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CUSTOMER SUCCESS STORY

Boosting Field Service Performance with Customized Salesforce Solutions

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Automation Process Improves Field Efficiency by 14% with Smart Rostering Integration
Country

Australia

Industry

Not-for-Profit Organization

Service offering

Implementation & Enhancement

Technology

Field Service, Integration

Business Challenges

  • Challenges in effectively monitoring and managing the performance of its field service resources.
  • Managers needed a specialized dashboard to understand how their reporting resources were performing with regions, appointment volume level information.
  • Reward System within Salesforce to display accomplishments such as Self Assesment(SA) completion and quarterly targets.
  • Support for advanced rostering system for capturing all field service technician data within salesforce.

Solution Details

  • Implemented a custom dashboard that sets, tracks, and analyzes performance targets for service appointments, enhancing clarity and focus on key metrics.
  • Developed managerial dashboards for regional data filtering, appointment volume assessment, and resource monitoring.
  • Introduced a dynamic Salesforce component for tracking quarterly SA completion and displaying personalized rewards.
  • Automated leave calculations and linked them to performance dashboards, with streamlined approval workflows.
  • Revamped business processes for a specific business unit and integrated PDF Butler for efficient billing processes, enhancing workflow and reducing errors.
  • Established real-time updates in Salesforce through a two-way integration with Tanda, improving roster management.
  • Migrated existing processes from process builders and workflows to support process automation within Salesforce.

"CRMIT Solutions has proven to be a true partner in every sense, consistently demonstrating flexibility and responsiveness to our evolving needs. Their tailored solutions have made a significant impact to our operational efficiency."

Robyn Silber
Business Solutions Manager, Autism Spectrum

Value Delivered

  • Improved reporting capabilities, enabling better decision-making with advanced data insights and management tools.
  • Reduced approval time for leaves, ensuring more efficient workforce management and smoother operational flow.
Increase in Self Assessment completion rates
0 %
Improving field service efficiency
0 %

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