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Interview with Scott Ivell, Vice President, Product Marketing, EMEA, Salesforce

Tell us about Salesforce and Field Service. 

Today, 6.4 billion connected things are in use and by 2020, that number will reach 20.8 billion; the implications for field service are staggering. As connected devices become smarter and more predictive, it will create new opportunities to reinvent the customer service experience. Yet, since its inception, field service has been disconnected from customers and the service organisation, creating disjointed customer experiences and limiting field employees’ effectiveness. In Salesforce’s Connected Manufacturing Service Report, an overwhelming 92% of service executives said they believe they need to adapt their service models in order to keep up with customers’ needs. This is why we built Field Service Lightning – technology that empowers organisations to make this transformation possible. 

Field Service Lightning is a platform to empower your mobile workforce and equip them with the tools they need to be successful when face-to-face with customers. By providing a comprehensive view of your resources, you have the data and insights you need to make informed decisions. Field Service Lightning spans across industries too – whether in financial services where a claims adjuster needs to assess a property, or in manufacturing where technicians go onsite for a repair or installation, Salesforce has a solution.


What are some of the trends you’re currently seeing in the field service market?

First, we know customers are more connected than ever before. They expect that when they reach out for support that the experience will be friction-free. In practice, that means delivering a seamless and personalised service experience across all channels, whether it’s on social, with a mobile worker onsite, or on the phone. 

Second, businesses are looking for a platform strategy not a point-solution. When you are using a variety of systems across your company (such as ERP or CRM), the importance of a single platform to connect all your customer data becomes crucial. Without it, companies can risk losing a comprehensive view of their customer, making it much more difficult to deliver that seamless experience.

And finally, the rise of mobility and the mobile worker. We’re all more mobile – on apps, on our phones, always connected. We now expect this same mobility that we have in our personal lives as we do in our professional lives. It is more important than ever that companies empower their employees with familiar tools which they need to do their job well and provide a great experience in doing so.


How is Salesforce partnering with customers to keep up with these trends?

Field Service Lightning was built to easily be customised to mirror individual business processes, enabling companies across all industries to leverage the benefits. A great example is  GreenThumb, who have connected their mobile workforce and optimised their field service operations with Salesforce. By leveraging the platform, they have scaled their operations so everyone at their organisation has visibility into what’s happening in the field, regardless of department. 


We’re excited about your session at the Field Service Summit, ‘How To Intelligently Transform Connected Service From The Phone To The Field.’ Can you share with us what we can expect to see? 

A field service transformation is a journey that involves a variety of stakeholders and partners to help it become a reality. Undergoing massive change requires a balance between managing both internal and external stakeholders, with the ultimate outcome being customer success. 

In the session, I’ll share the top trends we’re seeing in the market, best practices, and the audience will get to hear from GreenThumb about their own transformation journey. See you there – April 3rd, 10-10:20 am.


In the meantime, learn more about Salesforce’s Field Service solution here