Calling #ServiceTrailblazers For Dreamforce 2018!

Dreamforce 2018 is here! And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are curated for anyone wanting to learn more about customer service and becoming a #ServiceTrailblazer! If you are Tweeting or want to follow what’s happening please join in the fun, share the info so everyone is included! The hashtags/handles are: #DF18 and #ServiceTrailblazers and @ServiceCloud @Dreamforce!

Have colleagues not attending DF? Watch sessions from your desk: http://bit.ly/ServiceKeynoteLive

Want to know how to get the ROI out of Dreamforce? This is an insider’s view on how two of our #ServiceTrailblazer customers (who attended Dreamforce ‘17) made the most of their experience and got the maximum return on their investment! Here’s the link to the on-demand webinar: https://sforce.co/2wzablw You’ll hear how these customers”

  • Plan with their team before Dreamforce
  • Collaborate at Dreamforce
  • And bring the “best of Dreamforce” back to their teams!

The Service Cloud Keynote: Thursday, September 27th! Arrive at 10:30 AM. Starts at 11:00 AM in Moscone North, Hall D – Add this to your agenda builder to make sure it’s on your calendar! sfdc.co/ServiceKeynote
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Constellation ShortList™ for Field Service Management

Constellation has announced the Constellation ShortList vendors in Field Service Management which provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service management software enables companies to be flexible and nimble when providing service. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service.

These offerings help companies improve their operational efficiencies by optimizing work-order routing and technician scheduling, which results in quicker resolution of issues. Analytics used in field services often optimize when services are deployed and how assets are tied to deployment of resources. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time. Helping provide an excellent customer experience is the most important aspect of field service management solutions.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research.  This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Constellation considers the following criteria for these solutions:

  • Good diagnostics prior to rolling out the truck
  • Resource management
  • Case management
  • Communication with the customer on the status of the technician’s arrival
  • Scheduling
  • Resource allocation
  • Inventory optimization
  • Mobile enablement.

Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, vendor selection projects, market share and internal research. These are the best-of-breed vendors that provide applications and services without bundling into another platform:

  • IFS
  • Oracle Field Service Cloud (formerly TOA Technologies)
  •  ServiceMax
  • ClickSoftware
  • PTC
  • SAP
  • Vertical Solutions.

For more information on the short lists, please see the Constellation Research site.

@Drnatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer-Facing Applications

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