Field Service Lightning
Implementation

Introduction

Industry

Commercial Services

Products

Field Service Lightning

Capabilities

Build and Implement

They offer complete glass repair, replacement, and services to the residential, automotive, and commercial markets. Their technicians specialize in serving vehicle owners, homeowners, and business owners with services designed to fit their needs, completed in a timely manner and on budget. Their approach is to appreciate and understand customer’s needs and making the best efforts to thrive for customer loyalty.

Project Challenges

Project Challenges

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The client wants us to implement a system with which they can provide better service. To make this procedure much progressive they want to create Salesforce application and in that implementation of:

  • Monitoring the work of their field agents: Their team faced problems in monitoring the work of their field agents at the customer’s location. They often received complaints from customers for the poor quality of services by the agents.
  • Responding to Service Request: Each time they received a service request, they had to manually find and assign the right agent from their database. This often led to a delay in responding to customer’s requests.
  • No proper system to manage the assets: Their team was looking for a solution to ensure that their agents had the right amount of supply, to meet the customer needs at any time. 
  • Assigning the right agent for the job: Their team faced difficulty finding a time slot that works both for the customer and the service agents. Many times, they received duplicate booking requests from their customers.
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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

  • Effective workflow management: We implemented the work order management feature of field service lightning to create work orders for the service agents and track their work in the field. Work orders can also be integrated with accounts,

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.
Service request response time decreased by
80%
Agents efficiency increased by
75%
Customer satisfaction increased by
70%
Service demand increased by
60%

Client Review

Best company to work with.
They take their clients very seriously and complete projects on time. Cyntexa has a solid developer team and on-time delivery. Happy to associate with them.

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