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Logistical Challenges From Aging Systems
Home appliance company enables mobile access for realtime workflows, by reducing case backload by 50%.
Challenges
A home appliances company struggled with logistical challenges. These were causing inefficient resource allocation to jobs, stemming from an aging scheduling system. Their team of technicians, support admins and store managers had to put extra effort into maintaining their assigned tasks and orders daily. This manual dependency negatively impacted the overall productivity and cost of business operations. CCI was asked to perform the analysis and present the proposal. CCI provided three options and FSL implementation was selected.
Solution
Our Salesforce Field Service Lightening (FSL) implemented the FSL mirroring the specific uses cases for all users in one release. They helped improve SLAs and client communication and increased productivity and employee satisfaction. One of the key features enabled field staff to continue with the workflow seamlessly with real time mobile access, which reduced the work backlog by 50% within a short span of time. CCI has enabled several additional enhancements, which continues to further improve efficiency and cost reduction.
Results
Implementation of virtual support reduced in-person visits and leveraged automation to prioritize essential projects and intelligently assign jobs based on skills, location, and business policies. By using Field Service Analytics, managers and dispatchers have easy, realtime visibility into operational performance and KPIs from any location. The implementation of FSL capabilities has also enabled greater efficiency, accuracy, and monitoring for agent dispatching. Access to real-time data and improved reporting have significantly reduced costs and helped with the seamless remediation of audits. Overall, the company's strategic use of technology has resulted in improved operations and cost savings.
