A Field Service Roadmap to Success with ByBox

Field Service is a growing requirement as organisations add to their core products services that;

  • Enhance product value

  • Offer a transformational service performance

  • Provide new and profitable revenue streams

Technology is helping to manage Field Service operations though customer portals to service centres, management of spare parts inventory and the scheduling of service activities.

Until now however logistics operations , where the ‘rubber hits the road’, have relied on central locations with technicians either collecting spare parts and components or having these delivered to their home. Often managed using a spreadsheet and with unidentified stock carried in vehicles.

This is now changing and logistics infrastructure is catching up with the technology to offer transformational service experience. The concept of forward stocking locations is maturing and innovative companies, such as ByBox are combining technology solutions with an infrastructure that challenges the traditional logistics models.

The Bybox Concept

ByBox have over 40,000 lockers, distributed across 1,400 sites in 22 countries. Whereas before an organisation would hold stock in one or two central locations, being either picked up or sent direct to the technician’s home address or SA location, ByBox sends the stock to a QR code controlled locker. That coverage ensures there are forward stocking locations close to most customer sites.

The ByBox app scans the code and opens the door for the technician and only the minimum levels of stock or just the stock for the particular piece of work is held in the locker.

The advantages of having forward stocking locations are;

  • Less drive time

  • More visits per day

  • Reduced carbon emissions (assuming a non EV policy). If organisations have an EV policy the radius of the van will be far less and therefore more locations means more pickups.

ByBox drives efficiency and a return on investment most often within one year.

Where does Salesforce come in?

Salesforce Field Service is an application that manages the entirety of the servicing process; from customer portal to service entitlement to inventory management to scheduling of technicians. As such it provides a world class platform that enables an efficient and effective service function.

The key differentiator for Salesforce is that it offers a database structure that allows customer data to be shared across multiple applications. This enables both a customer 360 degree view of activities and a rich seam of data to drive management reporting, analytics and ultimately artificial intelligence.

Where is the connection to Westbrook?

Westbrook has a long history of implementing service cloud and field service projects. Our domain expertise is built with consultants who have worked in Field Service in enterprise organisations.

Using Westbrooks’ understanding of both the product and the domain, Westbrook can advise and build a compelling business solution.

A bit of a deep dive

ByBox and Salesforce together can:

  1. At the point of part order show where either the available stock is relative to the Service Appointment (SA) or where the stock can be sent to if the stock isn’t local to the SA.

  2. Show the stock levels of a particular ByBox location at any one moment in time.

  3. Improve the classic Salesforce field service stock objects; Product Item, Product Request, Product Transfer and Product Request lines.

  4. Currently only basic information is held within these. ByBox can not only improve the forward stocking efficiency but can also allow end users to see where they are using stock and how often.

  5. Look at returns and the amount of returns. A returns record would likely be created within Salesforce as a part, perhaps an expensive part, is removed and returned for refurbishment.

  6. Assuming Salesforce is the record of truth for parts orders show the min max levels of that particular part within the Product Item object within Salesforce. Allowing the user to see how much stock is available and to point 2, where that stock is held.

  7. ByBox has the opportunity to improve the Salesforce product in the area

  8. Within the Salesforce Gantt map, show the favoured technician based on ByBox location as part of the Scheduling Policy algorithm. This is a suggestion from Salesforce SE’s themselves.

  9. ByBox drives efficiencies and part of the attraction of being associated with Salesforce is the potential to have all of these efficiencies held with a dashboard inside Salesforce reporting. Using Salesforce, users can be provided a constant feed of how much time, money and emission reduction ByBox is driving – with the capability to create a constant comparison feed of the new routes versus what would have been the old route.

Summary

The combination of Salesforce and ByBox delivers an end to end Field Service solution, building an integrated Field Service Management and supply chain for spare parts and other components required in the field.

The net result is lower cost and more efficient service along with the enhanced ability to drive down inventory cost and wastage. All this while offering the option to introduce electric vehicles as a result of the far shorter trip distances.

If you would like to know more please contact either steve.jones@westbrook.co.uk

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