At Nextview we develop top-line solutions for our customers and we use the newest Salesforce features to create the best user experience possible. But once in a while we find apps we can’t top and recently we came across such an app;

Now normally we would not advertise external products but for this app we would like to make an exception, let me tell you why.

So as Nextview we are one of the few companies who have implemented Field Service Lightning or “FSL” in the Benelux. For those of you who don’t know FSL let me explain what it is; FSL is an extension to your Service Cloud, a Salesforce solution to easily plan and deliver high-volume on-site service. For example a good use case for FSL is a company specialized in onsite technical support, but it’s also used for sales teams and inspections.

Let’s take the technical support company as an example and for those of you who know Salesforce well this is very familiar; let’s name the company Universal Containers.

In this example Universal Containers repairs containers in harbours all over the world. As containers are used intensively and moved around the globe quickly a good planning is a must-have. So a container reaches the harbour and turns out to be leaking. The inspector logs a case in the Universal Containers Portal.

The customer service employee concludes a technician needs to be send and creates a work order and service appointment. The appointments are planned and “dripped” to the closest technician with the proper skills. This technician carries a smartphone and gets pushed a notification, she opens the FSL app and gets directions, within 2 hours after the case was logged the technician is in place. On location she opens the work order to see what needs to be done. Then she puts the phone away and starts repairing. Once finished she opens the app again and with help of a visual flow she registers everything she has done, how long it took her and which products were used. Then she closes the appointment and gets a notification for the next job.

After closing a report is automatically generated and sent to the container-owner, the case is closed and the container is on its way to another continent again.

Now FSL itself is already a very productive tool, but there is still some room for improvement. If you are the one responsible for the invoicing part you know how often customers call you disagreeing on what has been done or needed to be done to fix the problem. This mostly leads to unpleasant conversations and devalues customer experience.

Now what could prevent these discussions? Pictures! As a picture says more than a thousand words. If our technician would have taken pictures on starting and on finishing and these pictures would have been in the report, most likely the customer would understand the invoice.

Now adding pictures is possible with help of the Salesforce app, but you would have to manually switch between the FSL and Salesforce apps, upload the pictures in feed and then try embedding them in your report its doable but not the most user-friendly. Luckily there’s an easier way; Sharinpix. Sharinpix is an app that can be easily integrated with Salesforce and the FSL Mobile app. You install it in Salesforce, need some hours to write the correct triggers, create an app extension on the FSL Mobile app settings and off you go.

Sharinpix allows you to add multiple pictures to your records easily and in a user friendly way, and these pictures can be easily embedded in your report.

Now not only does the app integrate easily, it’s also very cost-efficient and the support is fantastic. On every question we had on our first implementation we received almost immediate personalized responses making our life very easy.

So if you are using or consider using Field Service Lightning, also consider using Sharinpix.

Wouter Bulten
Senior Consultant and Field Service Lightning specialist at Nextview