Optimizing Salesforce Field Service for Greater Business Impact

Overview

Our client is a leading utility locating services provider. It relies on an optimized field service platform to improve efficiency, governance, and the user experience for its agents.

Business Complexity

The client needed to optimize its Field Service setup. Siloed data, weak permissions, security gaps, and complex scheduling journeys hurt efficiency and user experience.

Action

  • Conducted an org health assessment aligned to Salesforce best practices.
  • Simplified and automated scheduling.
  • Built custom case management.
  • Integrated Microsoft OneDrive and enhanced the mobile app and service reports.
  • Strengthened governance and platform optimization to improve org health.
  • Boosted agent productivity with fewer clicks to schedule appointments, and enabled faster case resolution through streamlined workflows.

Tech Stack

  • Salesforce Field Service
  • Microsoft OneDrive Integration
  • Salesforce Mobile App
  • Custom Case Management
  • Org Health Assessment

Impact

  • 40% → 72% org health score improvement
  • 19 work types configured
  • 6 months implementation timeline