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Salesforce Field Service Lightning

About Our Client

Last-Mile Fuel Distribution Company

Business Challenges

  • Manual field service processes with email, excel sheets, and word documents
  • Manual creation of Work orders and Service Appointments for customers
  • Manual Service Appointment assignments to internal and external technicians
  • Service Resource Tracking done in Excel
  • Limited Service reporting capabilities
  • Excel based inventory tracking

Our Solution

  • Implemented Territory and Skills to align the appropriate resource for Service Appointments
  • Configured Salesforce standard objects in Field Service Lightning
  • Configured Work Rules and Service Objectives
  • Configured Scheduling Policies, Recipes, and Scheduling Automation
  • Implemented Service Resource tracking for Service Appointments
  • Enabled Dynamic Gantt for operations management
  • Configured Location & Product Items to track Inventory
  • Configured Service Reports for performance management Managed business processes completely with Salesforce by transitioning all manual work to Field Service Lightning

Value Delivered

  • Automated & Digitized Field Service operations and unified performance management
  • Drastically improved operational efficiency of Field Service operations
  • Reduced services costs and average time to repair
  • Reduced travel costs by 10% with efficient dispatch and scheduling
  • Improved Field Service performance which facilitated business expansion
  • Successful implementation with positive customer feedback