This is how our Client Improved in Customer Service, Through Our Salesforce Solution

October 29, 2020

The document briefs on working with a telecom client and helping them improve customer service through implementation of field service lightning-Salesforce.

Overview

Our telecom client was looking to automate field service request processing, scheduling, and Preventive Maintenance, and provides various tools to manage work orders, scheduling for the mobile workforce. 

Our team helped the client to stabilize the field service requests from maintenance, Installation, management services, and other systems by adopting Field Service Lightning systems and advising the various OOTB features, and customizing the business processes using the Salesforce development platform.

About Salesforce field service lightning

Field Service Lightning is an extension of Service Cloud that provides a comprehensive view of workforce management. This is used to help organizations better track customer service calls from the call center agent, through the dispatcher console, to a completed service appointment from the mobile employee.

Challenges

  • Schedule Adherence
  • First-Time Fix rate
  • Performance Management
  • Communication with Customers

Solutions

Leveraging the Salesforce Lightning Experience framework and Field Service Managed package to automate our telecom clients

  • Field Service requests,
  • scheduling,
  • Service Assignments,
  • Dispatching and maintenance.

Benefits

  • Manage field service technicians, their skills, location, and availability
  • Set up multilevel service territories and associate them with technicians
  • Dispatcher console that provides an overall view of Territories, Service Appointments, Scheduling, Gantt Chart to manage and monitor Technician and Service Appointments
  • Field Service Mobile app for Technicians to execute all Field operations including Scheduled Appointments, Navigation, Inventory
  • Generate service reports to keep customers informed about service progress

About IVL

IVL | InfoVision Labs is a growing global IT service company we provide a large range of services to our clients from various domains. With unmatched digital capabilities across all our services, we provide the best in industry technology solutions.

Talk to us to know how we can help your business go digital and empower your business.

Categories