Hobas is dedicated to engineering and manufacturing pipe solutions for municipalities that demand safe and reliable infrastructure. 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.
Business Challenges
Hobas spotted inefficiencies and limitations within their existing field service management system (Verizon), which prompted the need for a more efficient and flexible solution
The transition from Verizon to Salesforce Field Service required a seamless and accurate data migration process
Inefficiencies in resource allocation and difficulties in mapping skilled field technicians to service
appointments
Lack of real-time monitoring of field technicians, and insufficient control over their utilization & productivity
Absence of Field Service Analytics hindered the ability to assess the quality of services rendered
Solution Details
To address the identified challenges, Salesforce Field Service was implemented with critical functionalities related to pipe installations, maintenance, and repair processing. The system leveraged standard out-of-the- box features and was configured as follows:
Scheduling policies to streamline scheduling based on territories, skill sets, and preferred resources, incorporating service goals.
Dispatcher Console to provide service managers with a comprehensive view of technicians, their availability, and upcoming service appointments through Gantt views.
Field Service Mobile App to equip service technicians with an intuitive console for viewing and tracking service appointments, checking in assets, updating consumed products, generating service reports, and capturing customer signatures. The app also supports offline capabilities.
Field Technicians are also provided with the ability to update the work order with images captured at the
customer site.
Addressed specific requirements related to Technician Attendance, Resource Absence and Comp Day
functionalities.
Executed a complex data migration from the legacy system (Verizon) to Salesforce, including attachments.
Salesforce Survey leveraged to capture customer feedback, seamlessly embedded as part of the service
report.
Built Reports and Dashboards to support year-end audits of technician utilizations, providing real-time intelligence on field service metrics.
Value Delivered
Improved field service productivity and better control with real-time visibility of field operations.
Significant reduction in travel costs due to optimized travel time.
Reports and dashboards provided real-time intelligence, fostering better decision-making based on field
service metrics.
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