Salesforce Field Service Lightning Implementation

for Leading Manufacturing Company

Client Profile

An influential US-based manufacturing corporation founded in 1930 operates across 220 global sites. Within its extensive network, it manages over 100 diverse brands, each focusing on specialized products like analytical instruments, monitoring tools, testing devices, calibration equipment, as well as pumps, electric motors, and interconnecting components.

Category

Salesforce

Overview

A comprehensive solution that allows field service agents to conveniently access work orders, field reports, and essential information necessary to fulfill service requests or tasks in the field.

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Business Requirement

The client requested a streamlined system to efficiently oversee field service operations. They wanted a single platform that could manage both on-the-spot repairs and scheduled maintenance tasks. Specifically, they required a system with certain functionalities:

  • Facilitate the smooth integration and supervision of work orders.
  • Automatically distribute tasks to the right resources.
  • Supply full insight into the workloads and schedules of mobile employees.
  • Offer an integrated dashboard for viewing customer information and service interactions.
  • Oversee and track on-site assets.
  • Allow access to work orders and associated details through mobile devices.

THE MAVA PARTNERS SOLUTION

Our solution was crafted by harnessing the capabilities of the Salesforce Field Service Lightning package, which is built upon the Service Cloud platform. Within this package, we tailored the configuration to set up ‘service resources’ and ‘territories,’ and we integrated a dispatcher console to effectively oversee service appointments. Additionally, we configured the Field Service mobile application to grant employees both online and offline access to work orders, field reports, and other essential data needed to fulfill service orders and field tasks. This solution has significantly boosted employee efficiency and productivity by streamlining processes through automation, resulting in quicker turnaround times and ultimately delivering outstanding service and increased customer satisfaction.

  • The Dispatcher console – oversees mobile operations, showcasing alerts for immediate issues, organizing bulk tasks, and monitoring real-time locations of mobile staff.
  • Management and tracking of work orders are seamlessly integrated with accounts, assets, cases, entitlements, and service contracts.
  • Lightning console – enables quick appointment scheduling by intelligently assigning appointments based on employee location, time availability, and their skill set.
  • ‘Advanced Assets’ streamlines the handling and monitoring of products, utilizing an asset hierarchy for a comprehensive view of multi-part products.

Technologies

 

  • Salesforce CRM (Customer Relationship Management)
  • Field Service Lightning
  • Apex
  • Visualforce
  • LWC, Aura

Key Features

  • Configuring work order settings to manage both immediate and scheduled maintenance tasks efficiently.
  • Automatically generating work orders based on predefined schedules.
  • Creating service contracts and maintenance plans for scheduled tasks.
  • Establishing a centralized platform to organize and deploy service appointments.
  • Utilizing automated scheduling features that consider technician skills, specific areas, and resource availability.
  • Handling inventory through standard Field Service elements, including product requests and usage tracking.
  • Automatically assigning jobs to technicians based on their expertise and designated work areas for optimal task allocation.
  • Using a dispatcher console’s Gantt chart to manage scheduled appointments and monitor resource allocation:
    – Getting a comprehensive view of scheduled appointments.
    – Having a real-time geographical display to track technicians and job locations.

Positive Outcomes for Business

  • The First Time Fix Rate (FTFR) has surged by 42%, showing a substantial improvement.
  • There’s been a 23% increase in the average workload managed by technicians.
  • Efficient automatic scheduling has notably reduced technicians’ travel time.
  • Employee productivity and output have significantly increased.
  • Customer satisfaction levels have notably improved.
  • Real-time operational insights have been successfully acquired.
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