Leading US fiberglass pipe manufacturer adopts Salesforce Field Service

The Client is dedicated to engineering and manufacturing pipe solutions for municipalities that demand safe and reliable infrastructure. Today, they leverage market-leading technologies to produce a wide variety of critical solutions for municipal wet infrastructure for clients across the United States and Canada.

Challenges

• The client’s legacy solution (Verizon Suite) created challenges for their field service operations team
• Resource allocation and mapping of right and specific skilled field technicians was inefficient and not properly executed
• Lack of monitoring of field technicians in real-time with little control over their utilization/productivity
• Absence of Field Service Analytics, obstructing the view into quality of services rendered

Solution

• Thorough audit & analysis of the current procedures and issues. 
• Collaboration with the client’s field service teams to identify their particular demands and obstacles.
• Salesforce Field Service was utilized to implement all the main processes related to pipe installations, maintenance, and repairs, taking advantage of the platform’s standard out-of-the-box features.
• Configured 
  • The ability to review, accept, and receive notifications for service appointments, Check-In and Check-Out from customer sites, and collaborate with technicians, experts, SMEs, and supervisors as needed.
  • Dispatcher Console for service managers, providing a comprehensive view of technicians, their availability, and upcoming service appointments via Gantt views.
  • Field Service Mobile App for service technicians, complete with an intuitive console that allows them to view and track service appointments, check-in assets to work on, update consumed products, and generate service reports with ease.
  • Enhanced Analytics were also implemented, providing a detailed perspective on the efficiency and utilization of field technicians at job sites and on a territory-by-territory basis. 

Benefits

• CRMIT’s solution provided the client with improved field service productivity and better control with real-time visibility of field operations
• Streamlined field service processes and robust scheduling led to an enhanced client experience with quick turnaround times on appointment bookings
• CRMIT’s solution rendered the freedom of automated, easy and more efficient administration of field services from any type of mobile device
• CRMIT helped equip the client with better decision making with real-time intelligence on field service metrics.