Case Study: Heating & Cooling Company

 

Solution: Salesforce Service Cloud & Field Service Lightning Deployment

 

Need: A full service residential and commercial heating and cooling company that has been serving the Twin Cities area for over 30 years had purchased Salesforce previously and was not fully “spun up” on the relevant licenses, products, or implementation methods resulting in a failed implementation. The organization still desired a fully implemented Salesforce instance but did not wish to invest heavily in a tool without a clear roadmap. In addition to fulfilling customer requests, invoicing for products and services, and finding new business, the organization had created a wide array of solutions loosely-coupled with manually augmented processes resulting in limited time for innovation, growth, and business operations.

Approach: Demand Chain Implemented Salesforce Service Cloud and Field Service Lightning for dispatch and service contract management after gathering requirements related to their entire Customer Management lifecycle including;

  • Collecting leads from manual canvassing
  • Collecting leads from in-person interactions in retail locations
  • Making the sale
  • Dispatching employees to fulfill services
  • Empowering the field service technicians
  • Enabling those technicians with upsell opportunities

Result: By implementing Field Service Lightning the organization is now able to achieve full lifecycle customer management. They have data consistency throughout and a centralized set of core systems for work and visibility into the true inputs and outputs of their work. In addition, they have expanded resource dispatching and scheduling from “just in time” to forecasted weeks ahead. Ultimately enabling the business to expand proactive services allowing them to collect revenue months ahead of service.


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