Boosting the 'Service' in Field Service Implementation Cuts Paper Trails by 50% or More

/, Salesforce.com Platform/Boosting the 'Service' in Field Service Implementation Cuts Paper Trails by 50% or More

[lead]Allied Building Service Company, a provider of professional construction, maintenance and cleaning services, needed a consolidated way to manage technicians for its continually expanding business. Now a field service implementation with added reporting and tracking using the Salesforce platform and ServiceMax gives Allied a centralized console that boosts productivity and gives them more time to focus on clients and customer service.[/lead]Field Service Implementation

Who’s in the area where a customer needs service?  Who has time to pick up a job? How much did that job really cost? What were sales figures for last week? To get these answers you know the routine – spreadsheets, a shared Microsoft Outlook calendar, phone calls, and emails were used to assign work to technicians, track their time and billable hours and run day-to-day operations. These methods also served as their reporting mechanism to identify key customers and sales.

“Having real-time data is unheard of in our industry. Work order history was ‘history’ before we found it in our combined systems,” said Antonino Scappaticci, General Manager at Allied.

Allied looked at Astea and Explorer Shafers but soon realized those solutions would not meet all of their needs. So they reached out to Vertiba to help them with a field service implementation using Salesforce. Before long, their field service implementation evolved into a comprehensive tool for streamlining their processes and managing both daily operations and profit metrics that makes the most of both ServiceMax and Salesforce features.

“The field service implementation Vertiba developed gives our entire team transparency from sales through accounts receivable, and allows us to cut down duplicate processes and manual paper trails by more than 50% – in some cases entirely,” continued Scappaticci. “It’s all tracked in the system. So now we can focus more on customers, knowledge sharing, collaboration and fine tuning our business instead of moving paperwork.”

To learn more about this field service implementation read the case study.

By | 2014-01-21T15:05:43+00:00 January 21st, 2014|Salesforce Implementation, Salesforce.com Platform|