Field Service Lightning (FSL) Implementation with Salesforce
Overview
Client
Industry

A leading HVAC services company

Heating, Ventilation, and Air Conditioning (HVAC)

Client

A leading HVAC services company

Industry

Heating, Ventilation, and Air Conditioning (HVAC)

Challenge
Inefficient field service management processes, resulting in delayed responses, low first-time fix rates, and poor customer satisfaction. 
Solution
Salesforce Field Service Lightning (FSL) implementation
Results
25% increase in first-time fix rate, 30% reduction in response times, 40% improvement in customer satisfaction, and 20% increase in technician productivity.
Client Background
The client is a well-established HVAC company that provides heating and air conditioning installation, repair, and maintenance services to both residential and commercial customers. With a fleet of over 100 field technicians, they are responsible for a large customer base spread across multiple regions. Their primary challenges were managing field operations efficiently, tracking real-time job updates, and improving first-time fix rates.
Challenges
Prior to implementing Salesforce FSL, the client faced several key challenges:
Manual Processes
Field service requests were handled manually, leading to miscommunication between the service center and field technicians. 
Delayed Response Times
Without real-time visibility into technicians’ schedules and locations, it was difficult to assign jobs efficiently, leading to delays in response times. 
Low First-Time Fix Rate
Field technicians often arrived on-site without complete knowledge of the required equipment or parts, leading to follow-up visits.
Poor Customer Satisfaction
The combination of delayed response times and multiple technician visits led to low customer satisfaction and poor online reviews.
Lack of Real-Time Tracking
The management team lacked visibility into the status of jobs in progress, making it difficult to address issues proactively.
Solution
The implementation of Salesforce Field Service Lightning (FSL) was chosen as the solution to address these challenges. The project was implemented in several phases: 
Phase 1: Requirement Gathering & Process Mapping
  • Conducted workshops with key stakeholders to understand current pain points. 
  • Mapped existing business processes and identified areas for automation and improvement. 

  • Phase 2: FSL Customisation and Integration 
  • Service Appointment Management: The FSL scheduling engine was configured to optimise technician assignments based on skills, location, and availability. 
  • Mobile Field Technician App: Technicians were equipped with the FSL mobile app to receive job details, customer history, and real-time updates on their mobile devices. 
  • Inventory Management: Integrated FSL with the client’s inventory system to track parts usage and ensure technicians had the necessary parts for each job. 
  • Work Order Management: Automated the creation of work orders from incoming service requests, ensuring that all job information, including service level agreements (SLAs), was readily available.  

  • Phase 3: FSL Customisation and Integration 
  • Conducted user acceptance testing (UAT) with both dispatchers and field technicians.
  • Provided hands-on training for dispatchers on the FSL Dispatch Console and technicians on the FSL mobile app.

  • Phase 4: Go-Live and Post-Implementation Support  
  • Went live with FSL, ensuring minimal disruption to day-to-day operations. 
  • Offered ongoing support and monitored key metrics such as response times and first-time fix rates. 

  • Key Features Implemented 
    Automated Scheduling
    The intelligent scheduling feature ensured that jobs were assigned to the most qualified technicians based on availability, proximity, and required skills. 
    Mobile Access
    The FSL mobile app provided field technicians with real-time access to work orders, customer history, and parts information, improving efficiency. 
    Optimised Routing
    The solution included optimised routing for technicians, ensuring they spent less time traveling and more time working on jobs. 
    Real-Time Updates
    Dispatchers could monitor job progress in real-time, enabling them to make adjustments and provide customers with accurate ETAs. 
    Knowledge Integration
    By integrating the company’s knowledge base into the FSL app, technicians could access troubleshooting guides and previous service histories, improving their ability to resolve issues on the first visit. 
    Results
    After implementing Salesforce FSL, the client saw significant improvements in their field service operations: 
    Increased First-Time Fix Rate
    The first-time fix rate improved by 25% due to better technician preparedness and access to real-time information. 
    Reduced Response Times
    Automated scheduling and optimised routing led to a 30% reduction in average response times. 
    Improved Customer Satisfaction
    Customer satisfaction scores improved by 40%, as customers appreciated faster service and fewer repeat visits. 
    Enhanced Technician Productivity
    Technicians completed 20% more jobs per day due to efficient routing and streamlined access to job information. 
    Real-Time Visibility
    The management team gained full visibility into field operations, enabling proactive issue resolution and improved resource allocation. 
    Conclusion
    The implementation of Salesforce Field Service Lightning transformed the client’s field service operations, leading to better efficiency, higher first-time fix rates, and improved customer satisfaction. The successful implementation demonstrated how Salesforce FSL can empower field service teams by automating processes, providing real-time visibility, and improving communication between dispatchers and technicians.

    This case study highlights the significant benefits of using Salesforce FSL to streamline field service operations in industries such as HVAC, enabling companies to provide better service, increase productivity, and boost customer satisfaction. 
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