About Our Client
World’s top tile manufacturing company
Business Challenges
- Work Orders were managed in JD Edwards and dispatch was handled on disparate systems and manual processes
- Work Order assignment to partners and technicians was coordinated by email
- Field Service process and data was decentralized without unified visibility into performance and capacity
- No ability to see pending Work Orders and forecasted Work Orders in any system
Our Solution
- Implemented end-to-end Field Service Lightning in Salesforce
- Built multiple Integrations between JDE and Salesforce for Work Order creation, others with Lightning Web Components (LWC)
- Configured Salesforce Maps to digitize territories and assign Work Orders from maps
- Configured Field Service Lightning mobile app for mobile management of job data and Field Service reports
- Digitized Locations, Associated Locations, Work Orders, Service Appointments, Work Types and Service Territories to support business operations
- Configured a user interface for Work Order creation and dispatch with assign and award capability to internal and external technicians
- Built solution to split a single Work Order to multiple Work Orders so that each work order can be dispatched to different O&M partners
- Configured hierarchy view with colors to quickly track parent and child Work Order status
- Built a custom calendar and portal for O&M Partners to see a 12 month schedule
Value Delivered
- Single view of the customer in Salesforce with full visibility of activities, customer journeys, and customer conversion insights
- New Marketing performance insights with new metrics measuring
- Campaign performance, Lead generation performance, and ROI on marketing efforts
- Streamlined management of Marketing content and email templates across SiteCore and Salesforce resulting in time savings of 40%
- Improved Lead conversion by 25% and enabled visibility of Marketing contributions to Sales pipeline and revenue
