The global pandemic has had a major influence on the way different industries operate. One sector that has seen major effects is the field service industry. Field service refers to services performed at a client site. With lockdowns imposed and a major focus on social distancing, the industry needed to make some changes to how they service clients.
Many businesses do not want non-essential workers to visit their sites, while other businesses had to work remotely, leaving their sites closed to field workers. As a result, workers in the field industry have had to find solutions to service clients and to communicate with them while ensuring everyone’s health and safety.
How Remote Work Affected Field Service Workers
For many workers in the field service industry, this situation moved them to virtual consultations and assistance. Consequently, video technology became a game-changing tool for businesses to overcome the challenge the pandemic brought about for service delivery. Business are increasingly implementing remote consulting and assistance to overcome any obstacles traditional service delivery faces.
With this new change, it has become very important to have a highly experienced and skilled consultant as part of the field service team. Especially, when it comes to highly specialized products, such as customer relationship management solutions. For this, it is essential to have a trained and knowledgeable Salesforce consultant on the team.
The Role of a Salesforce Consultant in the Field Service Industry
Firstly, field services can be complex, and even more so if it is done remotely. So, choosing the right Salesforce Field Service (FSL) consultant for successful Salesforce implementation can be tricky.
The role of a Salesforce consultant is important in proper customization and optimization of the Salesforce platform as per a client’s needs. They are known for developing innovative solutions and can analyze how future changes can affect a business.
Before we delve into the role that such a consultant plays, let’s consider the attributes the right candidate should have:
- Excellent experience in the CRM implementation industry
- Experience in the functional areas of development
- Consultant personality that fits with the internal team
- Strong work ethic and self-motivated
- Strong communication skills
Now, let’s delve into the role a Salesforce consultant should play in a business’ operations to ensure success.
Designing, implementing and maintaining databases
The main role of a consultant is to ensure that the business maintains its relationship with its clients. Therefore, a consultant will design, implement and maintain a business’ databases to effectively link the business with its customers. This process requires careful consideration and research to ensure the most effective outcomes.
Assisting with strategic decision making
For any business to scale, it has to make the right decisions to take on changes in the CRM system. A skilled consultant will collaborate with a team at the strategic level. They will design implementation procedures that perfectly fit your business needs.
Creating and managing project plans
The Salesforce consultant will ensure great attention and consideration is given to the scope of the CRM project. This includes developing a project timeline and regularly communicating developments to stakeholders.
Deploying and training
A Salesforce implementation consultant also has the responsibility to assist with the deployment of the CRM project in the most productive way. After this phase, the consultant will provide effective training to clients to ensure they know how it functions.
Managing critical issues
A Salesforce functional consultant also assists with the managing of all the critical issues affecting the functioning of any business.
So, with a skilled Salesforce certified consultant leading a team, a business can achieve much success with new product implementation. However, with the many changes in the field services industry recently, it is also vital for businesses to consider how digital technologies will shape the industry in 2021.
Five Ways Digital Technologies Will Change the Field Service Industry in 2021
Recently, the business world has changed significantly, thanks to the development of new technologies. This has also led to a major focus on customer experience, as consumers are constantly looking for more efficient and effective experiences. Fortunately, new and innovative digital technologies are consistently being developed. These innovations can help businesses to better understand and communicate with their target market to ensure better customer service. Let’s take a look at five ways digital technologies will shape the field services industry in the coming year.
1. Virtual Reality (VR)
With the focus on remote work, VR technology can assist teams to showcase new products to clients in a very realistic way. Additionally, training programs can also use VR technology, so workers can gain experience in a real-life environment. The health, aviation and education sectors are already using this technology for training purposes.
2. Artificial Intelligence (AI)
Studies show that 54% of businesses report that their adoption of AI has boosted productivity. AI technology uses historical data to compare current behavior with past trends. Furthermore, predictive maintenance purposes can also use these types of assessments. With this, teams will be able to predict when their next scheduled appointment for field service will be.
3. IoT technology
IoT uses a network to connect devices or objects. When teams correctly implement IoT, they can remotely access clients’ systems.
4. Machine learning (ML)
ML is a method used for data analysis that can automate analytical model building. Teams can use it to compile data, organize information and report trends. ML is ideal for making important decisions with minimal human intervention.
5. Cloud services
Cloud services offer improved productivity through its quick, multi-device self-service experience. Studies show that 90% of businesses already use some sort of cloud service. Teams can work remotely alongside clients by having access to important data.
Digital technology transformation is fast reshaping the way the field service industry operates. And all of these are highly beneficial for both field service teams, consultants and clients.
The Field Service Industry in 2021: Looking Ahead
Undoubtedly, the worldwide pandemic has had a major impact on all tech industries, including the field service sector. However, many companies in this industry have found clever ways to service clients.
Altogether, with the help of a strong team and an experienced consultant, a business can reap the benefits of using field services both now and in the future. The consultant should have the right skills and knowledge to lead a team, to communicate effectively and to design and implement a CRM project successfully.