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Salesforce Lightning Field Service Review – 2019

May 24, 2019

9:00 am

Lightning-Field Service Logo
  • Established: 1999
  • HQ: San Francisco, CA
  • Plenty of helpful features
  • Simple, comprehensive interface
  • AI-powered software
  • Customizable
  • 24/7 support
  • Offers free trial

AI-powered software for accurate field service management.

When big companies decide to tackle field service software, it’s a good thing. Salesforce, with their plentiful resources and industry clout, launched Lightning Field Service in hopes of providing a comprehensive, resource-rich platform that can help field service business owners manage their entire team.

Lightning’s intelligent features handle everything from dispatching technicians to assigning schedules. It even has artificial intelligence-powered image recognition technology built in to the platform so field technicians get it right the first time.

  • Good for medium to large business looking to make field service management easier
  • The software includes AI-powered image recognition that helps field technicians realize what parts they need to get the job done
  • Services industries including manufacturing, financial services, healthcare, life sciences, retail, and consumer goods

Lightning Field Service houses some of the most innovative features on the market, including AI-powered image recognition that assists technicians in the field.

Customer service is a priority, as they provide 24/7 coverage over the phone or via online chat with a live rep.

This software also makes analytics and reporting easy by providing real-time data to users from multiple systems on a single platform.

Pros

  • Powered by AI
  • 24/7 customer support
  • Advanced analytics features

Cons

  • Expensive
  • Mostly for larger companies

Price

See how Salesforce Lightning Field Service compares to other leading field service software providers with our handy comparison form.

Lightning Field Service: Features and Benefits

Field service management is more than just a simple job; it takes a wide range of moving parts to keep track of employees, manage customer concerns, and deliver a quality product. Fortunately, Salesforce Field Service Lightning comes with all the features you’ll need to make sure everything runs smoothly from the beginning of the job to payment.

Not only will you have access to these fairly standard field service features, you’ll also have the resources of a large and successful company like Salesforce. And you can’t put a price on that.

Technician Scheduling

Using Salesforce Field Service Lightning

In a field service business, scheduling technicians is a big part of the job. But with Salesforce Field Service Lightning, you’ll be able to turn this menial task into a simple click and save time in the process. Plus, you’ll be able to send out multiple technicians, with multiple asset loads, to a single job so you’ll save even more time without all any tedious double work.

Real-Time Analytics & Reporting

It’s hard to know if a software is helping or hurting without data. With Salesforce Field Service Lightning, you’ll never have that problem, as their thorough analytics platform will help you not only keep track of your technicians, but also make sure they’re working smart. Ultimately, this data will help you improve productivity across the board, as you’ll have the information you need to make the right choices in your field service business.

Instant Communication with Team

Salesforce Field Service Lightning provides users with an instant “Chatter” tool that lets managers, dispatchers, and mobile employees communicate in real time. This will help you avoid problems like double booking while increasing the accuracy of your overall operation. This feature is available across every iteration of the software, so you can use it however you see fit to improve your team.

Service Contracts

There’s nothing worse than being stuck because of paperwork. With Salesforce Field Service Lightning, you can update, change, and confirm contracts in the field, so customers will feel like they have options. It prioritizes customer service in a way that makes it not only easy to get the job done, but also fosters trust between customers and technicians leading to repeat business.

AI-Powered Image Recognition

Customers know when something isn’t working, but they usually don’t know why. With AI-powered image recognition technology, Salesforce Field Service Lightning can assist technicians by letting them know exactly what parts they’ll likely need for the job, before they leave, and without any human intervention. This will save time on jobs by eliminating the need for asset delivery. It also benefits customer service by getting the job done the first time.

Get a Quote for Lightning Field Service Customized for Your Business

Connect your entire business with Field Service Lightning

To get it right, field service businesses require a keen attention to detail that is hard to manage without a software like Salesforce Field Service Lightning. When you use this software, you’ll be able to keep all the balls in the air so nothing will fall by the wayside.

Check out this brief video clearly explaining exactly what Salesforce Field Service Lightning can do for your business and how you’ll be able to make your customers, your employees, and your business infinitely more productive.

Set Up and Customer Support

Yes, Lightning is designed to make running your business easier, but everything doesn’t always go according to plan. Luckily, this software comes with a skilled, well-trained customer support team designed to make any problem go away. You’ll enjoy coverage 24 hours a day, 7 days a week, so any issue can be resolved, no matter what time it is.

However, when it comes to setup, things can get a little sticky. With multiple reviews pointing to a complicated setup process, it might be worth looking into training options, which are available on their website.

Support & Training

Support options

  • Phone
  • Live Online Support
  • 24/7 Coverage

Training options

  • Documentation
  • In-Person
  • Webinars
  • Live Online

Plans and Pricing

Understanding the cost is one of the most important aspects of deciding whether or not to buy a field service management software. While Lightning isn’t the most affordable software out there, the wide variety of price plans gives you the power to pay for exactly what you need.

The price of Lightning largely depends on the type of service role that will need the software. Whether its mobile employees, dispatchers, or contractors, you’ll be able to pick the right package for your business.

Once you know what you’re going to use Salesforce Field Service Lightning for, the price comes down to how many users you plan on having access to the software. With two options, enterprise and plus, you’ll be able to manage your small or large field service business with ease. Get a tailored quote today to understand exactly what your business would need to pay.

Case Studies

Lightning Field Service might seem like an intangible software, but real companies use it everyday, and they’re pretty happy with the results.

Coherent

Keeping customers happy is the best way to make sure your business stays, well, in business. Dealing with complicated systems, however, can take away customer face-time, which is why Ron Zielinski, Vice President of Global Service for Coherent, knew that getting Lightning Field Service could make a big difference down the line.

“With Field Service Lightning, our technicians spend more time serving the customer than managing the system,” said Zielinski.

Lippert Components Lippert Components

In 2019, entering data points has become a big part of running a business, at least it was for Lippert Components. However, with a service like Lightning Field Service, they were able to stop wasting time on menial tasks and start focusing on what’s important when it comes to growing your company.

“Leveraging the Salesforce Platform, we can focus on our customers rather than data entry points, and deliver a greater service experience,” said Nicole Sult, Director of Customer Service for Lippert Components.

Lightning Field Service: The Verdict

Yes, the price of Salesforce Lightning is a bit higher, but that’s only because the number of features are so vast and the types of users are so diverse. You get access to tools for dispatchers, managers, and employees all on a single platform. Plus, with AI-powered image recognition, you’re getting a unique feature to help you set your business apart from the competition.

In so many words, Salesforce Field Service Lightning is the heavy-duty option you need for a big business looking to get bigger.

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Conor is the Senior Writer for Tech.co. For the last four years, he’s written about everything from Kickstarter campaigns and budding startups to tech titans and innovative technologies. His extensive background in stand-up comedy made him the perfect person to host tech-centric events like Startup Night at SXSW and the Timmy Awards for Tech in Motion. You can email Conor at conor@tech.co.