Field Service
Key Improvements
Workforce and mobile field service management solution needed.
Solution inclusive of English and French speaking end-users.
Zero IT service tickets or customer disruptions during launch.
500+ technicians and 90+ capacity management team members onboarded.
Increased routing efficiency and reductions in idle time.
Customer and employee experience significantly improved.
The Diabsolut team are first class field service and Salesforce experts.
They were knowledgeable, efficient, and nimble at every phase of the project —interpreting our ways of working and aligning the solution to provide feature parity with our current system —and taking us to the next level in our evolution with the advanced capabilities of Salesforce Field Service.
We look forward to continued partnership and success between our two teams.
The Challenge
Cogeco Connexion is a telecommunications provider operating in Québec and Ontario, that serves Canadian customers through its two-way broadband fibre networks. Their workforce management and mobile field service management solutions were reaching EOL (end-of-life) on December 31st, 2022, and they were seeking a comprehensive field service solution as a replacement.
Pain Points
- Existing solutions would reach EOL on December 31st, 2022.
- Technicians were going back and forth between laptops and mobile devices to complete tasks or jobs; Cogeco wanted their new solution to be mobile, streamlined, and user-friendly.
- Multi-province solution rollout would need to be inclusive of union regulations, and bothEnglish and French speaking teams and end-users.
- General lack of automation and reliance on manual processes needed replaced with functionality and best practices to better support their business.
Requirements
- Ensure zero customer disruptions.
- Enhance their customers’ experience; ideally giving customers more communication options and greater appointment visibility and control.
- Increase their technicians’ productivity and transform their user experience.
- Improve the efficiency of their field service capacity management team (e.g.,routers, dispatchers, quota coordinators).
- Secure stakeholder buy-in and effectively manage stakeholder impact throughout the large-scale, enterprise-level project.
The Solution
Salesforce Field Service and Field Service Mobile were selected to replace Cogeco’s legacy systems; with configuration, integration, and additional enhancements used to meet their business requirements. Close alignment between the Diabsolut and Cogeco teams throughout every stage of the project meant challenges were resolved quickly and thoroughly —while frequent and transparent communication, comprehensive training and testing, and a multi-phase rollout were used to help ensure project success.
Products Implemented
Products Integrated
The Results
Diabsolut’s deep product knowledge, integration expertise, and field service experience led to a project with Cogeco that was so successful it earned a standing ovation from executives. Strong alignment, stakeholder collaboration, and risk management ensured mission-critical outcomes, with the project completed ahead of legacy system end-of-life. On launch day, over 100 work orders were completed in the field by mid-afternoon—a milestone achievement that highlighted the efficiency gains and positive impact for technicians, customers, and internal teams alike.
Key Results
- Successfully onboarded 500+ technicians and 90 capacity management team members
- Simplified mobile tools and streamlined tasks for greater efficiency and ease of use
- Zero IT service tickets or customer disruptions during launch
- Improved customer experience with convenient self-service and automated notifications (phone, email, SMS)
- Freed IT resources from legacy system maintenance to focus on higher-value work
- High user satisfaction with a smooth rollout and optimized routing for technicians