Field Service Lightning General Development

Partner
Field Service Lightning implementation and general development

technologies

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

team

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

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.

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.

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