Customer Overview
Customer is a provider of clean-energy asset management services. With a large field workforce responsible for installations, inspections, and on-site maintenance, the organization needed a smarter, more efficient way to manage field operations within the Salesforce Service Cloud ecosystem.
The Challenge
Customer faced significant operational bottlenecks:
- Manual scheduling and dispatching created delays and inconsistent field performance
- No centralized view of service requests, technician availability, or job progress
- Limited ability to match technicians based on skills or location
- Increased operational costs due to inefficient resource utilization
- Inability to deliver timely updates to customers
Their legacy system simply couldn’t support the level of scale and responsiveness needed for modern field service demand.
The Solution: A Custom Salesforce Field Service Management (FSM) Framework
Working collaboratively with customer, our Salesforce development team helped design and implement a custom FSM solution built on Salesforce Service Cloud, delivering full lifecycle visibility and automation for field operations.
Key solution components included:
- Service Request Management
- Created custom Salesforce objects to manage service requests from intake to resolution
- Automated workflows ensured consistent triage and prioritization
- Smart Scheduling & Dispatching
- Built a custom scheduling engine leveraging:
- Technician skill-matching
- Real-time availability
- Location-based assignments
- Automated dispatch logic replaced manual coordination, improving speed and accuracy
- Real-Time Technician Tracking
- Integrated geolocation capabilities for live technician tracking
- Optimized routing significantly reduced travel time and improved onsite responsiveness
- Salesforce-Native Visibility & Reporting
- Service Cloud dashboards provided centralized visibility into:
- Technician workloads
- Field operations performance
- Customer satisfaction trends
The solution leveraged Salesforce’s flexibility while extending it with custom logic to meet customer’s field service requirements.
The Results
- Faster Scheduling and Dispatching
Automated scheduling reduced manual coordination and cut scheduling time by 40%.
- Improved Field Efficiency and Cost Control
Smart technician matching and optimized routing reduced travel time and improved resource utilization.
- Better Customer Experience
Real-time job updates and faster service delivery led to more consistent, timely customer communication.
- Scalable, Data-Driven Operations
Service Cloud dashboards provide full visibility into field performance and support future enhancements like predictive maintenance.
By leveraging Salesforce Service Cloud and tailoring a custom FSM solution, customer improved how their field teams operate. What was once a manual, fragmented process became a connected, automated, and data-driven field service ecosystem.