Your partner for Field Service Excellence

For over 20 years, Ideo has focused exclusively on optimizing the most challenging Service Management processes. We do this utilizing the Salesforce 360-platform, with a focus on Service Cloud and Field Service. Our team of experienced consultants makes sure your call center, dispatch center and field resources are able to work in the most optimal way.

We support organizations that provide service and maintenance, fix breakdowns or perform asset inspections on a daily basis.

More about Ideo Field Service
  • 20 years of experience in Field Service Management
  • Experts in integrating business and IT
  • Net Promotor Score of 8,2!

The service process

Achieve the ultimate customer service experience, from field service to customer contact center.

Customer
Has a problem or a question

Creates a service case via the self-service portal or by calling the call center

Expectations:

  • The call center agent has a complete view of my situation
  • Receive support anytime and anywhere, through the channel of my choice
  • Real time updates about the status of my case or work order

Call center agent
Helps the customer or creates an appointment

Receives the case, creates a work order and makes an appointment with the customer

Expectations:

  • A complete 360-view of the customer
  • Intelligent support when looking for solutions
  • Quickly book an appointment based on actual availability

Dispatcher
Sends a technician

Assigns work to field resources, based on availability, expertise and location

Expectations:

  • Central view of all open work
  • Real time insight in status and progress during the day of service
  • Optimize the schedule with a single click
  • User friendly, with support in handing exceptions

Technician
Solves the problem and reports the work performed

Receives the work on his mobile and goes onsite to fix the problem

Expectations:

  • An optimal mobile experience, both online and offline
  • Access to all relevant information
  • Capture pictures and other data from the field
  • Create service reports while on site
Support every customer through any channel using Service Cloud

Support every customer through any channel using Service Cloud

Salesforce Service Cloud is designed to support your employees in providing world class service to your customers. Service Cloud combines sales, service and marketing data, so your employees always have a 360-degree view of every customer, anytime, everywhere and on the device of your choice.

From call center software to self-service portals, with Salesforce Service Cloud you can improve your customer service with pro-active, intuitive and flexible support, focused on the needs of your customer.

Provide better onsite support with Salesforce Field Service

Provide better onsite support with Salesforce Field Service

Salesforce Field Service offers your service employees a 360-view of every customer and provides a real time view  of all service tasks.  Field Service provides an automatically optimized schedule and offers your field service employees all the essential information, so every service appointment can result in a positive customer experience.

With Salesforce Field Service you make sure that every customer interaction is of top quality. Create work orders, assign them to the right technician and monitor the progress in the field.

The challenges of...

Curious about the advantages Salesforce has for you?

Call Center Agent

  • Improve customer satisfaction – Call center agents have all the information they need at their fingertips, giving them a complete customer view and allowing them to work effectively.
  • Omni-channel support – Streamline the communication and provide your customers support via the channel of choice, such as text, chat or social media.
  • Empower your customer – Give your customers the ability to search for a solution or create a case themselves when it’s convenient for them, using customer portals and communities.
  • Improve productivity – Provide smart service by using chat bots and AI-based solutions and improve the productivity of your agents.

Service Manager / Maintenance Manager

  • Improve customer satisfaction – Call center agents have all the information they need to make the right decision and help the customer directly, minimizing the need for repeat visits.
  • Optimal utilization of resources – The deployment of resources can be optimized through real time insight into the status and progress of service calls and work orders, allowing you to do more work with the same number of people.
  • Improve employee satisfaction – Salesforce supports your employees to make the right decisions, empowering them while performing their job and documenting their activities.
  • 360-view – All customer information, planned and unplanned work and tasks are available. With real time insight into the work performed, your employees always have a 360 view on the customer. On top of that, Service Analytics allows you to continually monitor the progress of your field service process.

Dispatcher / Planner

  • Optimal utilization of resources – You can optimize the schedule during the day, which allows you to make sure that the right jobs are done at the right time and that your employees are deployed even more efficiently. Urgent orders are therefore better integrated into the existing planning.
  • Simplify administrative process – Direct entry of data into the administration system is a must, so that data no longer has to be entered into the system afterwards (with a high risk of errors or data contamination).
  • 360-degree view of Assets – Keep all information about cases, work orders, orders, and more in one place, so you have a complete overview of the Asset.
  • Best Practices – Advanced algorithms, using historical data support the planner in creating the most optimal planning.
  • Real time insight – Visual tools provide real-time insight into the current status of the planned and yet to be planned activities.

Engineer / Technician

  • Simplify administrative process – Enter only what is necessary, aided by input controls and standard selection lists.
  • Better informed on site – No surprises by having access to customer information, asset data, history and related data.
  • Professional image to customers – No longer arriving at customers with crumpled, dirty paper work orders, but with a professional tablet or smartphone and a digital work order.
  • Standardization of work processes – Simple checklists in the mobile app ensure that work instructions and advice are carried out and recorded in a more targeted manner.

IT-Manager / Application Consultant

  • Salesforce Customer 360 Platform – For a solution that is out-of-the-box and yet fully customizable to the needs of our customers, we use the Salesforce Customer 360 Platform.
  • Cloud-based – Salesforce cloud-based solutions keep you at the forefront of the latest developments. Three upgrades per year allow you to take advantage of the latest technologies and Salesforce advanced services. This allows you to map out the right strategy for your organization.
  • Easily adaptable – Our solutions are based on open, industry standards. Decision rules and logic can be configured instead of coded. Advanced techniques ensure the handling of large amounts of data.
  • Scalable – Build a solid foundation for your organization with one secure and scalable platform that is easy to adapt and upgrade without any hassle. With AppExchange, the world’s largest business apps marketplace, you have ready-to-use apps that provide more opportunities to promote and sell your product and support customers.

Our customers

We know your challenges and understand what is needed to make your project successful

“The implementation of our new Field Service Management solution resulted in a 50% reduction of our dispatcher capacity. ”

Logo Vitens Netbeheer & Levering Vitens Netbeheer & Levering

“Through the digitization of our inspection process, we can now quickly adjust and optimize the deployment of our contractors. ”

Logo Liander Liander

“Our Field Service Management solution allows us to efficiently plan our 550 Smart Meter Engineers and optimize our administrative process in the field.”

Logo Stedin Stedin
Klant Ideo Field Service logo
Klant Ideo Field Service logo
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Klant Ideo Field Service logo
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Klant Ideo Field Service logo
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Contact us

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We are Ideo Field Service!

We are a team of Salesforce Consultants and experts in Service Management. For over 20 years we have been advising companies how to optimize their service and maintenance processes using state-of-the-art software, with an extra focus on dispatching and mobility. We are entrepreneurs with a love for technology and a passion for maximizing customer value.

  • 20 years of experience in Field Service Management
  • Experts in integrating business and IT
  • Net Promotor Score of 8,2!

Website Ideo

Jaap Giebels

Manager Ideo Field Service

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John van Rooij

Sales Director

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Our partners

Ideo Field Service partner Salesforce
Ideo Field Service partner Aquant.io
Ideo Field Service partner FieldBit
Ideo Field Service partner NVSM