Before we discuss Salesforce Field Service Lightning, let’s first clarify what field service management is exactly. It’s establishing and maintaining the efficient operation of a company’s on-site employees. So Salesforce Field Service Lightning is an all-in-one solution that unites customers, agents, dispatchers and field workers on a single platform to improve the efficiency of field operation and streamline the customer journey. Salesforce introduced this solution in 2016, and it has since become the company’s best seller. One year later, Gartner included FSL into its 2017 Magic Quadrant for Field Service Management.
FSL brings together powerful management software for office personnel, a full-fledged mobile app for field employees and a user-friendly web application for customers.
At the heart of the solution, there is an AI-based scheduling and resource optimisation functionality that is guided by the nature of a task, the available inventory, and workers’ location and skills. As a single solution, Salesforce Field Service Lightning meets the needs of all service process participants:

• Customers make and monitor service requests and consult with agents.
• Office employees have a 360-degree overview of all appointments, check if orders are assigned to proper technicians, manage work orders, and monitor SLA compliance and employee productivity.
• Field employees have real-time information on their daily schedule, traffic, appointment details and inventory, use the knowledge database, and capture all required data as notes or photos.

Watch the following video for a quick guide on the features of Field Service Lightning, Salesforce:


Although the process automation and streamlining that FSL performs is extremely useful for companies’ operations, it’s not the ultimate benefit of the solution. It’s just the way Salesforce Field Service Lightning works, while its mission and true business value are far beyond.

Seamless Customer Experiences

The customer is always the boss, and business success depends entirely on client satisfaction. This is especially true of service-oriented companies, which is why businesses must make delivering frictionless customer experiences their top priority.
For companies that provide on-site services, intelligent automation of client interactions is a must as it helps them create a much more flawless customer journey. Similarly, Salesforce FSL nurtures an easy, ongoing conversation between a company and its clients.
Turning to businesses that rely on FSL, clients don’t waste time to schedule service appointments; instead, they interact with a company, create and manage their requests via an advanced customer portal. Return customers have an even easier time: data from their previous visits is stored, so they can arrange an appointment with only a few clicks.
The scheduling functionality powered by artificial intelligence ensures that customers get their issues fixed as quickly as possible and by technicians that have the most relevant expertise. Automated scheduling also eliminates the human factor, which ensures that all requests are processed and appointments aren’t mishandled.
Will clients turn to an on-site service company with antiquated processes after they have tasted all the benefits of FSL? Unlikely, provided that the quality of the field service itself is excellent.

Employees are the most valuable asset for any company, and depending on how a company treats the asset, its productivity may rise or drop. Businesses that supply their employees with FSL make significant investments in their productivity.

Seamless customer experiences not only contribute to client loyalty but also increase revenue as more customers come on board. FSL helps businesses attract as many clients as possible; their management doesn’t cause inconvenience as the solution makes the most out of companies’ resources.
In addition to growing profits and not losing trades, the solution also helps companies rationally use their resources, which lowers their overhead and reduces operating costs.
There’s a slight hitch: FSL is not a free tool. However, the grand total of growing profits and decreasing operating expenses significantly surpasses the cost of the software.
No factor contributes to the efficient performance of a field service company more than the high productivity of its employees and the constant increase in customers.
FSL helps companies achieve both objectives: seamless order placement and management contribute to positive customer experiences, while the elimination of waste work boosts employee productivity. Also, Salesforce stats show that with FSL, companies resolve client’s issues
48% faster as field employees come on site prepared for the task. In conclusion, the company enhances its processes and improves customer loyalty; as a result, the business stands out from the competition and its financials skyrocket.

Ensuring frictionless customer experiences has become the primary concern for an increasing number of companies, and growing expenses on CX technologies demonstrate it.


What are the companies that can make the most out of FSL’s field service automation? These are the companies that provide on-site services — especially those that have a lot of employees working in the field and requiring to be connected to an internal process management solution.
Field Service Lightning can be used in a wide variety of business domains and by companies of all sizes — from SMEs to large market players. An increasing number of energy and health care providers, manufacturing, life sciences, financial and consumer goods companies are coming on board.
As to technical limitations a company may have, the solution fits any IT infrastructure: FSL is platform-agnostic and enables deployment on premises and in the cloud. Moreover, Field Service Lightning is a part of an extensive Salesforce ecosystem, which is why businesses that already use the CRM will probably benefit from FSL the most.

Recently, the field service market has been growing exponentially and soon solutions for on-site service delivery automation will become a prerequisite for efficient business performance. For companies that seek to make a mark in their market, now is the perfect time to introduce an efficient solution for their field operation management.
Considering the advantages that FSL provides to businesses, it’s safe to say that this solution will soon become the leader in the field service management market. FSL opens the incredible potential for streamlining the conversation between customers, field technicians and internal order monitoring service. That’s why we recommend that on-site service companies automate their service delivery processes with FSL to add value to their businesses.
To get Field Service Lightning license pricing and implementation quote, or make sure that Salesforce FSL is the right solution for you, feel free to contact us.