SAN FRANCISCO, July 12, 2017 /PRNewswire/ -- Salesforce [NYSE: CRM], the global leader in CRM, today introduced Einstein AI and Analytics for Field Service Lightning, empowering companies to deliver a smarter onsite customer experience that is built on the world's #1 customer service platform. Field Service Lightning now brings together the insights and intelligence mobile workers need to increase productivity, boost onsite efficiency and drive revenue.

The Salesforce Service Cloud has redefined customer service across every major technological shift--including cloud, mobile, social, messaging and more. And last year, with the introduction of Field Service Lightning, Salesforce extended the power of Service Cloud to create a full-service platform for managers, dispatchers and mobile workers. However, as the multi-billion dollar field service market(([1])) expands into new industries--including finance, healthcare, manufacturing and retail--there is even more demand to deliver onsite service. Field service technicians have to deal with complicated equipment, but don't always have the right parts and often lack insight into pre-existing customer issues. This leads to confused employees, frustrated customers, and in the end, multiple trips to resolve customer issues.

Field Service Lightning Brings Insights, Onsite
Now, Salesforce is taking field service a step further, arming mobile workers with the intelligence and insight they need to be more productive and improve first-time fix rates. With three new innovations, Field Service Lightning enables a service organization--managers, dispatchers and mobile workers--to move with speed and efficiency. New innovations include:


    --  Einstein Vision for Field Service harnesses the power of artificial
        intelligence to bring image recognition to field service. Companies can
        leverage pre-trained image classifiers--or train their own custom
        classifiers--to handle a vast array of specialized image-recognition use
        cases. For example, with similar looking parts and serial numbers,
        dishwasher repairs are often complex. Now a dishwasher repairman who
        needs to replace a water inlet valve can simply snap a picture of the
        valve, and Einstein Vision for Field Service will quickly identify the
        exact product type--saving time for the customer, repairman and company.
    --  Equipment and Inventory Management leverages scheduling automation to
        ensure the correct work crew, equipment and trucks are always where they
        should be. Managers and dispatchers are able to send technicians into
        the field with confidence, knowing they're armed with the equipment and
        knowledge they need to complete any job during the first visit. For
        example, a cable company dispatcher is able to use Equipment and
        Inventory Management to automatically see which technician is closest to
        the customer and has the correct cable splitters necessary to get the
        customer's television set up successfully.
    --  Field Service Analytics provides actionable insights for managers to
        improve productivity throughout their mobile workforce. Service managers
        can now integrate all of their data into one easy-to-use application for
        a complete view of their mobile workforce. And then, they can take
        action right from their dashboards. For example, a service manager at a
        medical device company can quickly see that several of her technicians
        are struggling to install an EKG machine, enabling her to identify
        classes and set up times for them to shadow senior technicians to get
        on-the-job training.

Comments on the News: 


    --  "For nearly a decade, Salesforce has paved the way for innovation in the
        service industry," said Adam Blitzer, EVP and GM, Sales and Service
        Clouds, Salesforce. "Today, we're excited to bring our innovation a step
        further. With the introduction of Einstein and Analytics for Field
        Service Lightning, our customers will be able to deliver a smarter, more
        efficient onsite customer experience."
    --  "At Atlantic Energy, our goal is to create a cleaner, more energy
        efficient world," said Noel Zammit, CIO, Atlantic Energy, LLC. "With
        Field Service Lightning, we're able to arm our technicians with the
        intelligence and insights they need to service our customers faster than
        ever--reducing energy consumption and costs around the globe."
    --  "While the direct customer experience has benefitted from digital
        transformation, field technicians still struggle to deliver a modern
        onsite experience. Customer expectations have escalated across the
        board, and so have expectations for in-the-field diagnostics and issue
        resolution," said Mary Wardley, Program Vice President, Customer Care
        and CRM, IDC. "With features including image recognition, automated
        equipment tracking and analytics baked into the field service process,
        digital transformation is reaching the field and will enable companies
        to run their field service organization faster and more efficiently."

About Service Cloud
Service Cloud, the world's #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Whether engaging customers via messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products, Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences across every channel and adapting service operations to business needs quickly. Companies that have deployed Service Cloud have seen an average of 31 percent faster case resolution, an average of 28 percent increase in agent productivity, an average of 26 percent increase in customer retention, an average of 22 percent decrease in support costs, and an average of 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce. Salesforce has been recognized as a leader for nine consecutive years in the Gartner Magic Quadrant for CRM Customer Engagement Center.

Pricing and Availability


    --  Einstein Vision for Field Service is currently in pilot and is expected
        to be generally available in the first half of 2018.
    --  Field Service Equipment and Inventory Management is generally available
        today with any Field Service Lightning license, which starts at $150 for
        organizations that have at least one Service Cloud license in Enterprise
        Edition or above.
    --  Field Service Analytics is generally available today with any Service
        Analytics and Field Service Lightning license.

Additional Information


    --  To learn more about Salesforce Field Service Lightning please visit:
        https://www.salesforce.com/products/service-cloud/features/field-service
        -lightning/
    --  To learn more about Service Cloud, please visit:
        https://www.salesforce.com/service-cloud/overview/
    --  Discover how Service Cloud can help companies deliver personalized
        service to their customers via Trailhead:
        https://trailhead.salesforce.com/trail/service_cloud

Connect with Salesforce


    --  Like Salesforce on Facebook http://facebook.com/salesforce
    --  Follow @salesforce and @servicecloud on Twitter

About Salesforce
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.

(([1])) Markets and Markets, March 2017, Field Service Management Market by Solution (Schedule & Dispatch, Work Order Management, Mobile Field Execution), Service (Implementation, Training, Consulting), Deployment Type, User Type, Industry Vertical, and Region - Global Forecast to 2021

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SOURCE Salesforce