We Must Have Our Technological Foundations Right in Field Service (podcast highlights)

Nov 09, 2020 • FeaturesDigital TransformationSalesforceThe Field Service PodcastCovid-19Remote Services

Salesforce's Gary Brandeleer and Field Service News' Kris Oldland discuss the importance of having the foundations of field service management tools in place before we can explore the next iteration of service management technologies... 


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In a recent exclusive Field Service News white paper written by Kris Oldland and published in partnership with Salesforce, we explored the shifting dynamics of the fundamental value proposition of service delivery in a world of remote first service delivery. However, while there was a lot of room for error in the first few months of the pandemic as we were all just grateful for the monumental efforts it took to deliver even basic service, now we are at a point where customer expectations are beginning to return.

Remote service delivery remains an acceptable delivery mechanism, however, the teething problems of some of our early initial attempts may no longer cut the mustard. Within the white paper Oldland explored some of the key technologies that are essential for efficient remote service that will meet customer expectation. As a follow up to that white paper Salesforce’s Gary Brandeleer joined Oldland as a guest on the Field Service Podcast to bring his insight to the table. It was a wide-ranging conversation but in this excerpt from that episode the focus is on the tools we need to make remote service a seamless offering for our customers.

Of course, this was an area of the topic where Brandeleer was really able to bring a huge amount of direct insight, drawing upon the vast experience of himself and colleagues at Salesforce in terms of the companies that they've already directly helped with huge digital transformation projects.


"That's where I think there is still a part for technologies to still evolve. I think the whole install base little by little needs to be refreshed and evolve as well..."
Gary Brandeller, Salesforce


I think what is critical is to do the basics, right,” explained Brandeleer.

“I think what we saw with COVID-19, was that the companies that didn't control their basics, were unable to actually react and adapt fast enough. These technologies are really, really impactful, but can only be impactful if you have the right data. They can only be impactful if you are already connecting your install base, if you're already doing warranty tracking, if you already know your customer when is calling you.

“From there, you can move little by little to a different solution. So for example, when you think about AI, there is the optimization engine that we are providing, and things like this, I guess, but I think there are other places where AI can really augment the experience of the technician in that context of ‘can we serve the customer?’ We must establish, can we use AI to offer remote diagnostics of the problem and can we find a solution?

“Ideally, you would even say, that AI if can identify one or two solution, can a human further expand on that and say ‘out of two solutions suggested by AI we should apply the first one, which can be pushed remotely via IoT, for example?” Brandeleer suggests.

“I think that's the vision of the future,” he continues before adding “Are we there? I think not yet. COVID-19 is going to accelerate that. But when you think about IoT connected devices, there are still many, many devices out there, especially in manufacturing where the install base that is pretty old, with assets still working and still being maintained. So, that's where I think there is still a part for technologies to still evolve. I think the whole install base little by little needs to be refreshed and evolve as well.”


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