Explore Outcome-Based Design (True North) through a Field Service lens.
Many technicians feel like a mobile app is a “tracking device” to watch their every move. When workers feel watched, they don’t want to use the app. This session shows you how to change that.
Instead of a list of Salesforce features, build a roadmap based on the business outcomes technicians values most (like going home on time). While these Change Management practices are broadly applicable, Field Service can offer unusually potent adoption challenges. We’ll explore how to overcome these technical, cultural, and occasionally comedic gaps in adoption.
Session Agenda
The “Why” Behind the Worry: Understanding why technicians feel monitored and how to articulate the relevance of Salesforce using the Navigator change method.
Tools, Not Trackers: A look at features like barcode scanning, auto-filled timesheets, and safety photos that provide value to the worker first.
The C.A.R.E. Check: How to use the C.A.R.E. framework to make sure every new feature helps with worker Retention and Ease of Use.
By using the True North mindset to make end users’ lives easier, you can empower Field Technicians to lead adoption, instead of fight against it.