CUSTOMER SUCCESS STORY

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

improved-agent-productivity-with-robust-scheduling

Australia’s largest national service provider working in partnership with people of all ages on the autism spectrum, and their families to deliver evidence-informed solutions that are person-centered, family-focused and customer driven.

Challenges

  • Inability to schedule recurring field appointments for therapy sessions.
  • Inability to schedule group appointments involving multiple citizens.
  • Customer added a new business line with different field service requirements rendering the current set-up inflexible to cater for.
  • Lack of proper visibility into citizens financial information such as NDIS funds allocated/consumed/available hampering service desk agents productivity while booking appointments.
  • Rigid security controls that were inflexible and not scalable.
  • Lack of proper BI to effectively monitor therapists utilization/productivity.

Solution

Enhanced the existing Field Service Lightning implementation to address the above challenges.

  • Custom engine to schedule recurring appointments for therapy sessions.
  • Extended the out-of-the-box appointment scheduling mechanism to cater for scheduling group activities involving multiple citizens.
  • Setup the field service requirements of the new business line with separate work types, service resources, access controls etc. and operationalized their field service processes with out-of-the-box crew scheduling functionality.
  • Migrated citizens financial information into Salesforce with citizen plans, source of funds (NDIS/non-NDIS) and fund adjustments; along with reference to NDIS claims wherever applicable.
  • Re-designed the organization security model to address access control requirements based on role, responsibilities and business units to ensure scalability and flexibility.
  • Enhanced analytics to measure therapists utilization/performance and service KPI’s.

Benefits

  • 14% improved agent productivity with robust scheduling engine.
  • Enhanced citizen experience with quick turnaround times on appointment bookings.
  • Better decision making with real-time intelligence on service metrics.

COMPANY

Australia’s Largest National Service Provider

COUNTRY

Australia

INDUSTRY

Healthcare Services

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Expertise
matched with
customer success

1500+

Successful Customers

Engagements

4.9/5

AppExchange

CSAT

600+

Salesforce

Certifications

20+

Years Of 

Customer Success

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