The client, a prominent player in the manufacturing domain, is headquartered in the vibrant city of Brisbane, Australia. With a strong foothold in both the US and international markets, their influence and reach extend far beyond geographical boundaries. Their commitment to excellence resonates across continents, driving innovation and setting industry standards.
The Challenges
The client faced a series of challenges to streamline Salesforce Field Service Lightning’s (FSL) operations. Integrating the entire job process from creation to completion demanded meticulous coordination to prevent disruptions. The client needed a user-friendly calendar system for tracking availability and alert notifications for supervisors for anything that needed their attention. Empowering technicians to manage schedules without conflicts required refining the system’s rules. Lastly, establishing an overtime approval process needed a careful balance between flexibility and adherence to company guidelines.
The Solutions
Persistent adeptly tackled challenges in streamlining FSL’s processes, leveraging Lightning components to address the FSL Mobile app’s limitations. The SF1 app served as an effective alternative, with the FLS Calendar seamlessly integrated.
Notably, specialized Lightning components were enabled for technicians to allow them to see assigned work orders and unavailability in the calendar view. Additionally, Persistent configured the approval process and created a few list views for service agents and technicians based on their needs.
The Outcomes
With Persistent’s help, the client was able to optimize the business process, spanning from job creation to job completion, leading to the effective utilization of service agents. This improvement enabled better resource allocation, while incorporating automation led to time-saving advantages. The provision of multi-device support empowered field technicians to access the application from various locations, contributing to enhanced operational agility.
Technology Used
- Service Cloud
- Field Service Lightning
