The field service landscape is changing as quickly as the technology that powers it. Basic metrics like employee utilization, first-time fix rates and windshield time were the main focus for field service providers in the past, but no more. Now, managers rightfully expect the software they use to help them meet far more complex business objectives and processes. At the same time, most field service management (FSM) technology is still designed for traditional break/fix use cases, despite the fact that field service technicians only account for approximately 10% of mobile workers in the U.S. In this session, operations and field service leaders will learn how modern FSM technology has evolved to go beyond the traditional break/fix or maintenance uses cases to reduce costs while increasing customer and employee satisfaction.

1. The Evolution of Field Service Management
DREAMFORCE 2018
Going Beyond Break/Fix Use Cases

2. Speakers
Evolution of Field Service Management | Speakers 2
S E RV I C E M A S T E R C L E A N VA N C O U V E R
President & General
Manager
ServiceMaster Clean
Vancouver
David Benoit
Technology Manager
ServiceMaster Clean
Vancouver
Richard Shim

3. Agenda
Evolution of Field Service Management | Agenda 3
01 About ServiceMaster Clean Vancouver
02 Use Case with Salesforce and Skedulo
03 Field Service Evolution at ServiceMaster
04 From Cloud Silos to Connected Systems
05 Lessons Learned

4. Evolution of Field Service Management | ServiceMaster Clean
About ServiceMaster Clean Vancouver
4

5. ServiceMaster Clean
Vancouver Use Case
Evolution of Field Service Management | Real-Time Service Delivery 5
R E A L - T I M E S E RV I C E D E L I V E RY
- Customers request job via phone, email or online portal
- Scheduling and dispatch of requested jobs managed in
Skedulo via Salesforce integration
- Mobile teams receive notifications on personal device
with Skedulo app
- Salesforce and Skedulo seamless integration syncs
data from the field in real time
JOB
reporting field
reports
invoicing
create job create recurring job
ORDER LINE ITEMS — products
ORDER — customer relationship

6. Evolution of Field Service Management | FSM Evolution
Field Service Management Evolution
with ServiceMaster
1990
• PC Infrastructure
• Telephone, Mail,
and Paper
2000
• Internal Servers
and Spreadsheets
• Email, Texts
• Paper
• True Cloud
Integration of CRM,
Field Service
Management, and
Mobile Workforce
in Real Time
20152010
• Cloud CRM
• App and BYOD,
but one way
• Email and Phone
6

7. Cloud Silos and Broken Data Models
2 0 1 0 – 2 0 1 5
• Salesforce CRM as source of truth
• Vision for connected systems, BUT…
• … Limitations on what data can push-pull
with the field
• Field service app gives teams the
information they need
• Data from field only useful if synced
correctly to the system of record
• Record duplication
Evolution of Field Service Management | Data 7

8. Evolution of Field Service Management | Connected Customer Lifecycle 8
Connected Customer Lifecycle
Customer communication
via website, phone, email
Automated, regular
communication pre- and
post-job enhances customer
experience
Connected system with
customer, worker, and
service information
Actionable reporting fuels
business process
Field service work
pushed to mobile
teams and real time
service delivery
synced to Salesforce
Integrated Systems & Unified Data Model Connect Customers, Service, Field, & Back Office Processes

9. Lessons Learned
Evolution of Field Service Management | Lessons 9
CRM as source of truth and data01 Take advantage of configuration
and customization
04
Understand the data model02 Keep it simple for the field and help
them stay focused on customer service
05
Format and scale of data must fit your
business and your source of truth
03 Work with a strong partner who listens
and is committed to you
06

10. Questions?
THANK YOU!

11. About us Founded in 2013, headquartered in San Francisco and with
offices in Australia, Asia, and the United Kingdom, Skedulo
has enabled over 100 companies to seamlessly schedule
and service more than 5 million appointments all around the
globe. The company secured $9.2 million in Series A
funding in 2016, led by Costanoa Ventures. For more
information, please visit www.skedulo.com.