COMPANY

Electrical & Electronic Manufacturer

COUNTRY

USA

INDUSTRY

Manufacturing

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Project Sponsor


Highly engaged in making the project successful both for demand and supply. Ready to look for better options to solve the customer's needs. They go beyond the contractual duties when needed. Strong project management skills.
VP - Operations Manager

The client is a Fortune 100 company and a leader in innovative technologies addressing some of the biggest business challenges. They operate in the fields of airspace, safety, healthcare, consumer goods, manufacturing and markets various products worldwide.

They were determined to improve their field service operations capabilities and evolve their service offerings in response to the changing market conditions and digital transformation demands.

Challenges

The client faced challenges in primarily 3 areas:

  • Service Contracts Management - Managing service contracts, especially service contract cancellations was one of the most pressing areas for the client to gain efficiency and result from their partners
  • Case Management - Service leaders had to manually go through all existing work orders and service appointments on the service contract
  • Work and Resource Optimization - Poor data quality and lack of real-time insight and knowledge base on their field service app led to poor planning & decision making

Solution

CRMIT built a custom Salesforce field service solution along with service cloud and community cloud to align with the customer’s global design model and overcome the work order management challenges.

  • The quality assurance team created test scenarios, test cases & an automation testing suite
  • In the execution phase, the team prepared test data in the test environment, executed test cases, reported defects, and documented them
  • An automated process is now created to push the service contract status down to associate work order maintenance plan
  • Field service dispatchers received the ability to cancel all existing preventive maintenance work for the blocked service contracts/accounts and control over the new work order
  • When a work order is created for the work type, the product required can now be populated with the pre-defined list and is made visible on the web & mobile devices
  • Real-time lunch break prompts were configured on field service technician's mobile devices during daily timesheet submission (A confirmation that they have been provided the opportunity to take lunch breaks as per legal requirements)
  • During work wrap upon an existing service appointment, a service resource can now request for a follow up on the same work order so that a subsequent visit can be scheduled

Benefits

  • The application enabled the client, partners & employees to make an informed decision in an integrated way
  • Service leaders can now prevent new work order creation in canceled service contracts
  • Service managers can track the roll-up summary of the time consumed across all completed work orders on the service contract
  • Field technicians were able to access any product parts required to perform their job

Customer Success Stories

Salesforce Field Service Lightning Implementation Reduces Operational Cost by 21%

Field Service Lightning Implementation for Salesforce Improves Agent Productivity by 14%

Window coverings manufacturer improves Dealer Network Management with Sales Cloud

Global Investment Bank enables Agent Desktop with RightNow Service Cloud to maximize agent productivity

Car Rental Services enables Assisted Service with Online Chat and Service Cloud

A Global Service Provider maximizes First-Call Resolution with implementation of Service Cloud