Highly scalable depending on business needs.Customers are able to use virtual troubleshooting or be guided by remote technician if needed-allowing for increased resolution offsite and lowering travel and onsite costs.Solution: Enabling remote and self-guided support through Salesforce VRA, and moving a percentage of technicians who currently work on the road to remote support-where they can still see and hear what’s wrong.Challenge: Not having enough support to resolve jobs in a timely manner, or needing to downsize budget constraints preventing hiring and training new support.Lowered stress and optimized schedules for all technicians helps with employee retention and job satisfaction-as well as customer satisfaction rates.Lowers travel time and lead time for appointments.Provides training and in-field support, as well as natural knowledge and skill transfer for everything from routine to specialty tasks.Solution: Salesforce VRA allows the technicians with specialized knowledge to remotely assist the other technicians-who can now have optimized schedules based on service areas, client needs, and minimized travel and maintenance costs.Challenge: The need to service multiple types and brands of equipment, but the majority of your technicians only have general knowledge the ones with specialized knowledge need to travel more, leaving clients waiting and delaying service.Lowers contact while still delivering valuable one-on-one interaction for employees, businesses, and customers.Drives cost reductions and delivers a high ROI.It increases health and safety compliance options, as well as enables support for technicians that need to do jobs solo (e.g., due to security compliance or travel restrictions).Utilizes information and technology for better accessibility and remote diagnostics in the field-even when connectivity is limited.Has a rapid time to value and fast deployment in the Salesforce platform.Take away the VR/AR glasses and other specialty tech we normally associate with VR and AR, replace it with something we use every day, and you eliminate not only the issues listed in the previous section, but the host of other reasons AR and VR has suffered from slow adoption rates-like the initial investment costs.
Salesforce VRA (Visual Remote Assistant) is an addition to Service Cloud that is capable of delivering the same benefits as traditional AR and has been adapted to work on mobile devices. So, even if your field service employees are enthusiastic about adopting AR or VR, which a lot are, it presents some issues and a big learning curve.
They’re already dealing with a lot-now make them responsible for an unfamiliar and expensive piece of equipment-including: One reason is that the technology poses some major issues for the day-to-day realities of a FS workers. Virtual reality (VR) and augmented reality (AR) being used to optimize aspects of field service management (FSM) isn’t a new concept-as they can both potentially deliver significant benefits for field service (FS) organizations.ĭespite this, and despite technology experts singing the praises of VR and AR in the industry for years, FS has been slow to embrace it. A New, More Accessible Option for VR from Salesforce: Is it Right for Your Business? Author: Matt McCallum
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