westMONROE
solutionBRIEF
Salesforce solutions
FIELD SERVICE LIGHTNING
Faster, smarter, more personalized service from the phone to the field
Moving beyond manual operations
Many companies still use manual methods and
disconnected on-premise solutions to manage work
orders and scheduling for field services. This can lead to
inefficient operations and high costs of service. Worse
yet, it can affect customer experience and satisfaction.
Running efficient, effective field service operations
means being able to put the right mobile employees
and resources in the right place at the right time. Can
you?
Integrating Field Service Lightning
We can help you establish an integrated platform for
managing end-to-end field service using Salesforce
Field Service Lightning—enabling your:
ww Contact center agents to field inquiries,
create cases and work orders, and book
appointments—pulling customer, asset, and
other data from across Salesforce to increase
speed and accuracy
ww Dispatchers to schedule and assign work
intelligently and optimize resources based on
access to information about time, skills, location,
and other business rules
ww Field technicians to receive work orders, manage
and update job progress, and deliver a consistent
customer experience in the field using the mobile
app to access schedules, van stock and inventory,
knowledge articles, and real-time collaboration
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EFFICIENT, EFFECTIVE FIELD
SERVICES ARE CRITICAL TO
MANY INDUSTRIES
FINANCIAL SERVICES:
ATM servicing, property and
casualty claims processing,
advisor scheduling
HEALTHCARE AND LIFE
SCIENCES: Medical device/
equipment maintenance,
home healthcare
scheduling, replenishment
and disposal, pharma/
clinical trial schedules
ENERGY AND UTILITIES:
meter reading, trash
collection, street maintance,
solar installation and
maintenance
BUSINESS AND
HOME SERVICES:
telecommunications
installation or repair, HVAC
service
westMONROE
solutionBRIEF
Has an issue
Customer
Creates case, work
order, books appt
Contact Center Agents
Field Service Lightning provides all features and
functions necessary for seamless operations:
ww Work orders
ww Service life cycle management
ww Assets and entitlements
ww Assignment and dispatching
ww Resource management
ww Mobile operations
ww Reports and dashboards for dispatchers and
executives
Skilled support from strategy
through execution
If you want to streamline and strengthen field
service, we are uniquely qualified to help. West
Monroe Partners—a Salesforce Platinum Cloud
Alliance Partner—has a well-established track
record for successful implementation of complex
Salesforce solutions, including a wide variety of field
service initiatives.
Schedule field tech,
manages jobs
Dispatcher
Field Technician
operations, including workforce optimization,
call center operations, organizational change
management and industry operations and best
practices.
This makes us the ideal partner to support you from
strategy through successful introduction of Field
Service Lightning within your organization.
Impact within weeks
By equipping you to put the right field resources in
the right place at the right time, we can help you:
ww Increase employee productivity
ww Manage assets more effectively across the
lifecycle
ww Reduce operational costs
ww Improve customer experience and satisfaction
Best of all, we can establish powerful Field Service
Lightning capabilities within weeks—so you can
start delivering faster, smarter, more personalized
service from the phone to the field.
We blend deep Salesforce experience with other
areas of expertise key to improving field service
We are driven by opportunities to contribute to our clients’
commercial success. We partner with clients to help generate
revenue, reduce costs and transform their thinking.
We are deep technical experts, uniquely capable to help you
understand how technology can transform transactions, operations,
and customer experiences.
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