SAN FRANCISCO, July 12, 2017 /PRNewswire/ -- Salesforce [NYSE:
CRM], the global leader in CRM, today introduced Einstein AI and
Analytics for Field Service Lightning, empowering companies to
deliver a smarter onsite customer experience that is built on the
world's #1 customer service platform. Field Service Lightning now
brings together the insights and intelligence mobile workers need
to increase productivity, boost onsite efficiency and drive
revenue.
The Salesforce Service Cloud has redefined customer service
across every major technological shift—including cloud, mobile,
social, messaging and more. And last year, with the introduction of
Field Service Lightning, Salesforce extended the power of Service
Cloud to create a full-service platform for managers, dispatchers
and mobile workers. However, as the multi-billion dollar field
service market[1] expands into new
industries—including finance, healthcare, manufacturing and
retail—there is even more demand to deliver onsite service. Field
service technicians have to deal with complicated equipment, but
don't always have the right parts and often lack insight into
pre-existing customer issues. This leads to confused employees,
frustrated customers, and in the end, multiple trips to resolve
customer issues.
Field Service Lightning Brings Insights, Onsite
Now,
Salesforce is taking field service a step further, arming mobile
workers with the intelligence and insight they need to be more
productive and improve first-time fix rates. With three new
innovations, Field Service Lightning enables a service
organization—managers, dispatchers and mobile workers—to move with
speed and efficiency. New innovations include:
- Einstein Vision for Field Service harnesses the power of
artificial intelligence to bring image recognition to field
service. Companies can leverage pre-trained image classifiers—or
train their own custom classifiers—to handle a vast array of
specialized image-recognition use cases. For example, with similar
looking parts and serial numbers, dishwasher repairs are often
complex. Now a dishwasher repairman who needs to replace a water
inlet valve can simply snap a picture of the valve, and Einstein
Vision for Field Service will quickly identify the exact product
type—saving time for the customer, repairman and company.
- Equipment and Inventory Management leverages scheduling
automation to ensure the correct work crew, equipment and trucks
are always where they should be. Managers and dispatchers are able
to send technicians into the field with confidence, knowing they're
armed with the equipment and knowledge they need to complete any
job during the first visit. For example, a cable company dispatcher
is able to use Equipment and Inventory Management to automatically
see which technician is closest to the customer and has the correct
cable splitters necessary to get the customer's television set up
successfully.
- Field Service Analytics provides actionable insights for
managers to improve productivity throughout their mobile workforce.
Service managers can now integrate all of their data into one
easy-to-use application for a complete view of their mobile
workforce. And then, they can take action right from their
dashboards. For example, a service manager at a medical device
company can quickly see that several of her technicians are
struggling to install an EKG machine, enabling her to identify
classes and set up times for them to shadow senior technicians to
get on-the-job training.
Comments on the News:
- "For nearly a decade, Salesforce has paved the way for
innovation in the service industry," said Adam Blitzer, EVP and GM, Sales and Service
Clouds, Salesforce. "Today, we're excited to bring our innovation a
step further. With the introduction of Einstein and Analytics for
Field Service Lightning, our customers will be able to deliver a
smarter, more efficient onsite customer experience."
- "At Atlantic Energy, our goal is to create a cleaner, more
energy efficient world," said Noel
Zammit, CIO, Atlantic Energy, LLC. "With Field Service
Lightning, we're able to arm our technicians with the intelligence
and insights they need to service our customers faster than
ever—reducing energy consumption and costs around the globe."
- "While the direct customer experience has benefitted from
digital transformation, field technicians still struggle to deliver
a modern onsite experience. Customer expectations have escalated
across the board, and so have expectations for in-the-field
diagnostics and issue resolution," said Mary Wardley, Program Vice President, Customer
Care and CRM, IDC. "With features including image recognition,
automated equipment tracking and analytics baked into the field
service process, digital transformation is reaching the field and
will enable companies to run their field service organization
faster and more efficiently."
About Service Cloud
Service Cloud, the world's #1
intelligent customer service platform, enables companies to
transform the customer and agent experience with an AI-powered,
agile platform built for the modern era. Whether engaging customers
via messaging, video, communities, web chat, in-app, email, phone
or even communicating directly with IoT-connected products, Service
Cloud helps leading brands use service as a competitive advantage
by delivering personalized, connected customer service experiences
across every channel and adapting service operations to business
needs quickly. Companies that have deployed Service Cloud have seen
an average of 31 percent faster case resolution, an average of 28
percent increase in agent productivity, an average of 26 percent
increase in customer retention, an average of 22 percent decrease
in support costs, and an average of 35 percent increase in customer
satisfaction, according to a third-party research report sponsored
by Salesforce. Salesforce has been recognized as a leader for nine
consecutive years in the Gartner Magic Quadrant for CRM Customer
Engagement Center.
Pricing and Availability
- Einstein Vision for Field Service is currently in pilot and is
expected to be generally available in the first half of 2018.
- Field Service Equipment and Inventory Management is generally
available today with any Field Service Lightning license, which
starts at $150 for organizations that
have at least one Service Cloud license in Enterprise Edition or
above.
- Field Service Analytics is generally available today with any
Service Analytics and Field Service Lightning license.
Additional Information
- To learn more about Salesforce Field Service Lightning please
visit:
https://www.salesforce.com/products/service-cloud/features/field-service-lightning/
- To learn more about Service Cloud, please visit:
https://www.salesforce.com/service-cloud/overview/
- Discover how Service Cloud can help companies deliver
personalized service to their customers via Trailhead:
https://trailhead.salesforce.com/trail/service_cloud
Connect with Salesforce
- Like Salesforce on Facebook http://facebook.com/salesforce
- Follow @salesforce and @servicecloud on Twitter
About Salesforce
Salesforce, the Customer Success
Platform and world's #1 CRM, empowers companies to connect with
their customers in a whole new way. For more information about
Salesforce (NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit http://www.salesforce.com, or call
1-800-NO-SOFTWARE.
[1] Markets and Markets, March 2017, Field Service Management Market by
Solution (Schedule & Dispatch, Work Order Management, Mobile
Field Execution), Service (Implementation, Training, Consulting),
Deployment Type, User Type, Industry Vertical, and Region - Global
Forecast to 2021
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SOURCE Salesforce