Service Cloud & Field Services: On Your Case. From the Call Center to the Field.

On Your Case.
From the Call Center to the Field.

| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Traction
Experts in bending cloud based technologies around
business process
10 years focused on the Salesforce.com platform
• 3000+ projects, 400+ custom Force.com apps developed
240+ Employees, 260+ Certifications
• SMEs in all Clouds (Sales, Service, Marketing, Analytics, Force)
• HQ in Vancouver with offices in Toronto & Montreal
• No outsourcing, no offshoring, no contractors
• B Corp Certified
• Ranked 6th best place to work in Canada

Traction’s
service
cloud
customer
community

service
cloud
practice
director
• 20 years of leading Support Teams
• Exec Leading the Support Services Teams
• Crystal Decisions and Business Objects
• 600 Support Agents across 11 locations
• High volume “break fix”
• High Touch “relationship build”
• 1-800-GOTJUNK
• 100 Agents
• High Volume Sales Call Center
• B2C on behalf of franchisees
• Monetize America
• Mobile Banking B2B2C
• Mission Critical 7x24
• Machine to Case, SMS Robots
• Complex Configuration Tracking
Dave Galloway
EVP Service Cloud Adoption

service
cloud
practice
director
• 5yrs & 5X Salesforce Certified
• Over 50 Salesforce Implementations
• Service, Sales & Custom
• Multi-Thousand User Orgs
• Service Console with 3000+ Emails a Day
• Service Console with 10,000+ Transactions/Day
• Data Enrichment & Transformation projects
• 10s of Millions of Account & Contact Records
Colin Lyons
Solution Architect

CEB’s
effortless
experience
Visit their
website!

the data • 125,000 customers
• 5,000 customer service
agents
• 100+ companies

what is
loyalty
anyway?
Repurchase Increased spend or
share of wallet
Word of mouth
/ referrals

3 ideas
that may
surprise
you
1. Delighting customers in the
service channel doesn’t pay
2. Customer service drives
disloyalty, not loyalty
3. Key to mitigating disloyalty is
reducing customer effort

reasons for the
misunderstanding
• We massively over estimate the value of wowing the
customer*
• We grossly under estimate the value of meeting
customer expectations
*wowing only happens 16% of the time and increases costs by 10-20%

high vs. low
effort
• 96% of high effort
customers are not loyal
• 9% of low effort
customers are not loyal
• Low effort:
• 94% rebuy
• 88% more wallet
• 1% NWOM
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Loyal Not Loyal
High Effort Experience
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Loyal Not Loyal
Low Effort Experience

drivers of
disloyalty
• Repeat contact
• Channel switching
• Transferring or repeating information
• Policies and processes for the company, not
the customer
• Hassle factor (hours of service, wait times, etc.)
• The ‘experience’ (language, attention, patience)

going
effortless
One Enable the Front Line
Two Empower the Customer

enable the
frontline
What do they need?
• Customer Info
• Work Order Info / Issue
• Service Contract / Warrantee /SLAs
• Who’s in the Field / Where / Specialist
• Technician Availability
• Asset Inventory/ Product / RMA
• Optimized Routing / Scheduling
• Payment / Billing

Something that took me 5 screens and 10 minutes
Now can do on 1 screen in 2-3 minutes

How would you rank the new implementation? 10
How would you rank the previous system? -5

enable the frontline
Including the Service Technicians

enable the
frontline
• See all work orders for the day
• Know the appointment times
and tracking for next
• Visibility into details of booking
• Access to phone numbers to
reach out to customer

enable the
frontline
• Map of all upcoming jobs
• Built in navigation functionality
• Awareness of travel time to the
next appointment
• Even awareness of technicians
home to begin/end day

• Scheduling Experience
• Transferring or Repeating Information
• Hours of Service
• Promise Window (6hrs?)
empower
the
customer
drivers of disloyalty

empower
the
customer
No Repeating Info
No Phone Call/ Busy Line
Consistent Experience
User Selects Vehicle *Rating

empower
the
customer
Customer Facing Field Service Lightning.
Live Website.

empower
the
customer
Scheduling.
- Factors in drive time between
appointments prior and after for
availability
- Can look at custom options to
adapt to display preferential
times at the top for those that
would be better for mileages

empower
the
customer
Future with Commerce Cloud (Demandware)
- Purchases/ Billing
- Orders and order status
- Inventory Management
- Cases against orders/work
orders/assets
- Blended experience between
service and sales

empower
the
customer
Sharing Visibility
Location
Estimated Time
Car Type
Image

empower
the
customer
Order Status
Ability to Cancel
Service Technician Details
CSAT/NPS
Sharing Solutions
Community

Native Custom
• Products
• Assets
• Entitlements
• Resource Pool
• People, trucks, territories
• What can do what, where
• Custom objects!
• Scheduling
• Find a location – Google
Maps integration
• Find a time slot – Click
Software integration
• Integration with ERP for inventory
• Products that can be sold
• Assets owned by the customer
• Billing & Invoicing
• Invoicing from a work order
• Collecting payments when
work is completed
• Integration with ERP
What’s Native
& Custom?

Additional FSM
Considerations
• In-field communications
• Dispatch console, management requirements, escalations
• Mobile access
• Time logging & integrations with HR/Payroll
• Location tracking for technicians
• Sales interactions with Service
• Customer self-service and self-booking

we’ve left
the safe
harbor

Questions
Dave Galloway
EVP Service Cloud Adoption
dgalloway@tractionondemand.com
Colin Lyons
Solution Architect
clyons@tractionondemand.com

Service Cloud & Field Services: On Your Case. From the Call Center to the Field.

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