Situation
Our client is a manufacturer and distributor of wireless communication products. The company provides installation services for the telecom market through a network of over 300 dealers that employ more than 1,000 field service technicians across multiple locations in the US. Their field operations team struggled to manage and efficiently coordinate service operations and installations.
Our client needed an FSL implementation to improve field service communications and accommodate future growth.
To accommodate future requirements and growth of its dealers and field service techs, our client needed a digital transformation with integrated solutions, and the capabilities to scale.
Action
We started by analyzing the current process, and based on this study, recommended a roadmap for a Salesforce Field Service Lightning (FSL) implementation. FSL would optimize scheduling, enhance visibility and improve communication for the field service operations team. We implemented features that included work order and service appointments, scheduling optimization, inventory management, user friendly mobile app and visual remote assistance.
Our solution enables our client to provide high quality customer service and allows their customers to self-schedule appointments, view and track technician details. Dealers can manage technician utilization, and inventory. Field technicians can get step-by-step installation instructions, capture images offline and inspect workmanship remotely using Virtual Remote Assistant software.
Results
With streamlined field service operations, communications were greatly improved for the field service operations team:
- Dealers can view available product quantities, transfer inventory and accept returns.
- Dispatchers can view and schedule appointments through a community page and add/transfer inventory by scanning a QR code.
- Technicians can view appointments on the mobile app, capture before and after photos, and more.
Customers can self-schedule appointments, view and track technician details.
Field techs can take images offline and use software remotely to inspect workmanship.
Other key features included a mobile app and community page for dealers.
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31
Work types -
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1,000
Field Service Technicians -
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5
Months to install