Field Service Lightning Implementation
for Retail Sector

Introduction

Industry

Retail

Products

Field Service Lightning

Capabilities

Build and Implement

The client is a retail chain, based in the UK, that provides best-in-class pet-care products and services. The company’s wide range of services includes dog grooming and training, cat and dog boarding facilities, and daycare delivered by associates at over 1500 branches nationwide.

Project Challenges

Project Challenges

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Following are the challenges which they were facing:

  • Creating Robust Architecture and Pricing Management: The client was looking for a robust infrastructure system that could scale with their specific scheduling needs and incorporate a range of other customer-facing functions, including pricing.
  • Need for User-friendly UI and Appointment Booking System: They wanted us to create a highly customized, fully-branded employee-facing user interface that would be easy for internal users to learn to use, with a proper appointment booking system.
  • Integrating FSL with Back-end Systems: They wanted to integrate FSL with existing back-end systems, including SAP ERP, through an APIM hub created by them, making it possible to completely integrate scheduling and pricing with customer data, and expose the scheduling API to a customer self-scheduling UI.
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Project Solutions

Project Solutions

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We implemented the following solution to overcome the above challenges for our client.

  • Robust Salesforce Architecture and Pricing Mechanism: We created a robust scheduling and pricing system to support their 100,000 concurrent users, which includes the company’s 20,000 associates, call center employees, and end customers. We also ensured the pricing mechanism would be agile and configurable to support price changes, seasonal discounts, and coupons in the most efficient way, and accommodate the thousands of SKUs involved in making appointments for the full range of services and products.

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.
Business growth increased by
40%
Customer interactions increased by
30%
Operational errors decreased by
52%
Resources utilization increased by
75%
The efficiency of customer service increased by
65%

Client Review

They were Patient and Easily Approachable
Cyntexa has proved that they are the best in the field. They have completed the project on time as per our needs. Glad to be associated with them.

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