Field Service
Key Improvements
Unified processes across a business with varied regional operations and governance structures.
Enhanced governance by introducing structured change management and standardized processes.
Achieved operational consistency by centralizing dispatch and streamlining field operations.
Improved end-user experience with transition to cloud-native platform, mobile accessibility across any device and data visibility.
Our outcome that we set out to achieve was replace legacy technology with new, make it better where practical and unify as many processes as we as we possibly can within the time frame that we had. With Diabsolut as our trusted advisor, we’ve achieved those things without disrupting our day-to-day operations of 1,400 plus employees that spans 8 States and operates in 800 communities with 6 bargaining units. Salesforce Field Service handles all of that complexity and more.
Director of Utility Technology Systems
The Challenge
Facing the end-of-life of its legacy ClickSoftware platform in 2020, This large US Natural Gas and Electric Utility needed a scalable, unified solution to support operations across 8 states and 800+ communities serving 1.4 million customers without affecting their current streamlined and optimized field operations. The transition to Salesforce Field Service was a fast-tracked 40-month project, ensuring operational continuity with little or no disruption to their services, process standardization, improved governance, and cloud-based efficiency.
Pain Points
- The legacy system (Click) was on-premise, requiring extensive maintenance
- Initial project took 52 months; the new transition had a stricter 40-month deadline
- Mergers and acquisitions led to fragmented business processes across multiple districts, each operating with differing workflows, resulting in inconsistencies that highlighted the need for stricter governance and enhanced change management
Requirements
- Replacement solution that allows them to grow on a single unified platform
- Looking to make sure performance and key metrics from Click weren’t affected and improve over time
- Little or no disruptions to their operations during the deployments
- The project emphasizes a balance between leveraging technology and fostering process and people changes
- Device compatibility for field end users to work effortlessly
The Solution
To ensure consistent communication and collaboration between Diabsolut and this Utility, the project had a dedicated team of liaisons, with approximately 8-10 from Diabsolut (Engagement Manager, Project Manager, Solution Architect, Integration Lead, Consultants, Developers), 20-35 from the Utility Company (including the core team with the Program Manager, the Leadership team, as well as Integration Specialists, Training Specialists, Testing Specialists). Project ran multiple work tracks made up of both Diabsolut and client primes for Change Management, Training, Integration, Source System, Salesforce, Reporting and Analytics, Data Warehouse, Process Management, and Quality Assurance/Quality Control (QA/QC). The project involved managing a field workforce of more than 1000 workers.
Products Implemented
Diabsolut and Partner Services
Additional Integrations
The Results
Salesforce Field Service helped a large U.S. natural gas and electric utility unify operations, streamline complexity, and boost efficiency across the organization. With Diabsolut as a trusted advisor, the utility benefited from collaborative problem-solving, comprehensive training, and the tools needed for long-term self-sufficiency. By focusing on people, processes, technology, and data governance, the transformation was delivered on time, on budget, and designed for continuous growth.
Key Results & Highlights
- All phases completed on time and within budget
- Strong executive alignment through clear communication and governance
- Smooth adoption supported by training and change management
- Adaptable, scalable solution built for long-term growth
- Efficient handling of complex operations, from emergency orders to line locates
- Custom Salesforce LWC timesheet app for accurate, compliant data capture
- Enhanced field flexibility and user satisfaction with mobile and iPad access
- Ongoing improvements, including work order bundling and second-gen optimization features