Customer Background
The client is a leading medical device manufacturing company, specializing in ultra-high-frequency micro-ultrasound technology. Established around three decades ago, this progressive company has made a name for itself as a leader in delivering cutting-edge medical imaging solutions, serving medical professionals and institutions all over the world.
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Industry
Manufacturing
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Technologies / Platforms / Frameworks
Salesforce Field Service
Challenges
Healthcare services are critical, and even minute delays can have serious consequences. Prompt servicing of medical equipment is essential as lives depend on it.
It is imperative for our client to optimize its service delivery and improve customer satisfaction to ensure the reliability and efficiency of their medical equipment. They also wanted to streamline field service operations, enhance customer satisfaction, and improve resource allocation. Their specific goals included automating scheduling and dispatch, providing real-time visibility into field operations, and integrating with existing CRM and ERP systems.
- Inefficient scheduling and dispatch: The company faced challenges in efficiently scheduling and dispatching field service technicians, leading to delays and suboptimal resource utilization.
- Lack of real-time visibility: There was no real-time visibility into field operations, making it difficult for managers to track performance and address issues promptly.
- Manual processes: Manual processes led to delays and errors in service delivery, affecting overall service quality and customer satisfaction.
Solutions
Our team of experts had thorough discussions with the client’s team. We observed and analyzed their operational processes in-depth. Our certified Salesforce developers integrated Salesforce Field Service into their FSM processes and offered the following solutions:
Salesforce Field Service implementation:
- Deployment: Implemented Salesforce Field Service to manage all aspects of field service operations.
- Configuration: Configured advanced scheduling and dispatch tools to automate technician assignments based on skills, location, and availability, ensuring the right technician is dispatched to each job efficiently.
Mobile solution for technicians:
- Customization: Customized the Salesforce Field Service mobile app, allowing technicians to access work orders, update job status, and capture customer signatures on-site, enhancing field efficiency and communication.
- Integration: Integrated Salesforce Field Service with the client’s existing CRM and ERP systems. This seamless data flow ensured synchronization between sales, service, and inventory management, enhancing overall operational efficiency.
- Real-time visibility: The solution gives technicians real-time visibility with a centralized platform for accessing work orders, customer history, and inventory. It allows instant updates on job status, real-time GPS tracking, and dynamic routing to optimize travel and improve service efficiency.
- Automated service appointment: With our Salesforce Field Service solutions, the client can automate service appointments and ensure efficient and automatic allocation of resources. This helped in reducing wait times and enhancing customer satisfaction through timely and accurate appointment management.
Real-time analytics and reporting:
- Implementation: We created dashboards and reports to provide real-time visibility into field operations. This enabled managers to track performance metrics and make informed, data-driven decisions.
Invoice management:
- We streamlined their invoice management by automating invoice processing, ensuring accuracy, and reducing manual errors. The Salesforce FSL solution integrates seamlessly with existing systems, providing real-time tracking, improved compliance, and faster payment cycles.
Benefits
Improved efficiency:
- Automation: Our automated scheduling solution reduced the need for manual intervention, resulting in quicker response times and better resource utilization. The company can now manage its field service operations more effectively and efficiently.
Enhanced customer satisfaction:
- Service delivery: Real-time updates and efficient service delivery improved customer experiences. Customers received timely service updates and faster issue resolution, leading to higher satisfaction rates.
Increased visibility:
- Analytics: Real-time analytics provided insights into field operations, enabling proactive management and continuous improvement. Managers could now monitor key performance indicators and adjust strategies as needed to optimize operations.
- 52%
High-performing field service workers
- 82%
Upsell opportunities
- 31%
Improvement in first time fix rates
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