Customer Background
Our client is a leading manufacturer of electrical appliances. They specialize in manufacturing air conditioners, dishwashers, refrigerators, water heaters, washing machines and induction cookers. They are dealing in this domain for more than two decades. The company also specializes in the installation and after-sales service of their electronic products.
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Industry
Manufacturing
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Technologies / Platforms / Frameworks
Salesforce, Salesforce FSL, Cloud, APEX, SAP
Challenges
The client faced difficulties in managing a combination of multiple systems supporting sales, installation and service. The manual scheduling and dispatch processes were tedious and time-consuming. Also, their technicians faced challenges in providing field service as they had to conduct several visits to complete a task. At the time of a scheduled or immediate service, they had to visit the site to check the issue, followed by ordering and picking up the required part from the service center. All this made it time-consuming and affected customer satisfaction.
Solutions
We worked closely with the client and defined a strategy that included the implementation of Salesforce Service Cloud with Field Service Lightning (FSL). FSL streamlined sale, installation and service processes for their entire product line. We developed a solution for our clients that provided them with capabilities and efficiencies that helped them overcome the challenges that they earlier faced and helped them to improve business processes, equipment maintenance and customer satisfaction.
With the Salesforce FSL solution in place, an agent tries to solve the issue online when a customer calls the service center. If the resolution requires a site visit, the agent creates a service appointment for the technician’s visit, who then visits the site at the scheduled time and gets the job done.
Solution highlights:
- Enables field service workers to deliver faster service with improved efficiency
- Tracks the field technician’s day-to-day work including service appointments, service hours, location and more
- Allows service technicians to easily document their work using a mobile app
- Reduces the time taken between ticket generation and task completion
- Increases number of jobs handled by technicians
- Eases customer invoicing
- 50%
Reduction in defect
resolution TAT - 25%
Faster delivery
of goods - 20%
Boost in
sales - 40%
Increased customer
satisfaction
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