Transforming a Water Purification Solutions Provider with Salesforce Field Service

About Client

Our client is a UK–based firm providing water and air purification and maintenance solutions by facilitating safe and easily deployable technology solutions for households and businesses. Prior to implementing Salesforce Field Service (FS), the firm faced several challenges in managing its field service operations efficiently; ADVANZ101 helped them with removing bottlenecks and transitioning to a new framework by addressing their operational challenges and delivering tangible business benefits.

Challenges

Challenges before FS Implementation

01- Inefficient Scheduling

Service Agents faced issues with manual scheduling of service appointments.
Poor allocation of resources led to delays in responding to customer requests.

02- Limited Visibility

Lack of real-time visibility into field operations.
Incomplete information on service history and customer interactions.

03- Inventory Management Issues

Difficulty in tracking and managing inventory levels for replacement parts.
Increased downtime due to unavailability of necessary components.

04- Communication Gaps

Ineffective communication between field agents and customers.
Customers lacked visibility of technician arrival times and service progress.

05- Post FS Implementation

Resistance to change among field service agents.
Data migration challenges during the transition to Salesforce.
Customization complexities to meet specific business requirements.

Outcomes