Boosting Field Service Productivity for Major Repair Services Company

This major residential and commercial installation and repair service was previously relying on locally stored data and siloed systems to run their organization.

Challenge

This $20 million repair service organization had a specific set of requirements for their tech stack, which they aimed to scale with their business and support a new generation of employees.

With a number of employees nearing retirement, they wanted a solution that was able to scale. They wanted an integrated solution that could encompass all aspects of their business in one CRM so that all employees could access information and stop relying on legacy knowledge.

With various work streams housed in on-premise systems, the client wanted to shift to the cloud and update the capabilities of their Field Service Application (i.e. integrate with other systems, collect payment in the field, and more).

Solution

Coastal streamlined this company's inventory management with Field Service Lightning, giving them real-time visibility into what's on each technician's van.

This integration with GoldFinch also enhances customer service—requests are handled seamlessly for a smoother experience. Simultaneously, Marketing Cloud's Account Engagement brings in leads from the website, quickly routing them to the right office for fast follow-up and more conversions.

Results

With a single source of truth, guided flows provide validation for legitimate processes. Every part of the client’s business now operates on the Salesforce platform. Previously manual, technicians now create opportunities in the field if they see an opportunity for more work.

In the back office, the Opportunity is routed to the appropriate team and worked from there without missing a step. The client now enjoys immediate connection with the technician because they no longer need to call technicians in the field to give updates. Salesforce sends automatic notifications of any changes to appointments in real-time.

Clouds & Products

Marketing Cloud Account Engagement
Field Service Lightning
Marketing Cloud
Service Cloud