07 Mar How field service can improve manufacturing’s bottom line
The manufacturing industry is bustling with innovation, with the exciting frontiers of AR and AI bringing new forms of automation. But there are also serious challenges holding back many organizations. Most notably, manufacturing faces a staggering estimate of 2.1 million unfilled positions across all functions by 2030 if the industry at large doesn’t change the way it manages human resources. For some organizations, they may think they’re remedying the situation by streamlining headcount and shrinking some of their teams, such as field service reps, however, this strategy could be detrimental to the organization’s long-term growth.
As manufacturers make big labor decisions and revamp their strategies, it’s critical they don’t overlook field service reps. Resourcing with proactive field service reps can make all the difference for the bottom line. We’ll look at three specific ways your field service operations can raise revenue, including cross-sell and upsell opportunities, minimizing silos, and staying close to customer needs.
Unlock cross-sell and upsell opportunities
Selling to an existing customer is just plain business sense, especially when you have a 60–70 percent probability they’ll say yes to your upsell and cross-sell offers. Continuing to invest in your field service team and capabilities supports continued growth within your organization by keeping that additional touchpoint with your customers in place. Of course, your reps can’t do any of that if they don’t have a view of the complete information to support them. Thankfully, Salesforce’s Field Service offering gives agents a complete view of accounts, products, and services, including asset hierarchy, product tracking information, comparisons, and predictive future needs. Armed with this real-time data, field service agents are now empowered to cross-sell and upsell customers based on the products or services already in use and related offerings the platform suggests based on the customer history. This may be ordering additional parts, new service agreements, warranty extensions, etc. Additionally, these cross-sell and upsell opportunities will already be connected to the larger CRM, streamlining payment and elevating the overall customer journey for greater loyalty and greater financial returns.
Eliminate cross-department silos
Your field service reps are at the front lines of your business and, therefore, are uniquely positioned to remedy a decades-old challenge: the pivot to a customer experience focus over a product focus. Between customer relationships, ERP backend systems, and supply chain platforms, it’s far too easy for manufacturing customer data to get siloed across different groups and teams. Today’s customers expect a far more connected experience, and that’s pushing manufacturers to implement processes that bring their data into one home – don’t miss out on the perfect way to gather that data by putting the right technology in the hands of your field service team. At Simplus, we work with manufacturers to roll out more advanced field service models with Salesforce and our parent company, Infosys. When we implement the Infosys FSL accelerator for our manufacturing partners, for example, their teams are all working with the same data to resolve issues, so they can rest easy knowing on-site field reps aren’t leaving money on the table by missing a critical piece of customer intel. With sales, finance, field reps, and more all working together, the scramble for data is eliminated—saving time and encouraging more proactive sales.
You can read more about enabling smart, digital field service operations throughout your entire organization here.
Get ahead of your customers’ needs
Finally, save time and money with an optimized field service team by getting ahead of your customers’ needs. With an advanced field service model in place, reps can spend more time preventing issues from happening in the first place and supporting existing customers remotely rather than racing to check off a list of troubled customers. Armed with AI solutions to bolster your data collection, you can analyze the product data to identify lag times or upcoming replacement needs and reach out before the customer even realizes they need support. Manufacturers with these sorts of field service teams gain a notable competitive advantage because they not only minimize downtime and troubleshooting costs but they also delight customers by anticipating needs and fostering a relationship of trust.
Field service reps can be the secret ingredient to your organization’s overall sales success recipe—but you have to empower them with the tools and information they need to drive to the bottom line. To learn more about Manufacturing Cloud, Field Service Lightning, and other Salesforce offerings that can take your operations to the next level, reach out to Simplus today.