Key Considerations for Effective Self-Service Product Support

This article looks into why it’s so important for manufacturers to put the needs of their end users first when deciding exactly how to provide any information related to the use, maintenance, or repair of their products, especially when dealing with new digital technologies and modern consumer-driven expectations.

 

For a manufacturer, effectively delivering information for product support to their end users – in this case, operators of complex machinery or equipment in the workplace – will generally depend on three key factors:

  • The content (the information itself)
  • The environment (where, and in what conditions, it will be consumed)
  • And the medium (how it is consumed)

It doesn’t matter if the operator is looking for a step-by-step guide for how to use the product, advice for troubleshooting a problem, or instructions to repair it themselves on-site. The manufacturer must clearly understand, and actively cater for, all three of those factors in order to create a positive customer experience. The content, the environment, and the medium, must be handled in a way that’s most suitable for the end user’s specific individual situation when operating those products.

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MobileCaddy Continues to Support StreetLink in the Fight Against Homelessness

StreetLink-MobileCaddy

We’re delighted to announce one of our social enterprise clients, StreetLink, has recently made the decision to renew its agreement with MobileCaddy for a second time, taking us into the third consecutive year of our exciting partnership together.

StreetLink is an organisation operating in England and Wales that allows members of the public to alert local authorities and services to people sleeping rough in their area, either by mobile app, phone, or on the web.

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MobileCaddy Presents: How Augmented Reality Will Transform Customer Service

Our more regular readers might recall that back in March, when recapping the excellent fourth annual edition of the London’s Calling Salesforce community event, we promised we would bring you a certain video in due course.

Our CEO, Justin Halfpenny, along with brother and Lead Mobile Technical Architect Todd, presented at this year’s event on behalf of MobileCaddy. Their presentation, titled, How Augmented Reality is Changing the Face of Self-Service, gave audiences a look (literally) into the future of customer service, particularly in the manufacturing industry.

The exciting session included several live demonstrations of innovative Augmented Reality (AR) technology in action, showing the attendees first-hand what’s achievable with browser-based web-AR, right through to mobile object detection and part identification. And now, as promised, you can watch the full presentation in the video below!

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London Salesforce DUG, August 2018: APIs and Field Service Lightning

dug-august-2018Our monthly recaps of the London Salesforce Developer User Group events continue with a look back at August’s event, which was hosted and sponsored by Lawrence Harvey.

For any new readers, the London DUG meets regularly to take part in networking, sharing of experience and development practices, discussing new features, and giving each other feedback on developments with Salesforce technologies.

As proud sponsors of the official London Salesforce DUG YouTube channel, we’ll continue to provide these video highlights each month, but we must emphasise the events are well worth attending in person if you’re ever able to make it along.

So, let’s take a look at the sessions presented by our great speakers from August’s London Salesforce Developer User Group:

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How Salesforce Partners Can Work Closer Together to Ensure Customer Success

AppExchangeTowards the end of last year it was revealed that 87% of Salesforce customers and 89% of Fortune 100 companies are now using applications from the Salesforce AppExchange.

This is great news, because it means that large enterprises are beginning to see the value in leveraging Salesforce’s multi-cloud and platform offerings as part of their digital transformation strategies.

These forward-thinking customers are now becoming more astute and, as a result, more demanding in their uses of this technology. But that’s putting huge pressure on Salesforce partners to deliver challenging projects at speed and without risk.

Business leaders also know they need a wide variety of supporting technology solutions too if they want to get the most value out of their multi-cloud infrastructures. That means Independent Software Vendors (ISVs) like us here at MobileCaddy, and Systems Integrators (SIs), are having to work together closely to ensure their Salesforce customers’ needs are being met.

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How MobileCaddy Aids Bugless Salesforce Releases

We’re all aware of the thrice-yearly Salesforce releases, and how they’re unstoppable forces. We’re all also aware that bugs exist, and that any bug found post-launch is a lot more expensive than one found during testing. Here’s a quick story on one such bug, and how MobileCaddy helped to get it removed from the Winter ‘18 release.

Whenever Salesforce patches make their way into pre-release orgs our daily test runs kick off and identify the change. These tests run on 15+ org setups and report back any issues that might have been observed. One such observation was reported back during the early days of Summer ‘17 patch rollouts into pre-release. The issue manifested itself initially as the inability to complete the authentication flow on iOS devices built with Salesforce Mobile SDK v4.0.2 and lower.

During the investigations into the issue, we raised a notification on our trust site to keep our partners and customers aware of the risk of the behaviour. We also developed some internal work-arounds. If the issue wasn’t fixed prior to Summer ‘17 making it’s way into our partners’ sandboxes, these would let us unblock them from their development and testing processes.

We also discovered that the bug broke the vanilla experience of browsing standard Visualforce pages on iOS Safari; this could be bad if it got through into production.

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Making the Right Choice for Mobile Salesforce Community Applications

The Salesforce Community Cloud allows organisations to bring together employees, partners, third-party workers, B2B customers, and even consumers. This article will explore three different approaches to delivering mobile Salesforce community applications, and will help readers choose the most suitable option.

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What is a Salesforce community? 

A Salesforce community is an online platform for organisations to connect employees, partners, and customers, while providing seamless access to the data and records they need to get work done or complete tasks.

community_cloud_rszBuilt on the Salesforce Community Cloud, they offer real-time engagement and the ability to share any file, data, or record anytime and from anywhere.

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July 2017: What’s New with MobileCaddy and Your Salesforce Mobile Apps

The Latest from the MobileCaddy Product Team - July 2017

One of the most exciting things about our Application Delivery Framework (ADF) is that it’s constantly growing and evolving, to allow our partners and customers to push the boundaries of what can be achieved with mobile apps on the Salesforce platform. As such, it’s vital that we help our community stay abreast of all the new MobileCaddy features and updates as they’re released.

With that in mind,  I’ve decided to record and publish my regular discussions with Paul, our CTO, Todd, our Chief Mobile Technical Architect, and Frank, our Lead Product Engineer. In these sessions we’ll be covering what’s new with MobileCaddy, and will be sharing this with you to provide a first-hand look at everything we’ve been working hard on to improve.

So what’s new with MobileCaddy this month?

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Removing the Risk from Salesforce Mobile Apps with MobileCaddy

MobileCaddy, as a comprehensive Application Delivery Framework, contains many components and features which are beneficial across all the various phases of a Salesforce mobile app project. In this latest article, we’ve highlighted some examples of the ways in which using MobileCaddy reduces, or in some cases removes, significant risks from the challenging process of building a successful enterprise mobile app.

 

MobileCaddy

Earlier this week, we explored the ways in which the MobileCaddy framework can be used to accelerate mobile app development on the Salesforce platform. By speeding up the development process with a solution such as MobileCaddy, developers can overcome a common obstacle standing in the way of making their projects successful.

Another significant challenge which often surrounds mobile app projects is that of risk. Many businesses are still reluctant to develop enterprise mobile applications because they believe there is simply too much risk involved, whether that’s related to their employees, their data, or their need to guarantee a return on investment.

As with the ability to save time on development, though, solutions such as MobileCaddy can remove many of the risks as well. Once this is achieved, it allows both end user businesses and consultancy practices alike to approach the formidable mobile landscape with full confidence that they’ll succeed. Here, we’ll touch on three specific examples that are included within the MobileCaddy package, to give readers an idea of some of the ways the risks and challenges can be removed from Salesforce mobile apps:

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Salesforce Q4 Results Reveal Platform Growth is Driving More Mobile Applications

With the demand for mobile applications which can support business critical functions and processes still accelerating, Salesforce is seeing more and more use of its App Cloud, as both partners and end customers are recognising the value of building their apps directly on the platform. Here we discuss the trends which have emerged from Salesforce’s recent quarterly financial update, with the usual focus on mobile. 

All eyes on Salesforce 

Due to its position as one of the growing dominant ‘forces’ in the global technology market, there’s always a great deal of interest in how customers and partners are actually interacting with Salesforce and its vast offering of business technology.

As most already know, each quarter, Salesforce releases a financial update which includes a breakdown of the performance and usage of its various products and services, including each of its individual clouds. At MobileCaddy, one particular statistic continues to catch our eye each quarter, and that’s the consistent growth of the Salesforce Platform, and the App Cloud, among its worldwide user base.

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