Field Service
Key Improvements
Legacy system nearing EOL; overall FSM solution no longer supported growth or operations.
Highly specialized industry specific and organizational needs.
No centralization or consolidation of data impacted performance of several teams.
Solution rollout would need to include multiple dispatchers at multiple locations.
The Challenge
After a previous implementation of Salesforce Service Cloud, a major Canadian hydroelectricity provider was seeking a new Salesforce and utilities savvy partner to replace their non-mobile friendly Oracle MWM legacy system—which was approaching its end-of-life date, and therefore no longer being updated.
Pain Points
- Legacy system nearing EOL and offered no mobility; needed physical input to sync information.
- Large amount of end-user preferences to account for across multiple dispatch centers.
- Inability to easily streamline technicians’ daily schedules or manage outsourcing of service appointments.
- Industry specific optimization and automation sought for multiple areas of operations.
- Overall solution no longer supporting business growth.
Requirements
- Transition to a cloud-based system with mobile app support for real-time data access and input from anywhere.
- Enable extensive customization of user preferences and profiles to accommodate multiple dispatch centers.
- Implement AI-driven tools for optimizing technicians’ schedules and managing outsourced service appointments efficiently.
- Integrate automation and optimization features tailored to industry-specific workflows and compliance standards.
- Ensure the system is scalable to support business growth, with robust security measures and performance monitoring.
The Solution
Custom components and configuration added functionality for things like management of meter reading and replacement, client generated appointment booking, plant maintenance and inspection, and shift management—with specific alerts and prompts, and options for support and meter key tracking all in one place.
Integration with the organization’s CMS, which was also built by Diabsolut, allows for detailed service appointment management with contractors. Contractors can refuse or accept work, assign it to resources, and access the new community mobile app to updateappointment details and progress—while the organization’s dispatchers are able to monitor the work throughout the process.
Additional integrations with pre-existing systems like Service Cloud and CC&B helped to further centralize information onto a single platform that is more mobility friendly—with relevant, up-to-date, and complete information now more easily accessible by teams in the field. This includes contractor service appointment data synchronization with their client care and billing system.
Products Implemented
Additional Integrations
The Results
By generating schedules 60 days in advance and removing the need to physically sync field data, the organization gained better caseload visibility and improved technician instructions—leading to faster appointments and reduced case resolution times. Industry-specific configurations, quality-of-life features for end-users, and an improved contractor management system have positioned the organization to focus on growth through stronger capacity management.
Key Results
- Eliminated manual syncing and email reliance, saving time and reducing errors
- Improved team and customer support with automation and better metrics
- Enhanced visibility, data capture, and insights for forecasting and decision-making
- Positive end-user adoption thanks to intuitive configuration and training
- Faster service times and stronger quality control through improved appointment and outsourcing management
- Dispatch now updates and alerts technicians on priority tasks in real time
- Better calendar oversight provides leadership with valuable operational insight