Episode 11: Synergize Field Service Management with Revenue Solutions

From Arc 4: Monetizing Field Service: Our Revenue-Centric Solution to Optimize Your Operations’ ROI

February 27, 2024 | 12 minutes

This episode features co-host Peter McMullan and guest Erik Nelson (Salesforce Manufacturing Solutions Lead at Diabsolut), as they discuss how exactly tying together data and systems helps across various aspects of a field service organization — including customers, the back-office, and the field.

Key takeaways

• Revenue leakage is often tied to difficulty accessing complete and accurate information from task to task and team to team — which is directly related to fragmented systems and processes
• There are 3 recommended steps to fix this: consolidate main systems and data onto a unified platform, address inefficiencies with automation and data visibility, and integrate back-end systems to ensure upfront data access is accurate and complete
• It’s necessary to connect systems, as well as sales and service, to empower technicians to make onsite sales
• Industry trends include using connected systems and AI to go from reactive to proactive operations, which helps avoid downtime, negate costs, and empower customers

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Highlights & Timestamps

0:00 | Introduction
1:48 | Erik’s POV: Revenue management in the manufacturing industry
3:22 | Closing revenue leakage gaps with your field service platform
5:17 | Focus on your people: Empowering your back-office staff
6:54 | Benefits for your service technicians
7:50 | Improving efficiency on the field
9:00 | The customer experience: Proactiveness and self-service
10:04 | Conclusion

Speakers

Host

Peter McMullan, Solutions Consultant at Diabsolut
As a seasoned member of the Pre-Sales team, Peter brings an expertise in service management, focusing on field service and improving operations within service organizations. His background in engineering gives him a fresh, solution-driven perspective that he leverages to analyze problems. Peter proves himself to be a trusted advisor to Diabsolut and customers through his understanding of business analysis, process improvement, development, and configuration in designing and demonstrating tailored solutions.

Guest Speaker

Erik Nelson, Manufacturing Solutions Lead at Diabsolut
Erik Nelson joined Diabsolut with 22 years from Caterpillar, to become a Manufacturing Solutions Lead and part of our Manufacturing Cloud Center of Excellence. He has led dozens of Salesforce implementations and served in multiple roles over the past 12 years — while also building strong relationships with business partners as an Enterprise CRM product owner and applying both security and governance processes to transform growth.

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