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Salesforce Field Service Lightning

About Our Client

World’s top tile manufacturing company

Business Challenges

  • Work Orders were managed in JD Edwards and dispatch was handled on disparate systems and manual processes
  • Work Order assignment to partners and technicians was coordinated by email
  • Field Service process and data was decentralized without unified visibility into performance and capacity
  • No ability to see pending Work Orders and forecasted Work Orders in any system

Our Solution

  • Implemented end-to-end Field Service Lightning in Salesforce
  • Built multiple Integrations between JDE and Salesforce for Work Order creation, others with Lightning Web Components (LWC)
  • Configured Salesforce Maps to digitize territories and assign Work Orders from maps
  • Configured Field Service Lightning mobile app for mobile management of job data and Field Service reports
  • Digitized Locations, Associated Locations, Work Orders, Service Appointments, Work Types and Service Territories to support business operations
  • Configured a user interface for Work Order creation and dispatch with assign and award capability to internal and external technicians
  • Built solution to split a single Work Order to multiple Work Orders so that each work order can be dispatched to different O&M partners
  • Configured hierarchy view with colors to quickly track parent and child Work Order status
  • Built a custom calendar and portal for O&M Partners to see a 12 month schedule

Value Delivered

  • Single view of the customer in Salesforce with full visibility of activities, customer journeys, and customer conversion insights
  • New Marketing performance insights with new metrics measuring
  • Campaign performance, Lead generation performance, and ROI on marketing efforts
  • Streamlined management of Marketing content and email templates across SiteCore and Salesforce resulting in time savings of 40%
  • Improved Lead conversion by 25% and enabled visibility of Marketing contributions to Sales pipeline and revenue