Offering impeccable service for products/services sold is the best way of customer retention, engagement and an opportunity to up-sell and cross-sell.
The biggest challenge here is the problem of optimisation and data-driven intelligence. Take for example in a place like Bengaluru, a technician skilled in Plumbing or related activities has to go from Koramangala to Whitefield, whereas there was a good or half as good skilled person in Marathahalli. So this is a bit of a puzzle to solve right? It requires a bit of information, data and more importantly some intelligence.
How many times have you heard about technicians forgetting to bring the right tools? How many times has a person with inadequate skills, been deployed for a particular task? Or the falling of a proper maintenance schedule?
The answer to all of these problems or challenges is with Salesforce’s offering of Field Service Lightning. FSL combines real-time data-driven by a whole lot of intelligence which ensures maximum optimisation and utilisation of technicians time. The goal is to ensure maximum time is spent on servicing the customer rather than on traveling.
A manager sitting at an office at the central headquarters for service can take decisions and ensure that the field service agent is at the right place at the right time. An easy to use UI with the cutting edge user-experience makes the job of the manager relatively easy.
The best part is yet to come, the agent has a full-fledged app with which he can update any interaction with the customer, ask the customer to fill feedback and get a service report at the end of an appointment.
If you’re looking for an implementation of such a great product, For more details, please get in touch with WarpDrive so that we can help you serve your customer the best way possible
- Pranav Narayan, Technical Specialist at WarpDrive Tech Works