Field service operations in manufacturing are evolving. It’s no longer just about solving problems after they occur—manufacturers are finding ways to stay ahead of issues, ensuring machines keep running, technicians have everything they need, and customers are well taken care of.
At Coastal, we work with manufacturers to modernize these operations through Salesforce Field Service, combining advanced technology with a strategic approach to make service faster, smarter, and more efficient.
Why Modernizing Manufacturing Field Service Matters
Manufacturers face many moving parts in their service operations: coordinating technician schedules, managing inventory, and meeting customers’ expectations. A disconnected system often leads to costly delays or unsatisfied customers.
With Salesforce Field Service, manufacturers can create a service operation that’s both proactive and well-organized, giving them the ability to solve problems before they turn into bigger issues.
When you upgrade your field service processes, you’re not just fixing things faster—you’re creating a smooth, efficient workflow that delivers real value to your business. Let’s explore the five key elements of successful field service optimization using Salesforce.
Key Elements of Successful Manufacturing Field Service Modernization
Field Service Asset Management
Managing physical assets is key to manufacturing success. Field Service Asset Management in Salesforce Field Service helps manufacturers keep equipment running smoothly and minimize downtime. By tracking asset conditions, keeping service records, and focusing on meeting service contract goals, manufacturers can ensure their equipment stays in top shape and delivers consistent results.
For example, manufacturers can plan maintenance based on equipment use, allowing time for tasks like accessing the site or arranging necessary parts. This proactive approach helps keep production running smoothly and prevents costly emergency repairs. Keeping track of changes and pricing assets accurately also gives manufacturers a clearer picture of how well their equipment is performing.
Pro Tip: Use Field Service Asset Management to set up alerts for key equipment conditions, like when temperatures get too high or after a set number of hours of use. This way, your team can act before problems get worse. Look at past maintenance records to spot trends and adjust your schedules to stay ahead of potential issues, making your maintenance more effective.
Mobile Workforce Empowerment and Knowledge Management
When your technicians have the information they need at their fingertips, they can do their jobs faster and more efficiently. Technicians can use the Salesforce Field Service mobile app to access work orders, customer details, and even inventory levels on the go. They can also update job statuses, search for troubleshooting guides, and upload photos from the field, ensuring every detail is captured in real time.
Think about a technician arriving on-site fully prepared. With the entire job history at their disposal, they can quickly address the issue, follow safety protocols, and report back instantly. This seamless access to data means jobs are completed more accurately and efficiently.
Pro Tip: Increase the effectiveness of your mobile workforce by enabling offline access in the Field Service mobile app. Technicians in remote areas or locations with poor connectivity will still have access to all necessary information and can update job statuses as soon as they regain network access, ensuring nothing gets lost.
AI-Driven Scheduling and Optimization
Optimizing technician schedules across different locations and jobs can feel like solving a puzzle. Salesforce Field Service uses AI to make that process seamless. By factoring in technician skills, location, and job urgency, the platform automatically assigns the right person to the right job, reducing travel time and ensuring every job gets done on time.
When an urgent repair request comes in, the system quickly reassigns technicians without disrupting other scheduled jobs. That kind of flexibility lets manufacturers handle emergencies efficiently while still maintaining smooth operations.
Pro Tip: Take full advantage of AI-driven scheduling by feeding it data on technician performance over time. Measure first-time fix rates, time to complete specific job types, and even customer satisfaction post-appointment. This will help the AI refine its future scheduling recommendations to better match technicians with the jobs they excel at, maximizing efficiency and customer outcomes.
Inventory Management
A successful repair depends on having the right parts on hand. Salesforce Field Service makes it easy for technicians to know exactly what parts they have in their van or nearby warehouses. As they use parts during a job, the system automatically updates inventory levels, so stock is always accurate, and future jobs aren’t delayed by missing parts.
Picture this: a technician checks their inventory before arriving on-site and sees they have the exact part needed for the repair. No wasted trips back to the warehouse, no downtime—just faster, more efficient service.
Pro Tip: Go beyond basic inventory tracking by analyzing usage trends. Monitor which parts are most frequently used and which are rarely touched to optimize inventory restocking. This can prevent over-ordering slow-moving items while ensuring critical parts are always available.
A Customer-Centric Service Approach
Field service teams aren’t just fixing problems—they’re the face of your company when interacting with customers. Salesforce Field Service helps improve that experience by automating customer notifications. Whether confirming a technician’s arrival time or updating a customer on the job’s progress, the system keeps customers informed and reassured throughout the process.
Customers want to know when to expect their technician and appreciate accurate updates. With Field Service, you can offer that visibility, creating a smoother, more positive customer experience.
Pro Tip: For a more personalized touch, use customer feedback data to enhance automated communication. Track your customers’ communication preferences (e.g., SMS, email) and frequency. Use feedback loops to customize your automated messages to keep customers informed and reinforce your company’s commitment to great service, driving stronger customer loyalty.
Avoiding Common Pitfalls in Manufacturing Field Service Modernization
Transitioning to a more modern, data-driven field service approach is challenging, but the right strategy makes all the difference:
- Engage your team early: Successfully adopting new tools requires buy-in. Show your technicians and field managers how these changes will make their jobs easier and more efficient.
- Integrate your systems: Field service operates best when everything is connected. Make sure your IoT devices, ERP, CRM, and field service platforms are integrated to eliminate data silos and provide a clear view of operations.
- Keep your goals clear: It’s not just about adopting technology for technology’s sake. Be clear on what you want to achieve—whether it’s reducing downtime, improving customer satisfaction, or streamlining operations—and make sure your new systems support those goals.
Real-World Application: Field Service Optimization at ADT
At Coastal, we’ve partnered with many businesses to take their field service operations from basic to best-in-class, delivering smarter, more efficient service that drives measurable business impact.
Take our work with ADT, a leader in home security. Though not a manufacturer, ADT’s field service transformation is a perfect example of how Coastal reimagines service operations with Salesforce Field Service.
ADT needed to streamline its technician workflows and improve customer experience as part of their OneSalesforce digital transformation. Coastal customized Salesforce Field Service to empower ADT’s technicians, enabling them to set up security systems, upsell products, and collect payments—all on site.
The result? Faster service delivery, happier technicians, and higher customer satisfaction. These same strategies are equally valuable to manufacturers looking to modernize their field service operations.
Next Step to Modernize Manufacturing Field Service for Impact
Upgrading your field service operations isn’t just about new technology—it’s about making service smarter, more proactive, and more customer-focused. With Salesforce Field Service, manufacturers have the tools to streamline every aspect of service delivery, from scheduling to inventory to customer communications.
At Coastal, we’re passionate about helping manufacturers turn field service into a strategic advantage. Whether you want to reduce downtime, improve efficiency, or enhance the customer experience, we’re here to help you achieve it. Let’s discuss how we can transform your field service operations and set you up for long-term success.
