Field Service
Key Improvements
Average travel time decreased by 29% (by 8 minutes).
Increased work completion rates per day.
Migration project completed in 5 months.
Minimal disruptions for employees and customers was achieved.
A reliable and scalable solution to support growth.
Dominic Corbeil
VP, Operations and IT
GMP Energie
Diabsolut is a long-standing and trusted partner of Gaz Métro Plus. This project is yet another example of their customer-first approach—setting clear expectations from the start, taking the time to understand our needs and goals, and guiding us through the process with true collaboration. The migration to Salesforce Field Service has been a success for our organization thanks to their expertise and support.
The Challenge
GMP Energie, a subsidiary of Énergir, is a leader in energy products and services for more than 40,000 addresses across Quebec. They offer a range of products to satisfy their clientele in installation, maintenance, and support for natural gas equipment—and are recognized for providing quality service to their residential and commercial clients. When it came time to replace their 10+ year old dispatching system, GMP was committed to finding a field service management solution that would continue to put their customers first, and an implementation partner that could ensure minimal disruption during the transition.
Pain Points
- Legacy systems were no longer receiving future updates so reaching their end-of-life
- Risk of impacting end-user experience with a system change
- 20 different system interfaces needed to be preserved
- The 24/7 customer care model made it difficult to have down-time
Requirements
- Zero end-user disruptions
- Increase the # of jobs per day via optimization
- Reduce average travel time
- Improve integrations with back-end systems
- Sustain a high volume of information to be transferred
- Preservation and integrity of data being moved from the legacy system
- Interface tools must have the right look & feel to minimize extensive training
- Secure stakeholder buy-in and effectively manage stakeholder impact throughout the large-scale, enterprise-level project
The Solution
The solution paired Salesforce Field Service and Service Cloud’s adaptability with customization from Diabsolut’s project team. Diabsolut was able to leverage many features and functionalities available within the Salesforce Field Service platform—such as Resource Schedule Optimization, Multi-Day and Multi-Stage tasks, Contractor Communities, and Complex Shift Management.
Products Implemented
Solution Services
Additional Integrations
The Results
By replicating the legacy system’s user experience, Gaz Métro Plus ensured a smooth transition to Salesforce Field Service with minimal disruption. The five-month project delivered value, reliability, and sustainability while eliminating risks tied to the outdated system. Automation streamlined redundant tasks, and the new solution not only mirrored trusted capabilities but also introduced measurable efficiency gains. The result: reduced travel time, faster ROI, and improved daily job completion.
Key Results
- Average travel time reduced by 29% (8 minutes)
- Improved optimization increased jobs completed per day
- Minimal downtime during implementation
- Short timeline to achieve ROI
- Enhanced functionality and system efficiency for end-users