Field Service Lightning, the first attempt by Salesforce to integrate Field Service Management with their current platform has proved to be a success. The 2017 Gartner Magic Quadrant for Field Service Management has marked Salesforce as a Challenger. This is a huge accomplishment for Salesforce, to be recognized at this level by Gartner within the first year itself. Salesforce believes that it is their customer focused approach to design has got them successful, apart from the intelligent features offered by FSL.
The FSM market is estimated to be worth $3.61 billion by 2021. With this in mind, Salesforce included FSM development to their strategies and came up with Field Service Lightning in 2016. A year from then, Salesforce has been placed as a Challenger in 2017 Gartner Magic Quadrant.
FSM solutions ease up the efforts which was initially required to manage a field team smoothly. Field Service Lightning provides an efficient low cost resource management. It is possible to have reliable communications between systems and different departments involved without any time delays. FSL uses Einstein Analytics to enable mobile workers to determine part numbers by simply identifying a picture from the technician.
The integrated systems provides visibility of all departments at field level and this help technicians provide accurate answers to customer queries. The end result is a satisfied customer experience
Gartner Peer Insights reviews reflect that companies are trusting Salesforce FSL to empower customer relations further with complete on-site support, despite a few setbacks
This gives you everything Field Service needs, flexible, scalable and efficient.
— Associate Director IT in the Healthcare Industry
With FSL having 20,000 active users currently, Salesforce is already paving its way to success in extending their services into the field.
