Enhancing Field Service Operations with SFS-X

Author: Veronique Fugere

We’re excited to introduce you to SFS-X (Salesforce Field Service Extensions), our latest app now available on the AppExchange.

SFS-X is a complete set of features that are designed to improve the operations of Salesforce Field Service. Our aim is to provide solutions that optimize and increase productivity in Field Service operations for businesses of all sizes.

In this blog post, we will explain why we developed this app, highlight its current features, outline our future plans, and explain why it is an important investment for the success of Field Service clients.

From Experience to Product

The concept of the SFS-X app stemmed from our team’s extensive experience in implementing field service solutions for over two decades. Having observed recurring gaps in existing solutions across various industries, we decided to create SFS-X to address these common pain points and offer benefits to a wider range of clients.

Our SFS-X solutions:

• Address common challenges and gaps faced by field service teams
• Focus on dispatcher and technician efficiency, technician safety, and user experience
• Enhance and streamline the capabilities of field service operations for businesses of all sizes
• Are designed based on industry insights and client feedback, ensuring it meets diverse business needs within their Field Service operations

Current Features

The features currently offered as of this blog posting:

• Mobile Layout

Optimize the way technicians interact with Field Service data by controlling the layout and organization of fields and tabs for a customized mobile layout view. Addressing the challenges of endless scrolling and a cluttered user interface when it comes to viewing Field Service information for technicians on their mobile app. Administrators can customize tabs and fields to display the exact information needed, in the order that makes sense for their technicians.

• Working Alone Timer and Alert System

Improve technician safety by sending real-time alerts to dispatchers when technicians indicate they are working alone and engaged in potentially high-risk tasks, ensuring timely support and intervention when necessary.

• Dynamic Status Transitions

Simplify service appointment status updates for technicians with a streamlined user interface displaying only the next valid status transition options based on your organization’s unique configuration.

Technicians are presented with only the next valid status options, guiding them through the service appointment lifecycle. This reduces errors and speeds up the status update process.

Support and Continuous Innovation

The features included in our initial release are just the beginning; we’re committed to delivering more features to further elevate Field Service capabilities.

With numerous features already in the pipeline, we’re currently in the development phase for Mass Creation of Recurring Non-Availabilities and a basic version of a Timesheet Management Application.

Our development process starts with gathering requests and ideas from our business unit leads. These requests and ideas are then:

• Evaluated based on specific criteria, with a focus on strategic alignment and value to our business and clients.
• Prioritized by features that offer high value and align with our strategic direction, to ensure that each enhancement contributes to the overall effectiveness of the app.

Not only will we be releasing new versions of the app with new features, but we are also working to continuously improve the current features based on client feedback.

• Customer observations and feedback will play a pivotal role in driving enhancements.
• We actively embrace new ideas, technologies, and approaches that originate from client interactions, strategic direction, and return on investment, acknowledging that there is always room for improvement.

SFS-X has user and installation guides, but some clients may require additional assistance to optimize the app’s functionality. Our delivery team can provide support and guidance to ensure you benefit from the app’s full potential.

Selectable Features and Flexible Pricing Model

We understand that one size may not fit all, and our SFS-X app offers a customizable approach, allowing you to selectively activate features that suit your unique needs.

Our pricing model also reflects this flexible approach. We don’t believe that defining one pricing model will work for all clients, so we’ve developed a pricing matrix that will provide a high-level estimate of cost based on what you are looking for.

Factors that determine your total cost:

• Enabled feature(s)
• Preferred license approach
• Applicable application fees
• Number of users
• Support levels

ROI and Benefits Compared to Custom Solutions

Customizations are often necessary to meet the complex needs of field service operations beyond what standard configurations can offer.

When comparing ROI and benefits between custom solutions and the SFS-X app, we ensure that our app provides comparable or even superior value.

SFS-X provides ongoing support and updates for continued relevance and effectiveness. We promptly address Salesforce updates impacting the app’s design with new versions for clients to upload.

Developing managed packages such as the SFS-X app presents unique challenges compared to customizations for individual clients. Testing, coding, and release processes differ significantly, requiring meticulous attention to detail and foresight. Despite these challenges, we are committed to delivering high-quality, flexible solutions that meet the evolving needs of Field Service clients.

Your Partner for Field Service Mangement Success

As you look to optimize your field service operations, consider SFS-X as an extension to your field service capabilities. With intuitive features, flexible pricing, and ongoing innovation, SFS-X is positioned to transform the way you manage your field service teams.

Please feel free to contact us for any solution advice, support, or services you may need.