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Redefining Business Operations With Salesforce Service Cloud & FSL Mobile Application

industry

Industry

Manufacturing & Professional Services

industry

Sub Industry

Other Manufacturing Services/ Other Professional Services

industry

Products

Salesforce Service Cloud

industry

Services

Salesforce Implementation Services

industry

Location

USA

industry

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60%

More profits generated than the investments

45%

Streamlined Data Management

85%

Automated system increased the efficiency

Overview

Ed’s Garages is a renowned company in Connecticut and New York, popular for its reliable family-owned business that has led the industry in garage door installations, openers, and services for the last four decades.

To improve effectiveness and operations, they have utilized Salesforce to automate and optimize their sales, service, and accounting procedures.

Challenges

  • Disarrayed Sales Insights Hindered: Lack of consolidated sales insights hindered decision-making and sales performance, requiring a solution to unify scattered data for improved outcomes.
  • Compromised Field Service Operations: Inadequate management of field service operations due to the absence of a tool for scheduling, dispatching technicians, and tracking inventory and assets.
  • Project Inefficiency: Limited project accounting, time and expense tracking, and inventory management capabilities posed a significant challenge for them.

Solutions

Garage Door Sales Rep experienced seamless integration of Fimbel with Salesforce CRM, enabling them to centralize customer communication via Salesforce Service Cloud (Field Service Lightning).

 

  • Boost in Service Excellence – Implemented Field Service Lightning with Salesforce Service Cloud. It ensured after-sale services by enabling sales reps and field agents to effectively track case volume, resolution time, and customer satisfaction by providing services like installation, maintenance, etc.
  • Bi-directional Sync of data – Streamlined Garage door data access for sales reps through seamless bi-directional sync with NWD/Fimbel, unifying information across the system.
  • Task Setup and Permissions Management – Established task assignments for diverse user roles, granting appropriate permissions and enforcing robust security measures across hierarchical levels.
  • Streamlining Team Processes – Implemented streamlined processes for both external and internal teams, leveraging objects and automation to minimize manual efforts and amplify productivity potential.
  • Configured the Mobile app – Configured a mobile app for service agents, enabling smooth operations and real-time access to critical customer information from anywhere.
VIEW COMPLETE SOLUTION

Benefits

  • Easy data access from anywhere utilizing mobile application increased productivity of service agents.
  • Improved case tracking, resolution time, and customer satisfaction metrics.
  • Accelerated efficiency of sales rep with streamlined garage door information and workflows.
VIEW ALL BENEFITS
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