From paper to cloud: field operations management

A digital transformation process to improve Field Service operations by ensuring operational efficiency and the end customer's experience

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The challenge

Arlanis Reply was involved in the digital transformation process undertaken by the leading multinational Food, Beverage & Laundry service company, which included the implementation of Salesforce Field Service and an internal change management process transitioning from paper-based, manual operational processes to a fully cloud-based Salesforce technology structure.
Through the implementation, it was possible to transfer all of the company's end-to-end processes, including after-sales and troubleshooting with field technicians.
The use of Salesforce Field Service led to improved internal governance, allowing tracking of history and resources to improve operational efficiency and resource work.

Solution

The solution involved a revision of all the after sales processes present in the company to be rethought into a cloud solution, through the adoption of Salesforce Field Service. Thanks to this solution, it is possible to manage all incoming reports and cluster them based on the type of intervention needed. By adopting the cloud solution that manages the entire E2E process, it is also possible to manage technicians' work by assigning interventions based on logic such as geolocation, knowledge of the technician and their availability. Furthermore, through the mobile app, technicians have the ability to receive interventions in real time with all the necessary information to perform their work at best and synchronize data immediately so that it is available to all departments.

Organizational Optimization with Salesforce Field Service

The client has decided to equip themselves with Salesforce Field Service, an extension of the Salesforce Service Cloud module that provides the necessary tools to manage work orders, scheduling, and mobile employees.

In a company where post-sales support requires meeting over 25,000 field service requests annually from operators and specialized technicians for installation, repair, and replacement activities, the standardization of the organizational work process in an automatic and digital manner has become necessary, according to the logic of resource optimization, time management, and travel, through the introduction of Salesforce Field Service.

Starting from a request for assistance that arrives at the back office through various channels, and the subsequent opening of a case, the operator can take charge of the appointment request that is managed by the dispatcher and the so-called service appointments. Through logic such as technician location (territory), skills of the resource, type of work, the dispatchers assign and schedule the appointment to the most suitable resource.

From a graphical point of view, resources are displayed with timelines that show the daily appointments and the saturation of the resource, considering both the time needed to perform the activity and the time to travel from one client to another.

Enhancement of the service with the Mobile App

The use of Salesforce Field Service has been essential for managing spare parts in the warehouse: by accessing the mobile app, the technician can view the necessary spare parts to manage the task and can know in advance where the required parts for the intervention are located.

Another great potential of the mobile app is that it enables notifications for service appointments, providing information to the technician about the task to be performed, making available to them the repair history and also enabling the creation of documents, such as service reports with attached photos. From the mobile application, it is also possible to define actions that allow the technician to modify case fields, facilitating a continuous exchange of information with the back office.

Benefici

Tra i benefici di un processo di digital transformation abbiamo:

Greater visibility

The implementation of the new system has allowed for the consolidation of all data into a single platform and made them available to all departments involved, overcoming the silo division in order to increase productivity and business efficiency

Governance

By using Salesforce Field Service, the work of technicians and the scheduling of their appointments could be managed better, resulting in an more efficient allocation, which led to better business management and a 15% increase in processed reports

Lower operational costs

All business activities were previously managed by sending emails (over 10 emails with attachments before each intervention), which led to operational inefficiency and often the loss of key information. The arrival of the new system has allowed for saving huge amounts of printed paper, reducing the number of communications without losing any information and generating a decrease in operational costs.

Presence on the field

Field Service activities often suffer from negative experiences through the use of Salesforce Field Service it is possible to facilitate the work of technicians thanks to the mobile app that allows them to have all the necessary information at any time (working even without connection) and especially to ensure a simpler experience for consumers who can be updated in real time on the technician's movements.

Customer Context

The multinational leader in the production and sale of household appliances, operating in both the B2C and B2B sectors, has begun the transition towards digitalization for managing post-sales support processes. With the introduction of Salesforce Field Service, the company has managed to optimize resources, time, and costs easily and quickly, thanks to the effective and configurable solution implemented with the support of Arlanis Reply. In a world now focused on digital, the shift to automated and intelligent appointment management has led to an improvement in efficiency in every aspect, and has allowed for responding to customer support requests simply and quickly, optimizing time, costs, and resources.