FIELD SERVICE & MOBILE WORKFORCE MANAGEMENT

TRANSFORM FIELD SERVICE EFFICIENCY & PROFITABILITY

Increased mobile capability, online-offline synchronisation, and the rise of ‘The internet of things’ has rapidly advanced the capabilities of Field Service.

As the technology has evolved, so have its users – as more businesses transition from selling products towards increased service revenue.

Many businesses see significant benefits from changing technology to Salesforce Field Service Lightning and ServiceMax – from exercise equipment to refrigeration units, manufacturers adopting field service Salesforce based capabilities significantly improve the revenue of service contracts.

Benefits of the Field Service

CREATE SERVICE OFFERINGS THAT INCREASE ROI

Currently 80% of the top ‘Service 50’ take a mobile first approach to Field Service, using rapidly expanding cloud platforms to support and automate their business processes.

With an average 36% reduction in response time and 40% reduction in travel time compared to on-premise solutions, the Salesforce platform and associated apps provide a clear advantage when competing on Services.

+22% SERVICE REVENUE
+14% REDUCTION IN FIELD SERVICE COSTS
+26% MOBILE PRODUCTIVITY
+12% INCREASE IN CONTRACT RENEWALS
+12% REDUCTION IN AVERAGE REPAIR TIME

Key Field Service Capabilities

Warranty & Contracts

Keep track of each individual customer’s service contracts & warranties, allowing dispatchers, engineers & managers to view the service level each client is entitled to.

Service Metrics & Reporting

Gain better visibility across field service operations, tracking key performance metrics & statistics & presenting this information in easily accessible dashboards.

Work Order Management

Streamline the entire work order process holding all data in a single application accessible in the field – while removing carbon copies & reducing manual workarounds & errors.

Service Scheduling

Utilise your workforce more efficiently, assigning the most effective team to each work order by building schedules that incorporate engineer tools, skills & location.

Route Management

Direct your field service teams to their location effortlessly, while building schedules that minimise travelling time by grouping similarly located jobs to a single technician.

Mobile Accessibility

Connect your service teams to your CRM & back of house systems in the field, allowing data entry in the field – and facilitating work orders & comments to be completed on site.

Parts & Returns Management

Deploy reverse logistics systems that provide better visibility of stock levels, reduce the inefficiency created by unnecessary orders, and track excess or ineffective parts.

Internet of Things

Build a network between your devices, installed equipment & systems. Create systems for preventative maintenance, increasing your customer’s uptime with your products.

Field Service Offerings

Project Scope, Design & Build

We provide you with the expert resources you need for end-to-end project delivery.

Whatever your goals, we ensure you have a fully certified Salesforce consulting, development & project management team that can dovetail with your company culture.

Strategic IT Consulting

We provide the Salesforce expertise, experience & knowledge to guide your Strategic Objectives.

Through our consulting framework, we work to understand your unique challenges – translating them into a Salesforce solution that delivers business value.

Cloud Solution Roadmap

We assess your current technical capability & your long-term strategic goals, creating a phased programme of change. We take your ideal future system & plot a course to manage the transition a series of manageable actions, milestones & performance measurements to achieving your objectives.

IT Project Management

For organisations with high levels of Salesforce technology capability, we provide expert project management resources.

Our project managers bring best practice & experience built from numerous implementations overcoming client’s IT challenges successfully.

System Integration

Our integration Centre of Excellence specialises in creating connected business systems using Salesforce technology.

We are skilled in a range of integration approaches, techniques & third party applications, to tailor our solution to your budget, business objectives & systems landscape.

Salesforce Support

Westbrook Support provides you fast & efficient access to highly qualified Salesforce Certified Administrator, Consultant & Developer resources as you need them.

Our support offers the flexibility to complete small projects, mentor your team or manage administration tasks through a single contract.

User Adoption Consulting

We conduct an adoption audit with stakeholders across your organisation, to review how to improve user engagement with your Salesforce systems.

We compile our findings into an adoption review, suggesting areas of improvement to gain the maximum benefit & satisfaction from Salesforce.

Systems
Audit

We conduct a systems audit with stakeholders across your organisation, to review how to improve your IT architecture.

Whether you are seeking to move operations to Salesforce, expand your systems capability or make major changes, report on your current systems landscape & interactions.

Field Service Capabilities

Deep Field Service Experience across Multiple Cloud Solutions.

Westbrook’s field service team have deployed solutions for some of the largest service departments in the UK & Europe – providing a unique blend of industry expertise & specialist technical knowledge.

We work with Salesforce Field Service Lightning, ServiceMax and workforce optimisation tools from ServicePower.

Our range of technology experience allows us to offer the best system to suit your service operations. Our expert team have worked to deliver some of the most extensive field service deployments in Europe – including the largest partner implementation of ServiceMax in the UK.

Enhance Field Service with Engagement Communities

Offer End-to-End Service Experience with Service Cloud

Our Specialisms

KPI & Metric Managment

Get the complete picture of your Field Service Operations, & make decisions using accurate data. Benchmark your performance & provide your service teams measurable goals.

Application Development

Build & customise mobile applications to support your field teams. Create a seamless mobile environment for engineers to access work order data, complete jobs & communicate success.

IoT & Connected Devices

Connect your devices & installed products, to become an active part of networked field service operations. Create data for analysis, product development & service improvements.

Complex Service Contracts

Manage contracts for sophisticated devices with multiple components, warranties or manufacturers. Connect components to records for easy visibility from the field service application.

AI Schedule Optimisation

We work with ServicePower’s Boost application for Artificial Intelligence in Field Service Scheduling – providing real-time optimisation of engineer’s schedules.

Dispatch
Centres

Coordinate your Field Service Operations from a single console, proactively managing issues in real-time with alerts and notifications & revising schedules with a single click.

Inventory Management

Track your stock levels across your warehouses & field service teams, ensuring complete visibility across Operations & that every engineer has the equipment they need.

ERP
Integration

Understand a customer & their company’s total purchases – removing the need for manual data entry by combining back & front-of-house systems in bi-directional integrations.

Field Service Lightning Quick Start

Through our Quick Start Programmes, we can get you up and running with Salesforce in under a month.

Over eighteen days, our experienced team will deliver the core essentials of Salesforce Field Service Lightning. The end result is a system that is ready to use, set up using Westbrook best practice.

Westbrook Project Approach

Working with Westbrook

Our depth of experience allows us to bring best practice and advice from a wide range of business functions – and our team have specialist areas of expertise to provide deep platform knowledge.

At Westbrook we put users first to ensure you get the most out of Salesforce – adoption and training are an integral part of our solutions.

If required, we also work with a network of design partners to provide streamlined user experiences and advanced mobile design.

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