Salesforce Field Service Lightning provides a complete solution for processing customer tickets, creating work orders, scheduling field crews and managing equipment. It is ideal for field services businesses in sectors like heavy equipment, HVAC, security equipment, telecommunications, plumbing, mechanical, electrical contracting and agriculture.
Salesforce Field Services Lightning (FSL) gives users a single platform for running their field service business, streamlining processes and reducing the manual effort and time needed to get the job done right the first time!
Implementing Salesforce Field Service Lightning represents an opportunity for companies to not only evaluate their software but also their business processes. Our experience shows there are 5 things to avoid in a successful implementation:
1. Trying to add a lot of customization to the Salesforce FSL platform
Salesforce FSL has great functionality for the entire life cycle of field services including logging tickets, creating work orders, scheduling, dispatching, optimizing routes, tracking parts and monitoring workers’ time. Changing standard functionality could impact other areas of the platform and may lead to problems and lower performance. If there is an option between going with FSL out of the box and significant customization, we recommend leveraging the built-in processes and functionality. This will enable you to take advantage of best-in-class processes while limiting your investment in custom-developed functionality.
2. Not having clear requirements or strong leadership from the implementation team
It is recommended to follow standard Salesforce FSL functionality as much as possible; however, some changes may be needed along with required configuration of standard features. An organized implementation team with support from leaders in the organization is vital in making decisions about the direction of the platform. The company’s implementation team needs to be clear about their project requirements, from critical fields needed to store customer data, to service territories for different crews.
3. Not taking full advantage of Salesforce FSL mobile functionality
Organizations implementing Salesforce FSL need to implement as much of the mobile functionality as possible to drive the automation and efficiencies needed. Salesforce FSL is configured for Android and iOS devices. An off-line feature allows workers to still use the platform even when they’re outside service range. All the details of a job, including the necessary equipment, contact information for the customer and the original ticket, can be viewed through your teams’ mobile devices. Field workers can also use their phone or tablet to collect customer signatures while on the job site.
4. Limiting the focus of the project to technology
A Salesforce FSL implementation will impact many areas of the business outside of technology, including day-to-day operations and the customer experience. Underestimating the need for changes in core functions like receiving tickets and scheduling work will likely lead to problems in the project. Be open to changes in business processes that will enhance your operational efficiency and customer response.
5. Failing to set and adhere to a timeline
If the implementation team is not fully engaged and does not give the implementation of FSL the required urgency and priority, the work takes more time and quality of functionality can also be in jeopardy. The implementation team needs to be fully engaged during and after the implementation. Identifying key milestones and setting deadlines can help keep the project moving at a steady pace.
A successful Salesforce FSL implementation can have many positive outcomes for an organization. Centralizing customer information and tickets into a single platform helps align teams across the business. Tickets can be assigned quickly to crew members based on their skills, equipment and service area. The result is a shorter interval between when a ticket is received and the delivery of service.