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Salesforce Field Service implementation and general development

Successful Salesforce Field Service implementation for automated order and billing processes, optimized real-time onsite operations, and replacement of a bundle of outstanding software with Salesforce

Published by admin
02 March 2021
Salesforce

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 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;
  • Optimise 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.

 

Picture 1: Configured LiveMessage feature allows to send and receive Facebook messages from Salesforce

 

Picture 2: During the talk with the client Agents have the ability to schedule and dispatch Service Appointment right from the Work Order Chatter

 

Picture 3: Configured Work Order Status Path visualizes the whole process of Work Order lifecycle and ease Agents work

 

Picture 4: Standard Gannt chart allows Dispatcher to see the whole picture of team’s workload

 

Result 

  • Salesforce CRM system implemented and integrated into existing infrastructure;
  • Work Order types configured according to existing business processes for different client inquiry 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 to be 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 (Managing Director).

Advantages of JET BI 

  • 20+ Products successfully designed, developed and published on AppExchange for top AppExchange ISV vendors during the last 5 years. JET BI’s own products (Advantage for Salesforce, Conversayit for Salesforce) are already listed on AppExchange;
  • All-In-One Product Development Service provider. 40+ highly-skilled engineers, UX designers, developers, QA, and security experts will get you covered throughout the process of getting your app shine on the AppExchange. Hybrid solutions with Heroku. iOS and Android mobile apps development;
  • Certified Salesforce Developers (DEV II), SCRUM Masters, Front-end developers, ISTQB-certified QA. All Salesforce-recommended best-practices for development on Salesforce platform at your hand;
  • Highest quality and security. JET BI core values include trust, security, and quality. We implement the highest security standards on all levels. Efficient ISO-certified software quality management;
  • AppExchange® for business. We can help you with Salesforce Sales Cloud for ISV (“business org”) setup, integration with 3rd party systems, publishing console training, LMA, trialforce setup. We will help your sales team to increase customer engagement, revenue, transparency, and conversion with #1 Sales automation tool in the world;
  • Industry-specific and 3rd party systems integration. Sales Cloud, Service Cloud, Community Cloud, Financial Services Cloud, Field Services Lightning. Deep expertise in integration with SAP ERP and SAP HANA. IoT and VR solutions. Professional Services, Real-estate, Retail, Fashion, Banking, Oil&Gas.
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JET BI TEAM
  • 4 Salesforce Developers
  • 2 Salesforce Consultants
  • 1 QA Engineer
  • 1 Project Manager/Salesforce Consultant
TECHNOLOGIES
  • Visualforce Pages
  • Visualforce
  • APEX
  • Data Loader
  • JavaScript
  • REST API
  • Stripe API
  • Workflow rules
  • Process Builder
  • Zapier
PROJECT TIMELINE
  • 5,5 months
Question to the expert

We have available resources to start working on your project within 5 business days

2 Senior Developers

1 SF Consultant

2 QA engineers

2 Admins