Field service
CRM
Aftersales CRM
Integration
AI
Salesforce
SAP
Mulesoft
Microsoft Azure
Field service
CRM
Aftersales CRM
Integration
AI
Manufacturing

Field Service Cloud Expansion​

Technologies
Salesforce Sales Cloud, Salesforce CPQ, Service Cloud, FSL, Pardot, Marketing Cloud, Engagement Cloud, SAP, IMC, MuleSoft, MS Azure

Customer Overview

Industrial Manufacturing Company - the global leader in stored energy solutions for industrial applications. Company complements it's extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. Manufacturer sales and service locations throughout the world.

Location
United States
Employees
Over 10k

Problem/goal

  • Field Service processes requires optimization​
  • Number of acquired divisions are not aligned in terms of business processes​
  • There is no unified platform sustainable to host all of divisions for preventative maintenance and other processes​
  • License utilization is not optimized (third party services are not used at full potential)​
  • Legacy systems are expensive to support and maintain, not to mention they lack flexibility and are morally obsolete​
  • Data to calculate KPI is spread out and inconsistent between systems​

Solution

  • Align Business Processes and implement a core capabilities on Salesforce Platform​
  • Utilize Standard Salesforce features to cover as much requirements as possible without sacrificing Business Users efficiency​
  • Implement reusable elements that can be used by any division with configuration or minimal adjustment​
  • Review the use of 3rd party tools and services and evaluate replacing them with SF capabilities​
  • Evaluate and implement division specific capabilities that can still be re-used by same divisions in different locations or by other divisions

Technologies used

Salesforce logo
SAP logo
Mulesoft logo

Results

  • Salesforce is now the unified platform for most divisions to be used​: harmonization mindset is now driving business decisions​.
  • Preventative maintenance is now much more automated with Salesforce Preventative Maintenance module: saving time by automatic Work Order generation according to templated Maintenance Plans​.
  • There is centralized way of managing operational data: 1) calculating KPIs and plan resources more accurate​ 2) improving efficiency and collaboration between teams​.
  • Business processes are more aligned and standardized, still providing room for division and location specifics​.
  • Some underused 3rd party apps and services are replaced with Salesforce capabilities to optimize budget distribution​.
  • Technical assessment is conducted highlighting the need of refactoring for some already existing configuration​.
  • Improved efficiency of Field technicians due to standardizing the tool for different types of work on site.

‍

Business outcomes

Client Testimonial

Read more

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