Customer Success Stories
Hobas empowers field service with Salesforce
- United States
- Manufacturing (Infrastructure)
- Consulting, Implementation, Quality
- Salesforce Field Service
Reduction in turnaround times
Increase in productivity
About Company
Challenges
- Hobas spotted inefficiencies and limitations within their existing field service management system (Verizon), which prompted the need for a more efficient and flexible solution
- The transition from Verizon to Salesforce Field Service required a seamless and accurate data migration process
- Inefficiencies in resource allocation and difficulties in mapping skilled field technicians to service appointments
- Lack of real-time monitoring of field technicians, and insufficient control over their utilization & productivity
- Absence of Field Service Analytics hindered the ability to assess the quality of services rendered
Solutions
To address the identified challenges, Salesforce Field Service was implemented with critical functionalities related to pipe installations, maintenance, and repair processing. The system leveraged standard out-of-the- box features and was configured as follows:
- Scheduling policies to streamline scheduling based on territories, skill sets, and preferred resources, incorporating service goals.
- Dispatcher Console to provide service managers with a comprehensive view of technicians, their availability, and upcoming service appointments through Gantt views.
- Field Service Mobile App to equip service technicians with an intuitive console for viewing and tracking service appointments, checking in assets, updating consumed products, generating service reports, and capturing customer signatures. The app also supports offline capabilities.
- Field Technicians are also provided with the ability to update the work order with images captured at the customer site.
- Addressed specific requirements related to Technician Attendance, Resource Absence and Comp Day functionalities.
- Executed a complex data migration from the legacy system (Verizon) to Salesforce, including attachments.
- Salesforce Survey leveraged to capture customer feedback, seamlessly embedded as part of the service report.
- Built Reports and Dashboards to support year-end audits of technician utilizations, providing real-time intelligence on field service metrics.
Value Delivered
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