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. 

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.
Our team consisted of Advisory and Technical Delivery implemented Field Service Lightning. 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 included increase productivity, improved case assignment accuracy, and increased client satisfaction.

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

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