Best app service for Field Level Service
Use Cases and Deployment Scope
We are using it for one of our clients to schedule the appointments of their nurses and assign them the appointments according to their availability. It is useful for real-time tracking, provides field service, and utilizes your resources well . We can change the appointment according to our resource requirements and utilize their time fully. We can use it for the clients who want to see their representative in a single dashboard and assign them the appointment according to their availability. Its mobile app is very good it can give the representative the customer details, and knowledge Articles, and update the status in real-time. we can send automated delay or reach notifications to our customers.
Pros
- Real Time Communication with back-office team When our nurses need anything by using mobile app they can reach out to our back office team to resolve their issues
- Utilization of resources We can see the all the appointments view with the assigned representative in a single page so We can assign more appointments if any resources has any free slot it is just a drag and drop
- It helps us to automate the process like delay or reach notification we can also route the appointments based on representative skill set, location and urgency of task
Cons
- We faced some issue while automating the field service lightning when we are automating a bulk updating process of appointments we are facing many errors heap limit is exceeding some time it is throwing retry and nothing happens
- We are integrating it from one of their legacy ERP systems so as we know Field service is a managed package we face many problems with the custom building of integrations
Most Important Features
- Its efficiency for scheduling and dispatching the appointments
- Utilize the resources fully assigning them when they are free slots so we also don't have any chance of getting multiple ask at the same time
- Real time communication between the field agent and back office team
Return on Investment
- It is the best return on investment it is utilizing our resources fully
- We are receiving more appointments then last year and it is very easy to manage by fsl dashboard
- We are getting high CSAT scores from our Customer which is a sign our customers are happy with our service
Alternatives Considered
Salesforce Service Cloud, Salesforce Sales Cloud and Flosum
Other Software Used
Flosum, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Data Cloud, Salesforce Spiff
