A major food supply chain customer in the Northwestern United States faced issues with workforce management. Accelerated by the pandemic, the company struggled with real-time field service scheduling. They needed better insights into job allocations and overall visibility.
Vast Changes – Common Pain Points in the Food Service Industry
The field service industry has seen vast changes over the past few years. The pandemic forced the players in the industry to start thinking differently and adjust their workforce management processes.
Typical workforce management struggles included:
- Poor resource allocation
- Problem coordination
- Lack of reporting
- Low adoption rates
CCI (Cloud Consultings) proposed Salesforce Field Service Lightning (FSL) to address the company’s real-time issues. FSL has the functionality to route the right resource to the right location at the right time. It also will simplify and streamline the essential business procedure.
CCI’s team then identified current resources allocation and analyzed the current processes for their service operation. Next, we reviewed their Reporting Insights and Salesforce service cloud implementations for impact analysis. Finally, our team installed the Field Service Lightning package with three level major permissions:
- FSL Agent
- FSL Dispatcher
- FSL Technician
Work Orders vs. Service Appointments: These two objects seem the same, but both have distinct roles. Work Orders are defined as work that needs to be performed, and Service Appointment is when and where, representing the visit the technician will make.
Asset tracking & Management: Asset tracking is used to track the information about products that customers use.
Contract Line Items and Entitlements: These pertain to the setup of new entitlements for service level agreements with contract line items.
Schedule and Work Dispatching: Schedule Management plays a key role in Field Service Management. In the Salesforce FSL, the dispatcher console allows you to manage and monitor technicians’ workload from one place in real-time and is available as a map or a Gantt chart.
Operating Hours: This defines allowable times for “when” teams can perform the work and when accounts can be serviced.
Resource Management: This brings together the service technicians’ level of expertise, hourly or job-based capacity, and more.
Service Report output Document: This will generate a service report after completion of the work order. The service report will have all the information related to work orders like customer information, pricing information, product details, and more.
The Service Cloud extension provided a complete picture of workforce management.
- Smarter scheduling. Automated and intelligent scheduling makes it easy to assign resources to work orders based on time, skill, location, and more.
- Paperless integration. This streamlines paperwork as well as ensures storage of paperwork while eases the team’s reliance on stacks of paperwork — like customer contracts, service agreements, and other important documents. Paperless integration ensures that these are just a click away.
- Real-time collaboration. Technicians can alert managers to customer issues as they happen, allowing additional resources or equipment to be allocated as needed.
- Seamless mobility. The mobile app allows teams to stay connected and up to date, regardless of location.