Field Service
Key Improvements
Project was part of an ongoing effort to modernize business and infrastructure.
Successful transition from ClickSoftware to Salesforce Field Service.
100% out-of-the-box functionality, with no customizations and minimal user impact.
Industry expertise meant no surprises; project delivered on time and in budget.
Solution benefits include improved oversight and operational agility.
Solution provides a strong base for customer excellence and continuous improvement.
The Challenge
A natural-gas distributer who serves over 3 million customers needed to move from their ClickSoftware scheduling and dispatch solution in a cost-effective way, as quickly and efficiently as possible. The move was necessary in order to meet their existing solution’s end-of-life deadline. The new solution would need to support their overall goals, including improving the user experience, modernizing their business and infrastructure, and maintaining affordability for customers, particularly for those with lower incomes.
Pain Points
- New scheduling and dispatch solution needed several months prior to ClickSoftware 8.3’s EOL (end-of-life) on December 31st, 2023 —to avoid EOL related risks and allow adequate time for change/ensure consistency of service
- Significant amount of reporting needed, but existing reporting capabilities lacked flexibility
- Unable to fully capitalize on solution optimization due to lack of in-depth insights and real-time data points
- Existing solution reliant on system integration to add capabilities
Requirements
- Provide platform style solution to easily add capabilities as needed, and simplify planning for future improvements; complete transition to this solution within time frame and budget
- Optimize reporting and add flexibility to better support continuous improvement and operational agility
- Use out-of-the-box solution functionality whenever possible; avoid customization
- Minimize user and customer impact; improve user adoption
- Improve process transparency and oversight, data utilization, forecasting, resource management, response times, and efficiency for dispatch and management
The Solution
The organization selected Salesforce Field Service (SFS) as a replacement for ClickSoftware 8.3. Diabsolut was chosen as their implementation partner, due to Diabsolut’s extensive experience working with field service, energy, and utility organizations—as well as their in-depth knowledge of integrations, Salesforce Field Service, and ClickSoftware migrations. This expertise was used to ensure the highly flexible Salesforce platform met the organization’s business requirements with industry-specific configuration rather than customization.
Products Implemented
Solution Services
Integrations
The Results
The organization successfully transitioned from ClickSoftware to Salesforce Field Service on time and within budget, well ahead of Click 8.3’s end-of-life. With Diabsolut’s guidance, the migration was seamless—challenges were anticipated, pain points addressed, and outcomes replicated with out-of-the-box features and configuration. Field technicians experienced no day-to-day disruption, customers saw no downtime, and the organization is now equipped with a scalable, modern platform to drive future growth and continuous improvement.
Key Results
- Enhanced reporting with additional data points and flexibility
- Real-time changes save time, effort, and resources
- Optimized scheduling and dispatch through full use of the solution engine
- Stronger security to safeguard customer and organizational data
- Improved self-sufficiency with administrative teams understanding solution setup
- Easier, more efficient management reporting
- Scalable platform built for long-term modernization
- Documented business processes and technical solution for future reference
- Improved solution ownership and operational agility