Building Your FSM Solution on an IoT-Powered and CRM-based Platform

[Excerpt from our upcoming Feature Article in the March/April 2017 issue of Field Technologies Online.]

According to Gartner, the “IoT is not one thing; it’s the integration of several things,” requiring “advanced integration skills and end-to-end thinking.” As such, Gartner makes it quite clear that the IoT, alone, does not make field service operations work. There are still many other aspects of Field Service Management that must be addressed – although the IoT, as it stands today, is eminently ready to serve as the foundation of the FSM platform.

However, to truly benefit from an IoT-based FSM solution, the organization must also meet some key requirements that reflect its readiness for utilizing the power of the IoT in a connected FSM application. It may also be argued that there could be no servitization without the IoT; and that there could be no complete FSM solution without its integration with a Customer Relationship Management (CRM) platform. Only in this way, could the FSM solution work together – in concert – with each of the other components of the CRM system to manage and run all aspects of the business itself – and not just its services operations.

[Watch for the complete article, including preliminary results from SFG‘s 2017 Field Service Management Benchmark Survey, in the March/April 2017 issue of Field Technologies Online.]

Salesforce Poised to Strike with Its Field Service Lightning Solution (Part 4 of 4)

[This is part 4 of a 4-part series on the launch of Salesforce Field Service Lightning. Part 4 focuses on SFGSM’s “Take” on the new offering.]

Field Service Lightning – SFGSM’s Analysts Take

With the introduction of Salesforce’s Field Service Lightning, the FSM market has now witnessed, in the space of only two years or so, a trifecta of large, established, ubiquitous, global companies – each historically known for their respective other business platforms and solutions – entering the FSM market in a “big way” (i.e., in terms of market posturing, press releases, promises of FSM market dominance, etc.). The largest – and potentially, most promising of these – include:

  • Oracle, acquiring TOA Technologies in 2014;
  • Microsoft acquiring FieldOne in 2015; and, now
  • Salesforce announcing Field Service Lightning (FSL) for market launch in Spring/Summer 2016 (i.e., no acquisition made; platform includes ClickSoftware technology).

However, of these “big three”, only Salesforce has elected (i.e., at least, so far) to build its FSL functionality, albeit, with help from ClickSoftware for schedule optimization, while the remaining two have each elected to “buy” their way into the segment.

Whether it makes a difference to potential FSM solution users as to whether their vendors have acquired their way into the business, or have built a home-grown model is unknown at this point in time. However, past research conducted by Strategies For GrowthSM (SFGSM) would indicate that it will most likely not be a major selection or evaluation factor for most potential solution acquirers. In fact, it will probably end up being a non-issue for most.

Other smaller – but typically faster-growing – FSM solution providers may have brought their respective solutions to market much earlier than Salesforce, although Field Service Lightning still has certain advantages that these other relatively new entries to the global FSM market are not as likely to have. Further, the introduction of Salesforce into the global FSM through its Field Service Lightning offering now provides an added level of competition to the competitive landscape – a level that ServiceMax and its peers have not seen in recent years (i.e., save for the emergence of the acquired “newbies”, such as Oracle/TOA, IFS/Metrix and Microsoft/FieldOne, etc.).

For example, ServiceMax – which is essentially built on the Salesforce platform, itself – had virtually dominated the recent FSM user market in terms of familiarity/awareness, marketing and promotion, and user consideration and adoption in recent years. However, the May, 2015 announcement of the company’s strategic partnership with PTC “to provide [a] comprehensive and connected Service Lifecycle Management (SLM) solution offering” (i.e., where ServiceMax provides the SLM support, powered by PTC’s ThingWorx IoT-based platform) positions it, in some minds, as just another one of the industry’s “new” and/or reengineered SLM vendors, among other like vendors.

All-in-all, the entry of Salesforce into the FSM market does not simply represent the addition of a single “new” competitor to the overall landscape – but, rather the introduction of a “new” synergistic “mix” of traditional FSM functionality (i.e., built on the platform of one of the most popular and well-respected vendors, ClickSoftware), but seamlessly integrated into the overall Customer Experience, CSM and Sales Management suites offered by the “world’s #1 CRM company”. As such, potential users have the opportunity to not only choose a “new” FSM solution provider – but a “new” type of integrated FSM vendor, with a “new” (i.e., to the FSM market) corporate culture and philosophy for providing “cradle-to-grave” pre-sales, sales, after-sales service and perpetual customer support to an ever-evolving and demanding customer base.

In any event, the introduction of Field Service Lightning reflects Salesforce’s continuing “push” to enter this expanding global market segment on at least an “at par” basis with the other major players currently comprising the “new” FSM market entrants. However, while its entry into the market may initially seem like something “new” for Salesforce, it is not necessarily a “new” idea to the many services organizations that could realistically be thought of as potential Salesforce FSM customers – actually, many have already been using Salesforce to assist in running their respective services organizations for some time now.

For example, the results of SFGSM’s previous two Field Service Management Benchmark Surveys, conducted in 2011 and 2014/15, respectively, reveal the following about Salesforce’s historical positive image and reputation within the global FSM community – even before it had formally entered the market this year with its Field Service Lightning offering. The following data is derived directly from these two SFGSM FSM Benchmark surveys:

In SFGSM’s 2011 Field Service Management Benchmark Survey, respondents were asked to answer a number of questions relating to their familiarity with each of 48 individually listed FSM solution providers. The specific question asked was:

  • “For each of the solution vendors listed below, please indicate the ones with whom you are currently familiar in terms of their Field Service Management

For the 2011 survey, Salesforce was not included among the 48 pre-selected FSM vendors listed in the questionnaire; however, based on new information obtained during SFGSM’s one-on-one telephone interviews conducted as part of the 2014/15 survey Discovery Phase, Salesforce had been mentioned enough times to be included as the 49th FSM vendor – although, it still did not technically offer an FSM solution at that time!

Therefore, in 2011, the most cited FSM solution providers, listed in terms of their respective familiarity among the respondent base, specifically as a “Field Service Management solution provider”, were as follows:

2011 SFGSM FSM Survey Results (percent familiarity as an FSM solution provider):

  • #1 @ 39%; SAP
  • #2 @ 33%; Oracle
  • #3 @ 29%; ServiceMax
  • #4 @ 26%; ClickSoftware
  • #5 @ 24%; Astea
  • #6 @ 18%; Servigistics
  • #7 @ 17%; Metrix
  • #8 @ 15%; Microsoft Dynamics

The 2011 survey results reaffirmed the #1 & #2 standings of SAP and Oracle from earlier FSM surveys, and reflected the growth of ServiceMax which, for the first time, had surpassed ClickSoftware in this historical series of surveys. Further, although Microsoft also did not yet offer an FSM solution in 2011 (i.e., the company did not enter the FSM solution market until July, 2015, via its acquisition of FieldOne), it was still listed as #8 (i.e., at 15% familiarity) by the respondents to the survey. It is noted that two other of the highest cited vendors have since been acquired by larger organizations (i.e., Metrix, by IFS in May, 2012; and Servigistics, by PTC in October, 2012.)

However, SFGSM’s 2014/15 FSM Benchmark Survey update (i.e., with the expansion of the list of potential FSM solution vendors to include Salesforce, for the first time) reveals a largely altered ranking of the most familiar FSM solution providers, as follows:

2014/15 SFGSM FSM Survey Results (percent familiarity as an FSM solution provider):

  • #1   @ 56%; Salesforce
  • #2   @ 50%; SAP
  • #3   @ 35%; ClickSoftware
  • #4   @ 32%; Oracle
  • #5   @ 28%; ServiceMax
  • #6T @ 25%; Astea
  • #6T @ 25%; Kronos
  • #8   @ 21%; AT&T Advanced Mobility Solutions
  • #9   @ 21%; Microsoft Dynamics

In 2014/15, while SAP actually increased its FSM market familiarity to 50% (i.e., from 39% in 2011), and Oracle dropped a mere one percentage point to 32%, Salesforce, the “new” entry to the list of vendors, was cited by 56% of survey respondents as one of the FSM vendors with which they were currently familiar – again, however, without actually offering an FSM solution at the time.

Thus, the key takeaways revealed by trending the two most recent SFGSM FSM Benchmark Surveys, are the following:

  • In 2014/15, Salesforce had already been recognized as a potential FSM solution provider by a majority (i.e., 56%) of the field services marketplace – despite the fact that it did not actually offer an FSM solution at that time.
  • Microsoft, through its CRM Dynamics platform, had also risen in familiarity as a potential FSM solution provider, growing from 15% familiarity in 2011, to 21% in 2014/15 – despite not formally entering the FSM market until July, 2015.
  • The historical leaders in terms of FSM solution familiarity (i.e., SAP and Oracle) have, as a result, since been relegated to the #2 and #4 positions, respectively, trailing far behind Salesforce.

We have seen these types of familiarity rating anomalies in the past; however, what the trend data clearly reflects is that many field services organizations have already been using (arguably, mis-using?) either the Salesforce and/or Microsoft platforms for more than just sales management and Customer Relationship Management (CRM) applications, respectively. And, that this is apparently not limited only to Small/Medium Businesses (SMBs), but also to small-to-medium-sized divisions of larger services enterprises, as well. In many cases, Salesforce (and/or Microsoft CRM) serve double duty within the organization with respect to their use in managing some of the key components of FSM. In fact, in 2014/15, 7% of respondents also reported that Salesforce was their “primary FSM solution provider.”

What this all means is actually good news for Salesforce – and especially for the services organizations that have historically been relying on the company’s platform to support their field service operations, in that, with the introduction of Field Service Lightning, they will now be afforded with much greater FSM functionality – however, this time from a solution that is specifically designed for use in running a services organization.

While other companies, all with fairly deep pockets, have either tried to buy their way into FSM, grow an FSM capability organically, or some combination of the two, not all have had either the resolve – or inclination – to strive to dominate the FSM market. However, with respect to Salesforce, the combination of a corporate mentality that looks to dominate in each of the markets they serve, with a documented history of key players in the FSM community having already been using (i.e., or mis-using) their CRM platform to assist in running their respective services organizations, the prospects for Salesforce actually becoming a dominant leader in the FSM marketplace may be a somewhat safer bet.

Nonetheless, it must still be stated that, so far, Salesforce has only announced a very small portion of field service capability (i.e., key components including contract management, parts management, etc. are still missing) and, as a result, the jury will continue to be remain “out” until more of the company’s Field Service Lightning offering actually hits the market – in full – and in sync with the market’s expectations.

The Impact of a Changing FSM Competitive Landscape Is Revealed from SFG℠’s 2016 Field Service Management Tracking Survey

[If you haven’t already taken SFG℠’s 2016 Field Service Management (FSM) Benchmark Tracking Survey, simply click here: https://www.surveymonkey.com/r/SFG-PollockOnService.]

We’ve all heard the expressions, “Everything old is new again”, and “Back to the basics”. However, while these expressions may still be somewhat reflective of the global services community, we have finally begun to see an uptick in the degree of market consolidation, as well as the impact of the many mergers, acquisitions and partnerships that seem to be re-defining the competitive landscape on a virtual daily basis.

For example, just a couple or few years ago, there was no real (i.e., dedicated) presence in the global services community by companies such as Microsoft, Oracle, PTC and Salesforce (although many services organizations, mainly among the smaller-sized companies, had already started using Microsoft Dynamics and/or Salesforce to, at least, piggy-back their Field Service Management (FSM) operations onto their existing CRM, ERP or Business Management platforms).

Other vendors, such as IFS, Oracle and SAP had, years earlier, embedded some form of FSM into their general offerings, but not everyone was necessarily buying. Of course, there was always ClickSoftware and ServiceMax generally breaking out of the pack to gain some robust market share, leaving most of the tried-and-true traditional vendors as proud purveyors of their respective Best-of-Breed FSM solutions (e.g., Astea, Metrix, ServicePower, ViryaNet, Wennsoft and many others).

However, fast forward to today: Where are all of these vendors now? PTC acquired Servigistics (including MCA Solutions), ThingWorx, Axeda Systems and other technology firms; Oracle acquired TOA Technologies; IFS acquired Metrix; and Microsoft acquired FieldOne, all major software players “buying” their way into the FSM market through a series of blockbuster deals.

Salesforce, which had historically either been used (and/or mis-used) in its ability to manage field service operations, decided earlier this year to build its own Field Service Lightning module – but, built primarily on ClickSoftware’s Field Service Expert platform. ClickSoftware went private (i.e., after years of speculation that it would, one day, be acquired by SAP) and may have lost some of its historical luster in the marketplace (i.e., in terms of “Who are they now – really!). Another long-time vendor, ViryaNet, was acquired, first, by Verisae (i.e., taking its name), and now, by Accruent; and Wennsoft is now known as Key2Act.

In other words, the FSM competitive landscape has probably changed more in the past two years than in the dozen years before, in terms of structure, presence, influence and use. However, we would be burying our collective heads in the sand if we thought that this recent spate of market consolidation is now over – it’s not – and there are likely to be further surprises in the short term, rather than in the longer-term future.

So, … what does the future hold for the global FSM marketplace? Much will depend on how the market itself (i.e., the current and prospective FSM solution users) believes it should evolve.

That’s why Strategies For Growth has launched its 2016 Field Service Management Benchmark Tracking Survey after an approximate two-year hiatus. The times have changed; the competitive landscape has changed; and user needs and requirements, perceptions, expectations and preferences for FSM solutions have changed.

In fact, it may be because of the latter that many of these mergers/acquisitions were “forced” to take place. In many cases (i.e., too many cases) the existing FSM solution providers did not, or could not, evolve as quickly as the market’s needs and, as a result, either lost their traction, their “mojo”, their market preference, or any combination thereof.

It is frustrating to not be able to present some of the key preliminary findings from our current (i.e., 2016) FSM Survey – but that could likely influence the responses of some of the individuals who have not yet taken the survey.

So, … here’s our suggestion: First, take the survey, and we guarantee that you will, at the very least, learn something more about the global services community merely by reviewing the questions and answer sets, and thinking about what your top-of-head responses should be.

Second, after taking the survey, be sure to continue to watch our Blogsite, www.PollockOnService.com, for frequent updates and posts on key survey findings; Third, watch for our various published articles in Field Service DigitalField Service News and Field Technologies Online, and any of the other client-sponsored White Papers and Webcasts; and, Fourth, we will be happy to e-mail you a special, not otherwise published, Executive Summary, following the close of the survey later in the mid-to-late November timeframe.

In any case, we’ve got you covered – with the market data and information that you can use to compare the challenges, drivers, technology adoption and strategic actions taken by your organization compared against all others. All it takes is about 15 minutes of your time, for timeless information about your field – Field Services.

To take SFG’s 2016 Field Service Management (FSM) Benchmark Tracking Survey, simply click here: https://www.surveymonkey.com/r/SFG-PollockOnService.

Salesforce Poised to Strike with Its Field Service Lightning Solution (Part 3 of 4)

[This is part 3 of a 4-part series on the launch of Salesforce Field Service Lightning. Part 3 focuses on the Industry’s “Take” on the new offering. Part 4 will follow over the next week or so.]

Field Service Lightning – The Industry’s Take

Early on, CRM Daily cited that “Salesforce is adding some lightning to its customer success platform. The latest iteration of Salesforce Lightning aims to raise the bar on customer relationship management with a platform that taps cloud, mobile, social, IoT (Internet of Things) technologies and data science.” The publication also reported that, “Salesforce launched Lightning in 2015 as a multi-tenant, next-generation metadata platform that enterprise workers can use on any device. It quickly gained traction, boasting 90,000 customers and 55 partners today.”

NewsFactor referred to Salesforce chairman and CEO, Marc Benioff’s, press release statements hyping Lightning as a “game-changer” for Salesforce and its customers as just that – “hype!”. But, in a direct response to the press release, wondered whether Benioff was “overselling the platform.”

However, Mary Wardley, vice president of enterprise applications and CRM Software at research analyst firm, IDC, believes that Salesforce is on to something, as she opined (in a Salesforce statement) that, “Salesforce has set the standard for innovation in the cloud, and by association, CRM, delivering an unprecedented three releases per year for the last 17 years. Maintaining that pace of innovation is even more crucial as both the pace of technology and customer requirements continue to accelerate and become more complex.”

She further went on to say that, ““Field service operations remain a bastion of antiquated systems in many organizations. With the advent of IoT and more objects becoming connected, field service will only become more complex and critical to the success of service organizations. Having a complete end-to-end view of the entire customer service experience – from purchase to installation to maintenance – will allow companies to grow customer loyalty and engagement.”

ChannelBiz reported that Sarah Patterson, Salesforce senior vice president of marketing, after presenting a preliminary demo of the new Field Service Lightning platform, referred to the app by calling it “the Uber of field service apps.”

Also according to ChannelBiz, “the demonstration showed how Field Service Lightning tracks the location of service representatives and has the ability to assign the one closest to a new job. But the system also lets the dispatcher see if that first choice is stuck in traffic and automatically assign the job to someone who can get to the job site faster. An online map shows the field representative’s progress getting to the job and when they’ve arrived.”

However, Diginomica believed the introduction of the new Lightning component to be generally expected on the basis of scuttlebutt … that a field service play would feature at last year’s Dreamforce after Oracle acquired TOA Technologies and Microsoft snapped up FieldOne”. However, it also believed that the announcement was just “another example of Salesforce’s expanding functional footprint putting it on a collision course with partners in the company’s ecosystem”.

Nonetheless, the analyst firm went on to say that “Salesforce’s angle on partner-clash is simple enough – these are big market sectors and the key is to provide customers with choices. That’s also the line being taken by ServiceMax today.”

In support of their belief, Diginomica provides a quote from Spencer Earp, ServiceMax’s Vice President EMEA, saying that:

  • “Field Service is a very big market – it pretty much keeps the world running in just about every sector you can think of from healthcare to energy to manufacturing – and it’s applicable to companies of all sizes. What’s interesting is that it’s not just the size of the market that’s expanding, but also the potential.
  • So it’s not surprising that as both the market for field service grows and the potential for monetising grows with it, that we’ll see multiple players with different levels of offerings. It’s a multi-billion-dollar market, so there’s plenty room for field service leaders like ServiceMax who operate on the Salesforce1 platform to co-exist with Salesforce in this space – partly because of the sheer size of the market, but also because of the diverse set of customer requirements in a market this big.
  • Some companies will want to simply automate the location and scheduling of their service techs, for example, whilst others will need the richer experience and deep sector expertise that a complete end to end field service management solution like ServiceMax provides.”

Information Week sees Salesforce as having, “enhanced the field service and several other capabilities across its platform, reconfigured its packaging, and raised prices. It has also added Accenture as a cloud CRM customer (i.e., on the same day as the announcement)”. In an interview published soon after the initial announcement, in Information Week, Forrester Research senior analyst, Ian Jacobs, was quoted as saying that Salesforce’s approach to adding field service functionality is “lightweight” and internally developed; that it marked a difference from Salesforce competitors, some of whom have sought to add this field and dispatch functionality to their products through acquisition (e.g., Oracle and Microsoft). He also believed that other large global companies may also follow suit.

However, following Salesforce’s March 15, 2016 press release, Jacobs went on to say that, “There are several reasons for Salesforce to jump into this space. The obvious one: they are in a competitive tit-for-tat with Microsoft and Oracle who have both acquired their way into the market. But there are actual benefits to companies of combining field service and customer service on a single platform: better handoff between contact centers, dispatch, and field workers; connecting field service to cases opened in Service Cloud; and a better ability to create a holistic service process.”

In another interview with Jacobs, Elec Café reported that “The company took the unusual step of releasing the new field service product without a pilot or Beta testing period, instead going straight to market. The lack of a pilot did not escape the notice of Forrester’s Jacobs,” who further elaborated in TechCrunch that “The no pilot or beta was a big surprise to me. But the growth in the subscription model across all sorts of industries (HVAC companies offering cold air as a service, for example) dramatically elevates the importance of field service in the B2B world, and the explosion of home automation and ‘smart’ appliances does the same for the B2C realm.”

Fortune also weighed into the mix by reporting that, “The cloud software giant’s latest application launched Tuesday, called Field Service Lightning, automates the management repair or service calls – everything from dispatch alerts to work order creation to wrap-up reports. As you might expect, the service ties closely to the flagship Salesforce customer relationship app. In theory, that turns service technicians into potential sales representatives. For example, if someone notices that a customer might benefit more from a product update – rather than a repair – the technician will be able to suggest that to the customer and note that in his or her report.”

Overall, the various industry analysts’ reports look very positive thus far.

[Watch for part 4, to be published on our Blogsite shortly.]

Salesforce Poised to Strike with Its Field Service Lightning Solution (Part 2 of 4)

[This is part 2 of a 4-part series on the launch of Salesforce Field Service Lightning. Part 2 focuses on the Salesforce “Take” on the new offering. Parts 3 and 4 will follow over the next couple of weeks.]

Field Service Lightning – The Salesforce Take

In its March 15, 2016 follow-up press release, Salesforce described its Field Service Lightning solution as, “Built on Service Cloud, the world’s #1 customer service platform, Field Service Lightning enables companies to deliver mobile, intelligent customer service from phone to field. With Field Service Lightning, companies can:

  • Connect their entire service workforce: Field Service Lightning connects the entire service organization from call center to the field. Agents, dispatchers and mobile employees in the field are on a single, centralized platform, bringing a new level of transparency and efficiency to customer service. Service agents have a 360-degree view of the customer and can create a work order from any case. Mobile employees in the field now have access to the customer’s full service and purchasing history, empowering them to easily resolve any issue that may arise and possibly upsell the customer on another product. For instance, a homeowner requests a service visit because their Internet connection has gone down. After resolving the issue, the technician sees within the field service app that the homeowner has previously asked about a faster Internet connection. Using this insight, the technician presents new packaging options and the customer upgrades to a faster Internet speed at a discounted rate.
  • Intelligently schedule and dispatch work: At the core of field service is scheduling and dispatching. Leveraging features from ClickSoftware like scheduling and optimization, Field Service Lightning takes dispatching one step further by applying a layer of intelligence. Scheduling is automated based on skills, availability, and location to optimize on-site service. Rules can be put into place to automatically assign senior field employees to complex service issues, and junior field employees to the routine service calls. Because scheduling is automated, dispatchers can focus on the real-time view of service operations and adjust resources accordingly. For example, if the first job of the day ends up taking longer than anticipated, a dispatcher can assign a different field employee to the next job so the customer’s appointment does not get delayed. Or if a mobile employee gets delayed by traffic, a dispatcher could route another field technician to the job.
  • Track and manage jobs in real-time: Customer service moves fast and forward-thinking companies need real-time access to their service data. Field Service Lightning enables all service employees to update work orders, issue change requests and adjust job status, anytime, anywhere and on any device. A staggering 65% of field service workers still print out their service tickets and bring them in their vehicles, slowing down the service process. Now, an employee in the field can see their open work orders on their mobile device, update them throughout the day as they complete jobs, and all the information is seamlessly updated in Salesforce.”

With this particular lineup of field service capabilities in place (or, more accurately, ready for delivery in Spring/Summer 2016), Salesforce believes that it will now have the capability for “delivering industry-leading field service out of the gate” supported by the “power of the platform combined with Best-in-Class functionality”.

The primary components of Salesforce’s Field Service Lightning may then be divided into two main categories, all contained within the umbrella of Salesforce Customer Success Platform, as follows:

Field Service

  • Scheduling
  • Optimization (i.e., to be available in H2 of FY17)
  • Appointment Booking
  • Dispatcher Console
  • Resource Management
  • Work Orders
  • Asset & Install Base
  • Service Contracts
  • Entitlements & Service Level Agreements (SLAs)
  • Mobile with Offline (i.e., to be available in H2 of FY17)

Service Cloud

  • Console
  • SFX Lightning
  • S1 Mobile
  • Analytics
  • Workflow
  • Cases
  • Knowledge
  • Products & Parts (i.e., to be available in H2 of FY17)
  • Integration Platform
  • Internet of Things (IoT) (i.e., to be available in H2 of FY17)

Built on ClickSoftware’s Field Expert platform (acquired by Salesforce for several million dollars), Salesforce has internally incorporated additional functionality to support its offering, and now bills its new Field Service Lightning platform as featuring:

  • Industry-leading Scheduling and Optimization
  • Robust, integrated Work Order Management
  • Core Field Service Functionality built into our Data Model
  • The #1 Customer Service App built on the leading Customer Success Platform

Salesforce goes on to identify the greatest attributes of its Field Service Lightning platform for each major type of beneficiary, as follows:

The Customer

  • Service for Apps
  • Service for Websites
  • Connected Devices
  • Appointment Booking

The Mobile Worker

  • Offline Mobile App
  • Absence Management
  • Location Tracking
  • Van Stock

The Dispatcher

  • Automatic Scheduling
  • Real-Time Visibility
  • Exception Handling
  • Dashboard

Technical Support

  • Appointment Booking
  • Service Estimated-Time-of-Arrival (ETA)
  • Work Order Management
  • Entitlements

As such, the “new” Salesforce Field Service Lightning platform looks very much like the most current iteration of the prototypical ClickSoftware platform – although, now synergistically linked to each of the other key components of the Salesforce Lightning offerings. Large pieces of future functionality (i.e., optimization) has also been OEM’d from ClickSoftware.

In accordance with the preliminary “roadmap” for the release of each of the major components of Field Service Lightning, Salesforce has announced a staggered timetable ranging from Summer ‘16 (June, 2016); through Winter ’17 (October, 2016); and Spring ’17 (February, 2017). Basic functionality for all Dispatch and Scheduling, Work Orders and Service Contracts, and Mobile Workforce were to have been made available in the Summer ’16 (June, 2016).

Some of the more sophisticated areas of functionality (e.g., Capacity Planning, with Optimization; Optimization Auto Tuning; and Multi-stage Dependencies will not be available until Spring ’17 (February, 2017). However, even some of the FSM solution’s core functionality, such as Preventive Maintenance, Parts and Inventory, and Van Stock will also take until Spring ’17 to “officially” hit the market.

Overall, Mike Milburn, SVP and GM, Service Cloud, Salesforce, sums up the launch of Field Service Lightning by saying that, “We are just beginning to see what customer service can look like in the era of mobile and IoT. Field Service Lightning gives companies the ability to reinvent their approach to service by connecting the phone to the field on a single platform, resulting in an amazing customer experience.”

[Watch for part 3, to be published on our Blogsite shortly.]

Salesforce Poised to Strike with Its Field Service Lightning Solution (Part 1 of 4)

[This is part 1 of a 4-part series on the launch of Salesforce Field Service Lightning. Part 1 focuses on the composition of the new offering, within the context of the overall components that are designed to support Field Service Organizations (FSOs). Parts 2 through 4 will follow over the next few weeks.]

Note to Readers: While this document is primarily focused on the description, assessment and evaluation of the newly-launched Salesforce Field Service Lightning offering, we have attempted to also convey an understanding of the new offering within the overall context of the Salesforce Customer Success Platform, including Sales Cloud Lightning and other key components of the company’s Lightning products.

The rationale behind this decision is that past Strategies For GrowthSM (SFGSM) research has revealed that many services organizations have historically been using various components of the company’s flagship Customer Success Platform products as tools for running their services organizations prior to the recent announcement and release of its Field Service Lightning solution. As such, it was our goal to adequately explain the potential interactions and synergies between and among the various Salesforce products as they are already being used by a number of Field Services Organizations (FSOs) to assist them in managing their overall business operations.

Also, a reminder that all non-SFGSM research is cited specifically by its source (i.e., published Salesforce documents and press releases, or published materials from other third-party sources). The remaining narrative solely reflects the opinions, perceptions, forecasts and assessments of the author

Salesforce Announces Its Spring/Summer 2016 Product Strategy / Expands Its Service Cloud Footprint to Include Field Service Lightning

On February 2, 2016, Salesforce, the Customer Success Platform and self-billed ”world’s #1 CRM company,” introduced the next generation of its Customer Success Platform, Salesforce Lightning, and previewed its product strategy for the first half of 2016. However, for the Field Services Management (FSM) marketplace, the biggest news, by far, was the company’s extension of its Service Cloud footprint into the Field Service Management (FSM) segment through the introduction of Field Service Lightning – the company’s first formal foray into the multi-billion dollar global FSM market

In a wide-ranging and fairly comprehensive press release made available that day, Salesforce also announced the expansion of its Sales Cloud Lightning and Service Cloud Lightning Editions, along with “new packaging” and pricing models to provide its customers with “more customization and capabilities to accelerate growth. New Salesforce Lightning advancements announced via the press release included, “Salesforce SteelBrick CPQ, SalesforceIQ Inbox and Field Service Lightning. In addition, Salesforce announced new packaging for Sales Cloud Lightning and Service Cloud Lightning.

The official launch of Field Service Lightning was later announced, via a Salesforce press release dated March 15, 2016. This release confirmed the launch of the highly anticipated solution calling it, “a new field service solution built for today’s connected world.” It went on to state that “Harnessing signals from connected devices and customer data from Salesforce, Field Service Lightning is a modern approach to field service that is built for mobile and the Internet of Things (IoT). With Field Service Lightning, companies can now unite customers, connected devices, agents, dispatchers, and employees in the field with one powerful service platform to deliver a seamless customer experience from phone to field.

According to Marc Benioff, chairman and chief executive officer, Salesforce, in the company’s original announcement, “Lightning is a game-changer for Salesforce and our customers. It is fueling an unparalleled level of innovation across our entire Customer Success Platform. No other company is delivering this kind of platform, ecosystem and user experience to enable companies to transform themselves and connect with their customers in entirely new ways.

The overall thrust of the original press release was to define, explain and promote the company’s Salesforce Lightning offering, as “One Platform, One Experience”. To do so, Salesforce led off with the explanation that it “has been on a continuous journey for the last 17 years to completely re-imagine CRM for the digital era. In 2015, the company launched the new Salesforce Platform – Salesforce Lightning, a powerful multi-tenant, next-generation metadata platform that provides a consistent, modern user experience across any device.

“With the Salesforce Lightning App Builder, business users and developers can quickly and easily build apps, and the thriving Lightning Ecosystem provides customers with a broad array of third-party apps and components for everything from financials to human resources, fully integrated with Salesforce. More than 90,000 customers and 55 partner components take advantage of the advanced features of Lightning today.

Sales Cloud Lightning – “Reinvented”

According to Salesforce, the company’s Sales Cloud is used today by “tens of thousands of companies worldwide” and, as such, “has become the world’s leading sales application”. Sales Cloud was the first of the company’s Clouds that was “completely reinvented by Lightning”. The “reinvented” Sales Cloud Lightning now “provides an entirely new experience for sales reps.

New advancements made to Sales Cloud in Spring/Summer, 2016 include

  • Salesforce SteelBrick CPQ – Built on the Salesforce platform and leveraging Lightning, SteelBrick CPQ is now part of Sales Cloud with the February 1, 2016 close of Salesforce’s acquisition of SteelBrick. Now Sales Cloud is the industry’s first comprehensive sales platform that offers everything from lead-to-cash, empowering salespeople to sell faster, smarter and the way they want
  • Lightning Voice – Natively embedded in Sales Cloud Lightning, Lightning Voice will empower reps to connect with prospects faster with click-to-call, auto-logging of calls, and call forwarding to take calls from anywhere
  • SalesforceIQ Inbox – SalesforceIQ Inbox turns employees’ inboxes into a CRM app by bringing the power of Relationship Intelligence to Sales Cloud users directly in their email. The intelligent iOS, Android and Chrome apps combine the power of Sales Cloud data with email and calendar, enabling sales reps to easily manage their email, leads, contacts and opportunities with proactive notifications and smart scheduling
  • Sales Wave App – Optimized for sales, the Sales Wave App delivers data-driven insights to reps on any device and empowers them to take action. With Lightning Actions in Sales Wave, sales reps can collaborate, create and update Sales Cloud records directly within Wave. New dashboards for pipeline trending, performance benchmarking and activity management help reps drive better performance and close more deals
  • Salesforce1 Mobile – Now with full offline capabilities for iOS and Android, Salesforce1 Mobile users can enter information anywhere, anytime and sync it when they are reconnected. With new, enhanced Wave Charts and Dashboards, Salesforce1 Mobile users now have the power of analytics
  • 20 New Lightning Sales Components – Lightning Components are the reusable building blocks of modern apps and can be as simple as single User Interface (UI) elements, or as robust as microservices with embedded data and logic. New Lightning Sales Components include Sales Path, Account Insights and Kanban, all designed to enable reps to sell faster and be more productive

While not necessarily a direct component of Field Service Lightning, the new advancements to Sales Cloud announced on February 2, 2016 are indicative of the various types of improvements that are being included in the company’s “reengineered” and “reimagined” product rollouts for the first half of 2016

Service Cloud Lightning – “Reimagined”

Salesforce goes on to explain that, “Service has changed rapidly over the last decade, expanding beyond customers contacting vendors via call centers to connecting through channels such as social, email, mobile and in-app experiences. Service Cloud Lightning provides companies with a unified service platform and ecosystem to ensure that every interaction with a customer is an opportunity to create a memorable experience

Today, building on Salesforce’s leadership in service, the company is taking a significant step forward with new innovations for every service employee including:

  • Field Service Lightning – Organizations can connect their entire service workforce with tools for agents, dispatchers and mobile employees, giving customers a seamless service experience. Dispatchers can leverage smart scheduling to provide automatic, real-time assignments based on employee skills, availability and location. Service employees in the field are able to create and update work orders, and can also change requests and job status from any device, making them more productive than ever.
  • Omni-Channel Supervisor – Now call center managers have greater insight and visibility into their operations and agents’ workloads, enabling them to allocate resources to provide the best customer experience possible. Capabilities include real-time activity view, operational alerts, filtering and sorting capabilities and dynamic activity tracking and routing to help during high-demand service periods.”

Pricing for Field Service Lightning was also announced by Salesforce on March 15, 2016, starting at “US$135 for organizations that have at least one Enterprise Edition or Unlimited Edition Service Cloud License”.

Salesforce Customer Success Platform – Advancements

The company also announced that, “In addition to the innovations coming to Sales Cloud Lightning and Service Cloud Lightning, Salesforce’s Spring and Summer releases include more than 300 advancements across the entire Salesforce Customer Success Platform.”

New capabilities in these releases are to include:

  • App Cloud – The new Process Builder makes it easy for anyone to quickly automate business processes using drag-and-drop criteria and enterprise workflows. Additionally, new services for the Lightning Component framework enable developers and partners to easily build custom components for the Lightning App Builder.
  • Heroku Enterprise – CIOs need the flexibility and control to build, scale and manage the applications that connect brands with their customers. Heroku Enterprise enables developers to create connected apps using network, data and identity services shared across the App Cloud. In addition, new customer-centric big data services like private Postgres, Connect and Redis enable CIOs and their developers to easily harness and deploy the development tools that are essential to building trusted, modern applications.
  • Marketing Cloud – Creating 1-to-1 personalized journeys is how forward-looking companies keep customers engaged with their brand. New email marketing innovations deliver a content management system, updated email creation flow and an email marketing mobile app to help marketers accelerate the delivery of scalable and personalized email programs. Workbenches for Social Studio provide brands with deep social insight to inform marketing strategy, surface trends and uncover opportunities to engage customers. The next generation of Journey Builder will also deliver Predictive Journeys that use data science to learn and score a customer’s likelihood to engage.
  • Community Cloud Lightning – New Lightning Community Templates, Lightning Community Management and Integrated Live Agent enable companies to become smarter and more connected. Lightning Community Templates allow companies to create rich online communities in days, Lightning Community Management empowers the community manager with analytics and tools to foster community growth and Live Agent connects any self-service community directly to the service console to provide seamless customer support.

Overall, the basic premise of Salesforce’s introduction of Field Service Lightning is to ”Transform [the] customer experience with connected field service.” According to Salesforce, the main drivers underlying its entry into the global FSM market are, essentially, that:

  • Customer Expectations Have Changed – that the connected world has shattered expectations for customer service (i.e., through the combined impact of Cloud, mobile, social media, data science and the Internet of Things, or IoT).
  • The IoT is Forcing Customer Organizations to Evolve – that connected devices are redefining customer interactions with service (e.g., that 92% of executives believe they need to adapt their service models in order to keep up with customers’ needs).
  • Current Field Service Solutions Are Disconnected – that 54% of companies are using manual methods to handle field service; 1 in 3 service executives admit that site visits usually require a follow-up visit; and 77% of companies are still using an on-premise field service solution.

These are acknowledged as the main reasons for why the company has decided that the global field services market is one that:

  • Requires a more centralized, accessible and robust FSM solution, and
  • That Salesforce, through its Field Service and related Lightning offerings, can be the one company to deliver it all.

As a result, Salesforce has seen an opportunity to introduce its Field Service Lightning as a “Best-in-class solution to deliver a complete service experience,” built on the following three primary components – all on “the world’s #1 customer service platform”:

  • Connecting the entire workforce – i.e., putting agents, dispatchers and mobile employees on one platform to deliver 360 degree support.
  • Intelligently scheduling and dispatching work – i.e., automating scheduling based on skills, availability and location to optimize on-site service.
  • Tracking and managing jobs in real time – i.e., updating work orders, change requests and job status anytime, anywhere.

[Watch for part 2, to be published on our Blogsite shortly.]

You’re in the Business of Customer Happiness — But Are You Delivering?

[An edited version of this article was originally published in the April 14, 2016 issue of Field Service Digital.]

Customer service has always been important, but never more important than it is in today’s services-oriented environment. More and more companies are measuring customer satisfaction, and the tools for monitoring field service performance are becoming both more sophisticated and more pervasive among the leading businesses in every field.

Undoubtedly, your organization is already measuring, monitoring, and trending customer satisfaction performance on a regular basis. However, it is important to acknowledge that it is actually the field technician that is the principal, if not sole, representative of the company to ever set foot at the customer’s site (after the initial equipment sale) and, as such, each customer’s degree of satisfaction will be largely dependent on its relationship with the field tech – personally. Fair or unfair, this is the case, and the organization’s overall customer satisfaction ratings will ultimately depend on its field technicians’ ability to deliver exactly what will make their customers happy.

Past studies have shown that what really makes customers unhappy is having to deal with someone who does not take ownership of the situation when a problem has occurred. Since, in most cases, the field technician will typically only be called to the customer site after a problem has occurred, the customer will be waiting for him or her to arrive to fix all the problems, make everything work, and leave them much happier than they were when they first arrived on-site.

They will be looking for an informed and well-prepared service technician to arrive on-site – one who can articulate what needs to be done, communicate in a language they can understand, and make the repair as quickly as possible – without disrupting any of the ongoing business operations. Therefore, the more information the field technician has available in advance with respect to the customer profile, the equipment history, and any previous service call activity, the better prepared it will be to deal directly with the key concerns of the customer – and this, in turn, will likely set the stage for able to making the customer happy.

Most companies look for a variety of character traits, skills, and experience when they are hiring for customer service and support-related positions (especially for field technicians). These typically include:

  • Problem solving ability
  • Skill in handling tense, stressful, and multi-task situations
  • Strong sense of responsibility and accountability
  • Good communication skills
  • Business writing skills
  • Knowledge of relevant processes
  • “People skills” with both customers and co-workers
  • Compassionate, customer-oriented attitude
  • Strong desire to help customers
  • Computer skills or aptitude
  • Data entry, processing and other diagnostic skills
  • Vocational training degrees are desirable and oftentimes required
  • Technical and/or Services-related certifications

If the field technicians already have all of these character traits, skills, and experience – plus a strong commitment to providing customers with “total solutions” for their service and support needs – they will find themselves in a good position to deliver exactly what their customers want to make them happy.

However, being able to deliver what will make customers happy also requires having the proper frame of mind for doing so. For example, if the field technician is personally not happy when it arrives at the customer site, then chances are it will also be unable to make its customer happy. While no one can be expected to be in a good frame of mind all of the time, it is more a matter of putting on your “game face” whenever there is contact with customers, than trying to hide anything from them.

There have been many studies conducted to measure the degree to which a service technician’s attitude influences the customer’s satisfaction – or dissatisfaction. This is commonly referred to as the “transference of satisfaction”. What this basically means is that an unhappy service technician is more likely to make his or her customers unhappy, whereas a happy service technician will be more likely to garner higher levels of satisfaction from customers.

Of course, making the customer happy is not exclusively dependent on the service technician’s frame of mind; however, this is always likely to have at least some impact on the situation – and usually not in a good way. Therefore, it is incumbent upon the service technician, as the principal on-site “ambassador” for the company, to make sure that its interactions with customers are always cordial, constructive, informative, and resulting in the main task at hand – namely, fixing the equipment, and letting the customer get back to business as usual.

[For more articles on similar topics, and for a wealth of field service-related information, please be sure to visit Field Service Digital.