Field Service Lightning Implementation

A US-based manufacturing enterprise with 220 global locations. Their subsidiaries with over 100 brands provide analytical instruments, monitoring, testing, and calibration devices in addition to pumps, electrical motors, and interconnects.

The client's field service operations were hampered by fragmented processes and a lack of real-time intelligence:

• Manual Scheduling: Job scheduling and resource assignment were manual, making it difficult to automatically assign jobs based on talent, region, and availability.
• Poor Visibility: Dispatchers lacked real-time visibility into the workload, schedule, and location of mobile employees, leading to inefficiencies and missed service windows.
• Inefficient Integration: Work orders and customer interaction data were siloed, making it difficult to gain a unified view of customer and service history.
• Lack of Mobility: Field staff lacked a reliable mobile platform to access work orders, field reports, and necessary information on-site, hindering the First Time Fix Rate.

QBurst implemented a Service Cloud based solution leveraging the advanced capabilities of the Salesforce Field Service Lightning (FSL) package. The platform creates a single source of truth for managing all aspects of the field service lifecycle, from dispatch to inventory management.

Key components:

• Service Resource and Territory Configuration: Configured FSL packages to accurately create "service resources" and "territories," laying the groundwork for intelligent scheduling.
• Automated Dispatcher Console: Implemented a dispatcher dashboard that uses a Gantt chart for resource tracking and aerial/real-time map views of technicians and work locations.
• Intelligent Scheduling: Enabled automatic job scheduling based on talent, region, and resource availability, significantly reducing manual effort and travel time.
• Mobile Field Hub: Provided field staff with a mobile application that ensures online and offline access to work orders, field reports, and maintenance plans necessary for effective service delivery.

• Field Service Lightning Core: Configured key FSL objects for work order management, maintenance plans (scheduled and preventative), and service contracts.
• Resource Optimization: The solution enables automatic scheduling based on resource availability, skill, and location, optimizing technician routing.
• Mobile Development: Used LWC (Lightning Web Components) and Aura frameworks to deliver the mobile-friendly field service hub.
• Real-Time Tracking: Implemented the dispatcher console with real-time map views, allowing dispatchers to manage appointments and gain an aerial view of the workload.
• Inventory Management: Used standard FSL objects for inventory tracking, including product requests and goods used on-site.

• Service Quality Improvement: The First Time Fix Rate (FTFR) increased by 42%, demonstrating superior service quality.
• Improved Employee Performance: The number of jobs handled per technician increased by 23%, directly improving workforce efficiency and productivity.
• Cost Reduction: Automated and optimized scheduling drastically reduced transportation spend by eliminating unnecessary travel time.
• Real-Time Visibility: Gained end-to-end visibility into operations, from scheduled maintenance to real-time location of technicians and work orders.
• Enhanced Customer Satisfaction: Improved overall performance and faster service delivery increased customer satisfaction and loyalty.