A Wild Ride into Automation: Reflecting on 7 Months with Field Service Lightning
- Amanda Lillemoe
- Oct 8, 2024
- 2 min read
Has it really been seven months? Time flies when you’re ditching paper for the sleek world of Field Service Lightning! While we started transitioning in January, the real fun began in March. Since then, it’s been amazing to watch our techs adapt, each finding their own way to use the tool—whether it’s the app on their phone, the tablet, or even a laptop for reports.
Picture this: Our technicians are out there with their tablets, phones, laptops—and each has found their own way to use Field Service Lightning. Some are all about the app on their phones, others stick with the tablets, and one even cracks open a laptop to type up reports! The flexibility is fantastic, and each tech is rocking their own style.
Now, what’s really cool is the range of experience on our team. We’ve got folks who’ve been with us for 40 years and others who are just wrapping up their second year. No matter where they are on that timeline, they’ve embraced this tech in their own ways. Some parts they love, others… well, they’re still warming up to.
From my vantage point, here’s what’s working:
Salesforce Integration = Magic
Integrating Field Service Lightning into our existing Salesforce setup has been awesome. One click, and we’re in the loop. Want to see which machine a tech is working on? Done. Need to check out the latest service report? Easy. It’s like we have a direct line to what’s happening in the field without needing to chase down paperwork.
Dashboards Are Our New Best Friend
We’ve only just started playing with the reporting and dashboards. Seeing a 75-year-old company continue to push forward with fresh technology is just… fun. Now, we can track everything we’ve done for a customer with a couple of clicks. It’s a dream come true for anyone who loves a good chart.
Automated Customer Reminders? Yes, Please!
One of my personal favorites: the email template feature. Now we can send out reminders to customers automatically, they look professional, and best of all, we can track if they’ve opened and read them. It’s like having superpowers in customer service, and we’re just getting started.
Looking back, it’s great to see how far we’ve come, but it’s also a perfect time to think about what’s next. Our techs definitely have ideas (oh, do they have ideas), and we're here for it.
Every tweak we make just makes our service techs lives—and our customers' experiences—better. More synergy, more improvements, more reasons to keep moving forward!
Here’s to the next seven months of pushing boundaries, making things better, and maybe even more dashboards!
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