Your services team is ready to jump in and help. But often they are slowed down by disconnected processes, systems, and information, or impacted by inefficient scheduling and systems that can’t keep pace with your business.

That’s why Salesforce has just announced Field Service Lightning.

Salesforce Field Service Lightning is a modern approach to field service that’s built for mobile and the Internet of Things (IoT). You can now unite customers, connected devices, agents, dispatchers, and employees in the field on one powerful service platform to deliver a seamless customer experience from phone to field.

It helps your organization to:

• Create work orders from any case, fast
• Manage complex assets
• Schedule and dispatch work, intelligently
• Manage and monitor technicians
• Access information from any mobile device
• Monitor performance in real time

Providing a truly differentiated and best-in-class service experience means meeting and exceeding your customer’s expectations at every interaction. Let our team help you assess if Field Service Lightning is right for your services team.

Contact us today at info@westcoastconsulting.com to schedule your free assessment.

#Lightning #SalesforceLightning #ClassictoLightningMigration #ServiceCloud #SalesforceFieldService

Choosing The Right Support App To Grow Your Business

If you’re trying to select a support app for your business there are enough options to make this task rather daunting. Two of the most talked about service-desk support tools are Desk.com and Service Cloud – both from Salesforce! By leveraging cloud-based tools to deliver outstanding service, companies will ensure that their customers are faithful to their products and even recommend them to their peers. Depending on the size and scope of your company, Desk.com or Service Cloud will help you meet and exceed your service goals and become a truly customer-focused organization. (more…)

With many successful Service Cloud implementations, West Coast Consulting Group has developed a top 10 checklist for deploying the Service Cloud to global call center operations.

Below are ten steps we suggest following, prior to ‘Go-Live’:

1. Single Point of Contact
When going live, the level of activity and emotion tends to run high and things can be chaotic if there are too many points of contact. Having a designated single point of contact from the customer team minimizes noise and confusion and makes the cut-over go much more smoothly. (more…)

Salesforce.com has the most sophisticated Service CRM solution today. When Salesforce launched it was a sales tool for tracking and monitoring interactions, purely from a sales perspective.  As the platform grew and customers had a need to integrate their service organization, Salesforce.com launched their call center application. Since its release in 2005, it has evolved significantly from its call center starting point to become a service platform across all channels. (more…)