Field Service Lightning implementation and general development

Team

  • 4 Salesforce Developers
  • 2 Salesforce Consultants
  • 1 QA Engineer
  • 1 Project Manager

TECHNOLOGIES 

  • Standard Force.com functionality
  • Field Service Lightning
  • Visualforce
  • APEX
  • Data Loader
  • JavaScript
  • JQuery
  • REST
  • SOAP

PROJECT TIMELINE 

3 months

Project description 

Client, a company providing home repair services for individual and corporate customers across London (UK), is going to implement Salesforce Field Service Lightning to improve the efficiency of the delivered services: automate order and billing processes, optimize real-time onsite operations, replace a bundle of outstanding software with Salesforce.

Goals and tasks 

  • Replace in-house CRM and 10 separate systems (Case and email management, Email, Instant messaging, Desktop to mobile sms, Credit card processing systems, Mobile app, etc.) with Salesforce cloud products;
  • Optimize current business processes of the customer;
  • Customize Salesforce CRM to meet the unique Customer needs;
  • Perform basic configuration of Salesforce Service Cloud, Field Service Lightning, LiveMessage, Customer Community, Contractor’s Community, Reports and Dashboards;
  • Execute data migration;
  • Implement integration with several 3rd party services.

Project scope 

JET BI team performed consulting and custom development services including:

  • Requirements analysis and blueprint preparation;
  • Salesforce CRM (Enterprise Edition) setup for 50+ Salesforce users;
  • Data migration from  the current CRM, email management systems;
  • Integration with VOIP Bria, QuickBooks online, Stripe;
  • Custom development (APEX Batch, APEX triggers, Visualforce pages, Custom Lightning components);
  • Training sessions on Work Order Flow for client`s employees;
  • Ongoing maintenance and support services.

Configured LiveMessage feature allows to send and receive Facebook messages from Salesforce

During the conversation with the client, Agents have the ability to schedule and dispatch Service Appointment right from the Work Order Chatter

Configured Work Order Status Path visualizes the whole process of Work Order lifecycle and eases Agents work

Standard Gannt chart allows Dispatcher to see the whole picture of team’s workload

Result 

  • Salesforce CRM system implemented and integrated into existing infrastructure;
  • Work Order types configured according to existing business processes for different client enquiry types;
  • Configured Dispatcher, Administrator and Technicians FSL Roles and roles hierarchy;
  • Security and OWD settings set up;
  • Field Service Lightning Objects: Work Order, Work Order Line Item, Service Appointment, Product Objects customized;
  • Layouts are adjusted and assigned;
  • Work Order Path implemented: now the team can quickly see, update statuses by clicking the desired value on the Path;
  • Mobile Field Service Package for IOS and Android installed and configured;
  • Service Territories are created, Operating Hours for each Service territory are configured;
  • Service Report Template for Invoicing and Billing needs has been configured;
  • Case Assignment Rules implemented;
  • Omni-channel configured;
  • The implemented solution is ready for further scaling, product line/sales volumes growth;
  • Master data migrated into the CRM;
  • Integrations with 3rd party apps performed;
  • Time spent by Support Agents for each action reduced;
  • Overall staff efficiency increased;
  • Basic training performed for Admin and Managing Director.