This document discusses how Field Service Lightning can help companies transform their field service operations by connecting their business systems, engaging employees on mobile, and empowering their mobile workforce. It highlights how Field Service Lightning provides an integrated platform to seamlessly connect customers, intelligently manage scheduling and resources, and deliver a consistent customer experience across channels through a cutting-edge mobile experience. The document provides examples of how Field Service Lightning has helped companies such as The Container Store optimize schedules, maximize efficiency and productivity for their mobile workers, and deliver a consistent customer experience from web to store to field.

1. Ditch the Clipboard
Intelligently Transform Connected Service From The Phone To The Field
Enri Bimbashi
Master Solution Engineer

2. Forward-Looking Statements
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does not intend to update these forward-looking statements

3. The Fourth Industrial Revolution is Impacting Everything
Technological and societal shifts are shaping customer and employee expectations
Next-Gen Mobile Technology
AI and IoT Gig Economy
75%
Source: State of the Connected Customer, Second Edition
of customers expect
consistent experience
across channels

4. Mobile Employees Represent Your Brand Every Day
Face to face with
customers in the field
Great field
service experience
Customer loyalty &
increased revenue
Chris Rolf
Customer Solutions & Contained Home
Operations Director,
The Container Store
2.7B
+ =
Source: Emergence, “The Rise of the Deskless Workforce”, 2018
of the global workforce
does not sit at a desk

5. Expectations Are on the Rise
Field service has evolved to elevate and connect the entire service journey
Want to be known
and informed
Customers
Want to optimize
schedules
Dispatchers
Want to work faster
and smarter
Mobile
Employees
Want to reduce cost and
increase revenue
Managers

6. Changing workforce

7. The Mobile Workforce
Always on
Mobile
Constantly
Connected
Loyalty
Influenced
by Service
Disconnect in the Field Service Journey
Current field service solutions don’t help organizations deliver on customer expectations
Paper Based
Processes
Limited Mobile
Capabilities
Disconnected
from CRM
The Customer

8. Source: Amancio Bouza, 2018
Digitalization vs. Digital Transformation

9. Bring Everything Together on One Platform
Integrated Platform
Service Sales Community Integration IoT Trailhead Einstein Industries Analytics
Connected
Customers
Intelligent Field
Service
Empowered
Workforce

10. Transform Every Field Service Moment
Field Service Lightning
Dispatcher Console
iOSAndroid
Seamlessly Connect to Your Business & Customers
Manage service appointments and track work orders and
inventory across the complete customer service cycle
Intelligently Schedule Work & Resources
Dynamically schedule the right jobs for the right employee,
contractor, crew and asset
Deliver Guided Mobile Experiences
Empower all mobile workers to access the right information with
an offline-first, easy-to-use app
Provide Proactive Service with Platform Power
Integrate with other systems and leverage IoT data in context to
anticipate service needs

11. 75%of workers
will be mobile in
2020
Field Service is Not Just for Hard Hats
Maximize efficiency and productivity for any mobile worker
On-Site Service
in Professional
Services
Home Health
Nurses in
Healthcare
Field
Technicians in
Manufacturing
In-Store
Associates in
Retail

12. Elevate your Field Service Strategy
Connect your Business Engage on MobileEmpower your Workforce

13. Engage on MobileEmpower your Workforce
Elevate your Field Service Strategy
Connect your Business

14. Seamlessly Connected to Your Business & Customers
Quickly create and monitor work orders
Generate work orders from any Salesforce object
Manage entitlements, assets, and inventory
Fulfill service contracts and maintenance agreements
Communicate and collaborate across teams
Share updates through Chatter and access your knowledgebase
Field service management and customer service delivered on one platform

16. Connect your Business Engage on Mobile
Elevate your Field Service Strategy
Empower your Workforce

17. Intelligently Manage & Empower your Mobile Workforce
Manage work with the Dispatcher Console
Get a 360 degree view of all service appointments
Assign work based on business rules
Align skills & inventory of resources with jobs
Get complete visibility into jobs
Track and divide work based on geography
Easily connect & schedule the right resource to the right job

18. National Grid

19. Empower your WorkforceConnect your Business
Elevate your Field Service Strategy
Engage on Mobile

20. Cutting-Edge, Offline-First Mobile Experience
Access and update information when offline
View job details from anywhere without network connectivity
Collaborate with employees using Chatter
Access knowledge articles and communicate with experts
Manage inventory in real time
Scan equipment barcodes and update your inventory
Generate service reports on site
Capture customer signatures right on the work order
Customizable, easy-to-use iOS and Android apps built with mobile workers in mind
iOS Android

23. Delivering a Consistent Customer Experience From the
Web, to the Store, to the Field
High volume call center tied up agents and resulted
in longer wait times
3rd party closet installers needed an easy-to-use tool
to complete jobs
Siloed data resulted in disjointed customer
experience
Needed to maximize sales opportunities in the call
center and in the home
Decreased capacity of support center with
Knowledge & Chat for new revenue streams
Streamlined scheduling & payment collection with
Field Service Lightning & Flows
Integration of 3rd party systems elevated experience
at home, online, and in-store
Fast quoting enabled by CPQ to capitalize on upsell
opportunities
Challenge Solution
“One of the best things about our
partnership with Salesforce is we
now know that everyone has the
same view of every customer, no
matter where they are.”
John Thrailkill, EVP of Technology Solutions
Service Cloud
Sales Cloud
25.5%
decrease in call volume
with Chat
99.9%
decrease in time to
schedule some
installation types
100%
elimination of installs not
paid for, using Flows

24. Demo
Dan Joons
Solution Engineer

25. Elevate your Field Service Strategy
Connect your Business Engage on MobileEmpower your Workforce