One platform. Endless possibilities.
Field Service Organizations today need better software to manage & schedule staff. The software must be easy to use, yet comprehensive from inbound call to appointment to results.
SUMO benefits for field service teams include:
- Seamless integration with the Salesforce Service Cloud for Case or Work Order management.
- Powerful calendar scheduling with advanced proximity search.
- Reduce no-shows by sending text message, email, and automated phone reminders.
- Let customers book appointments via your web site, email signature, and more.
- Full CRM contact database with custom attributes.
- Staff work shift management.
- Mass email newsletters, announcements, and more.
- Content library to store and share digital content.
- Conduct assessments and forms.
- Automate document generation.
- Multi-location reporting & metrics.
- Task management.
- Integrate with other systems, such as ERP or financial systems.
- And much much more.
Case & work order management.
SUMO is built natively on the salesforce.com platform and integrates well with the Service Cloud for Case or Work Order Management.
- Case Logging – Log a case from a web form, phone call, field mobile, social feeds, and more.
- Case Entitlements – Monitor and alert SLA violations, based on various levels of entitlement.
- Case Routing – Route cases to queues or teams based on various criteria.
- Case Escalation – Escalate cases based on various rules.
- Case Deflection – Reduce case creation with self-help knowledge-base.
Powerful proximity search built-in.
Find providers and locations.
SUMO’s advanced proximity search allows your call center agents to search for providers or locations within proximity to the customer or a postal code. You can also search based on custom attributes that you define, such as languages spoken, specialty, and more.
Schedule appointments fast.
Right from the salesforce case (or work order), call center agents are able to schedule an appointment with a service provider, technician, or support representative. SUMO also supports appointment scheduling into one of your locations, into the customers home, or for a virtual (conf call) appointment.
Send text, email, and automated phone reminders.
The SUMO Reminder Engine will send automated appointment reminders, including text message and email reminders. SUMO will even call the attendees for you and remind them of their appointment. In doing so, SUMO reduces no-shows and increases staff utilization.
The best calendar you’ve ever used.
Complete control over your entire work force. Features includes scheduling at your locations or at the customer location, color coding, drag & drop rescheduling, room scheduling, no-show warning indicator, support for multiple locations, proximity search, and much more.
“We chose SUMO, because it’s built on the world’s #1 CRM platform, salesforce.com. SUMO + Salesforce gives us the best scheduling plus the best CRM on the market. We’re very happy with the product.”
Mobilize your field reps.
Give field reps anytime / anywhere access to SUMO from their iphone, android, or tablet device.
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View my cases.*
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Check-in.
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Update case status.*
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Add notes.
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Search customers, accounts, or any records.
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Map customer routes / directions.**
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Take photos & attach.
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View reports.
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And much more.
*Requires a license to salesforce.com.
**Requires a license to Geopointe. or Geopointe Mobile.
Mass email.
Use SUMO’s mass email capabilities to let people know about your new “Schedule Now” button to schedule sessions with your staff. You can even create your own email templates for any type of announcements and send them through-out the year.
Create assessments & forms.
Your staff can maintain contact profiles in SUMO. We can also help you create custom assessment forms to document the services offered for future reference. SUMO will even enable your staff to email or print a copy of the assessments.
Manage staff work shifts.
In order to track availability of your service providers, SUMO allows you to easily track work shifts. SUMO work shift management supports international organizations with multiple locations that do business across multiple time zones.
Content library included.
SUMO includes your own content library to securely store and share digital content. Create your own category-based libraries. Tag files to easily search on various taxonomy. Publish large files online for others to view or download. Password protect them or set expiration date.
Connect your team with chat.
SUMO includes a real-time chat interface to keep your team connected. SUMO Chat is great for distributed teams who span various locations. Follow people. Set favorites. Update availability. It’s all built in.
SUMO is social.
Software should be fun too.
Your staff can post questions, files, links, polls, and more to company-wide or private groups. Today’s employees are willing to collaborate even off hours, if your software is social & mobile. SUMO is both.
Send follow-up surveys.
There are over 2,000 add-on apps, such as Survey add-ons on the AppExchange, which enable you to configure automations to send surveys on various events, such as a post-appointment survey.
This example is a free Survey add-on called SurveyForce.
SUMO measures performance.
SUMO includes 30 metric reports to help you monitor appointment volume goals, staff utilization goals, no-shows goals, and much more. You can even make your own custom reports on any table or field in the database and have a report or collection of reports emailed to you every Monday AM before your management meeting.
Browse 2,000+ add-ons for SUMO in the AppExchange marketplace.
From prospect to payment, just about every business process can be managed on the SUMO platform.
Browse the Add-Ons
Browse over 2000 add-ons available for yourself. There are so many options from shipping automation to gamification to accounting solutions that run right alongside SUMO. No complete integration required.
Document Automation
Electronic Signature
Mobile Integration
Questions? Call us.
See a Live Demo
Schedule a live demo of SUMO with one of our scheduling experts. Get in touch.