Project Overview

The client provides home automation and safety services. They handle installation, inspection, emergency response, and ongoing maintenance for fire protection and security systems. With more service requests and long-term service contracts, the organization needed to expand operations, boost service consistency, and improve control in its field service processes.   

Using its existing Salesforce Field Service Lightning (FSL) setup, which is closely connected to Salesforce Service Cloud and follows industry best practices, the project aimed to optimize field service operations from start to finish. Key goals included increasing automation, managing recurring services better, and providing real-time visibility and reporting, all while bringing service activities together on a single Salesforce platform. 

Project Background 

  • Business Need:
    • Establish a new Salesforce org and implement Field Service Lightning (FSL) to support fire protection services in Texas. 
    • The client faced inefficiencies in managing field service operations, including manual case creation, work order processing, and service appointment scheduling. These inefficiencies led to delays, increased errors, and impacted customer satisfaction. 
  • Project Objectives: 
    • Set up a Salesforce org with FSL for scheduling and dispatching. 
    • Migrate customer data, assets, and service contracts from Parent Company. 
    • Ensure a seamless transition without service disruptions. 
    • Automate case and work order creation to improve efficiency. 
    • Streamline the quoting process. 
    • Improve scheduling and status updates for service appointments. 
    • Reduce manual data entry and ensure workflow consistency. 

Solution Approach

  • Methodology: Agile implementation with iterative improvements. 
  • Salesforce Products Used: 
    • Field Service Lightning (FSL) 
    • Service Cloud 
    • Sales Cloud 
    • Custom Flows & Automation 
  • Customization & Configuration: 
    • Automated workflows to handle case, work order, and appointment management. 
    • Integration of pre-configured email templates for quoting. 
    • Custom scheduling conflict validation for service appointments. 

Challenges & Solutions

Solutions Implemented
Core Platform & FSL Setup

  • Created a new Salesforce org with the necessary standard and custom objects, reports, and dashboards.
  • Implemented Field Service Lightning, which includes Service Territories, Work Orders, Service Appointments, and optimization rules.
  • Enabled the FSL Mobile App for real-time technician updates.

Automation & Process Improvements

  • Automated the creation of Cases from Opportunities when they reach the Closed-Won stage.
  • Set up auto-creation of Work Orders and WOLI from Cases while scheduling recurring maintenance.
  • Provided automatic updates to Case status after Work Orders are completed.
  • Automated Service Appointments to prevent double-booking, sync Work Order status, and manage return visits.
  • Automated quote emails using a custom button, templates, and automatically attached PDFs.

Data & Integration

  • Cleaned, transformed, and migrated all customer data with no duplication.
  • Integrated ERP for inventory tracking and QuickBooks for invoicing.

Enablement

  • Conducted user training based on roles for Sales, Dispatch, and Field Technicians.

Results & Business Impact

  • Zero service disruption during migration

  • 100% accurate data migration

  • Significant reduction in manual effort and errors

  • Faster service fulfillment and improved scheduling efficiency

  • End-to-end workflow consistency across Sales, Service, and Field Operations

  • Improved customer satisfaction through timely inspections and faster resolution

Conclusion 

By automating these key processes, Salesforce users eliminated manual tasks, improved service efficiency, and ensured seamless data integrity across the system. The implementation of FSL transformed field service operations, driving significant improvements in scheduling, case management, and customer satisfaction.