Field Service
Key Improvements
Automation of payroll calculations.
Automation of billable items entry.
Optimization of data capture and reduction of manual entries.
Analysis of legacy tool and implementation Salesforce Field Service.
Strong foundation for future scalability on a single unified platform.
The Challenge
The previous Field Dispatch Management tool was built on outdated technology and was a legacy native application.It required a significant amount of manual intervention to capture information in the system. Once the information was entered, the tool required a lot of manual validation to ensure accuracy, which was a labor-intensive process.
Pain Points
- Technology stack is expiring
- Manual validation is required at a large scale
- Data re-keying is time consuming
- Existing solution is complex and expensive tochange
- Solution is completely customized
- Integration is unreliable
Requirements
- Implement a Work Management solution for construction projects
- Implement a time management solution, that includes payroll management for construction crews
- Implement a billing and invoicing solution
- Build integration to their largest customer for work and invoicing management
- Replace legacy integration solution with a modern platform
The Solution
Implemented a multi-cloud solution which enables users to manage their entire workflow from receiving work to receiving payment confirmation. This solution includes various functionalities such as automated Work Orders Management, Timesheet Management, Payroll Management, transmitting payroll information, managing customer billing and invoicing, and direct integration to their customers for invoicing and reporting.
Products Implemented
Additional Integrations
The Results
This contractor underwent a major digital transformation by replacing its legacy CRM with Salesforce, integrating MuleSoft as middleware, and moving from Crystal Reports to Salesforce-based reporting for stronger analytics. The shift enabled process automation, centralized work order management, streamlined billing and invoicing, and automated payroll for greater compliance and efficiency. With a scalable, future-ready platform, the company has reduced manual effort, improved visibility, and built a strong foundation for continued growth.
Key Results
- Technical Efficiency: Eliminated technical debt and simplified system maintenance
- Job Tracking: SLA integration improved prioritization and real-time tracking of permits and locates
- Data Integrity: Salesforce validation ensured clean, accurate data across the job cycle
- Scalability: Designed to support current operations and future expansion
- Billing Efficiency: Automated margin calculations and invoice grouping streamlined financial processes
Metrics
- Automated Billing & Revenue Recognition: Converted 34,000 billing orders and invoices, recognizing $170M in revenue via ERP integration
- Optimized Payroll Processing: Processed 133,000 time entries across 29 pay periods, categorized into regular, OT, double time, and holiday pay
- Enhanced Work Order & Time Tracking: Captured 133,000 service resource entries and 22,000 equipment time entries across 36,000 work orders in Salesforce Field Service
- Seamless Payroll Integration: Automated submission of 19,000 timesheets for 650 resources, reducing errors and saving time