Case Study
Increased Productivity and case assignment for CRCS Courier
CCI (Cloud Consultings) proposed Salesforce Field Service Lightning (FSL) to address the company’s real-time issues. FSL has the functionality to route the right resource to the right location at the right time. It also will simplify and streamline the essential business procedure.
- Increased productivity with centralized information.
- Reduced response time and immediate attention to customer’s concerns.
- Improve accuracy in case assignment.
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 (FLS) 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
Results included increase productivity, improved case assignment accuracy, and increased client satisfaction.
- Increased productivity. Availability of key information in centralized location to save representatives and advisors time, leading to increased productivity and decreased resolution time
- Increased client satisfaction. Derived from reduced response time and immediate attention to customer’s concerns
- Improve accuracy in case assignment. Cases automatically routed to specific employees based on factors such as employee skill set and availability
Client's Feedback
CCI team helped us reduce the customer response time and improved the overall experience. Their team was very professional and
Mary Jane
Project Lead, CRCS Courier
