Salesforce.com, Inc. (NYSE:CRM) Launches New Field Service Product In A Hurry
In a hurried yet important move, Salesforce.com, Inc. (NYSE:CRM) has launched a new field service that it calls Field Service Lightning. The hurried release of Field Service Lightning saw Salesforce skip pilot testing of the service.
With Field Service Lightning, Salesforce.com, Inc. (NYSE:CRM) can now connect phone to the field as its senior director of product marketing Bobby Amezaga puts it. But you also see a company racing to catch up in a tit-for-tat-like contest against Microsoft Corporation (NASDAQ:MSFT) and Oracle Corporation (NYSE:ORCL). These two rivals have in the recent times escalated their participation in customer service, customer tracking and marketing.
Salesforce’s Field Service Lightning makes use of a technology borrowed from ClickSoftware. But it sits on top of Salesforce’s own Service Cloud.
Native field service product
The launch of Field Service Lightning is expected to see Salesforce.com, Inc. (NYSE:CRM) reduce reliance on third-party platforms such as ServiceMax to render field services to its customers. According to Amezaga, the release of Field Service Lightning is less about escalating tit-for-tat campaign against the competition but more about responding to customer request. For a long time, Amezaga says customers have been asking them for a native field service solution.
Salesforce.com, Inc. (NYSE:CRM) claims its Field Service Lightning introduces a seamless connection between customers and service reps in the company. For example, a Salesforce service rep working Service Cloud environment will receive a service request and proceed to pull out all the relevant information about a customer. From there, intelligent scheduling will be done using ClickSoftware technology.
What follows next would be for the system to locate the field service technician closest to the customer or the one who is most skilled in solving the particular issue in question. Communications with the field tech assigned to handle the problem will all take on place on a mobile device such as a smartphone or tablet.
Salesforce says that its Field Service Lightning further enables the field person to understand the problem before that check into the customers place. After the field person is done fixing the problem, they are able to update the customer records faster and conveniently and all others involved back in the company can see the interaction.
It will be interesting to see if Field Service Lightning can help Salesforce.com, Inc. (NYSE:CRM) to push back against Microsoft and Oracle in the customers tracking and service market.
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