The Most Comprehensive Way to Manage Your Field Sales with Field Service Lightning

Introduction

Managing field service has changed a lot since the time of ghostbusters. And yet, companies are finding it challenging to manage their team of service technicians or field agents efficiently.

There was a time when the dispatchers used legacy field service applications and spreadsheets to track technician activities and field workers completed their work orders using paper and pencil. It was tough for organizations to keep up with increasing customer demands and remain competitive in today’s world.

Though the scenario has changed a bit, field service leaders still face problems in ensuring their workforce is operating at optimal efficiency. It’s difficult for organizations to deliver high-quality field service work within the specified time and budget.

Field service has got no room for miscommunications, delays or even incomplete information. All thanks to Industry 4.0, which helped in eliminating the inherent challenges of the traditional process and allowed communication through various devices. As a response to the technology advancement, came in the Field Service Management.

What Is Field Service Management?

Field Service Management manages the organization’s end-to-end field activities like scheduling, invoicing, billing, optimization, customer portals, vehicle tracking, and customer information.

There are three critical users in Field Service Management:

1. Field Service Agent/Call Center Executive:

Service Agent is the first point of contact for clients. Once the agent receives a service request from the client, he/she will create a case on a particular request. From the case, the agent will create a work order and service appointment.

2. FSL Dispatcher/FSL Admin:

FSL Dispatcher deals with the records, work orders, and service appointments. The dispatcher will have the dispatch console access to dispatch service appointments to the right Technician at the right time. The dispatch console plays a major role here to dispatch service appointments more efficiently.

3. Field Service Technician:

• The Field Service Technician uses Field Service Lightning mobile app on their mobiles/iPads to receive service appointments. The first task of the Technician is to inspect the work order if it needs any parts. If yes, the Technician needs to check for those parts in his inventory/ van location. If the Technician doesn’t have the required parts, he’d need to request the parts from a nearby warehouse or from other technicians. Once he receives the required parts, he adds them in the line items for the work order.