The key here is to find the right balance the balance between virtual and field, between cost and quality, between SFS and Salesforce Scheduler. While reducing costs is always a goal of any business, it should be considered against the quality of service provided. Meaning, less dispatching, less travel, less mobile workforce – which all leads to reduced costs. Once tried and tested, successful implementation of virtual appointments into the day-to-day operation has the potential to impact the ‘field-side’ of your business. Many decisions need to be taken in order to devise new business flows that take the best advantage of both options and utilize both systems, SFS, and Salesforce Scheduler when is a first-off virtual meeting sufficient and when is dispatching a must? If that fails, then dispatching the technician follows. Instead of sending a technician to a customer’s home to deal with a malfunction, an over-the-phone consultation to resolve the issue by instructing the customer to perform simple tasks should be a first step. Finding the Right Balance of Serviceįield organizations are now tasked with minimizing ‘going out to the field’. Obviously, there is some overlap between the two systems, but organizations that need to start reconfiguring their field operation and incorporate virtual service into their business processes, are well-advised to integrate Salesforce Scheduler into the existing Salesforce Field Service system. Another way of explaining the difference is that SFS is designed for dispatching mobile workers, while Salesforce Scheduler is designed for in-store and virtual appointments. The distinction is a straightforward one. Simply put, Salesforce Scheduler is meant for appointment booking, while SFS is meant for resource scheduling. Organizations that use Salesforce Field Service have a viable and available solution to integrate virtual appointments and consultations into the operation – Salesforce Scheduler, an appointment booking solution from Salesforce. The alternative? Virtual appointments, remote consultations, deliveries and drop-offs – minimized face-to-face. Organizations are less ‘eager’ to go out to the field and customers are less ‘eager’ to let technicians into their homes. Now that we all realize that this isn’t a passing fad, that the pandemic is having a long-lasting effect on how field service is carried out, organizations are rethinking their customer-interaction processes. Simple tasks like making a home visit to fix a malfunction have become a regulatory and logistic nightmare. The New Fieldscapeįield service organizations, or organizations that a substantial part of their business takes place outside the constraints of their own offices or stores, had it hard during 2020. So maybe it’s time to stop discussing The New Normal and start adapting your field service business to the shifting needs, requirements, and challenges posed by the aftermath of COVID-19. But whether we’re fed up or not doesn’t matter it’s here, it’s now, and it ain’t going nowhere. We are all fed up by now hearing, reading, and discussing The New Normal.
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