Manufacturing businesses often face challenges with decentralized field service and inefficient case resolution, which can lead to decreased productivity and revenue loss. However, investing in CRM technology can help businesses overcome these challenges and optimize their field operations. Salesforce is a powerful tool that can help manufacturers streamline their operations and improve their bottom line. In this blog, we will explore some of the functionalities of Salesforce’s Field Service that can help manufacturers optimize their field operations and improve their case resolution.
Inefficient case resolution can lead to decreased customer satisfaction and revenue loss. Salesforce’s Email-to-Case functionality can help manufacturers streamline their case resolution process by automatically creating cases from customer emails and routing them to the appropriate agent for resolution.
Omnichannel Chat to Agent Demo:
Customers are looking for faster and more efficient ways to escalate their issues to their partners. Salesforce’s Omnichannel Chat to Agent functionality can help manufacturers reduce service times by providing a single platform to directly communicate between clients and agents.
Chatbot Create a Case Demo:
Chatbots can deflect common customer issues by asking initial questions, gathering additional information, or even creating cases without clients even talking to agents. Salesforce’s Chatbot Create a Case functionality can help manufacturers streamline their service times and case resolution process by enabling chatbots to connect in real-time with customers.
Chatbot Transfer to Agent Demo:
Customers may want to chat with an agent instead of continuing their conversation with a chatbot, but agents shouldn’t start gathering their information from scratch. Salesforce’s Chatbot Transfer to Agent functionality can provide seamless handoffs from chatbots to live agents ensuring that the customer’s inquiry is documented in order to be resolved quickly and efficiently.
Visual Remote Assistant Demo:
Remote assistance can be a valuable tool for clients who need to solve more specific issues. Salesforce’s Visual Remote Assistant functionality can help manufacturers implement real-time and more personal conversations that enable customers to share video or images, providing agents with a better understanding of the issues they are facing to solve them.
Field Service powerful functionalities, such as Omnichannel Chat to Agent, Email-to-Case, Chatbot Create a Case, Chatbot Transfer to Agent, and Visual Remote Assistant, can help manufacturers optimize their field service operations, streamline their case resolution process, and provide faster ways to assist customers. Contact us if you’re interested in learning more about how Salesforce and our deep manufacturing expertise can help your business implement these functionalities.