CLIENT OVERVIEW
Our client, a leading fibre broadband provider in central London, delivers high-speed internet services to thousands of homes and businesses. The company faced significant operational challenges, including lengthy order delivery times and low success rates for field service jobs, negatively impacting customer satisfaction and profitability.
THE CHALLENGE
The client needed a robust solution to streamline its order management and field service operations, aiming to substantially reduce delivery times, enhance job success rates, and improve workforce efficiency. Balancing rapid service delivery with cost-effective resource management was critical for their growth and profitability objectives.
OUR SOLUTION
We implemented an integrated Salesforce Field Service and Order Management system tailored to address these challenges comprehensively. The solution automated key workflows, enhanced asset visibility, optimized workforce scheduling, and integrated seamlessly with the client’s existing inventory management processes.
UNDERSTANDING ORDER MANAGEMENT
Order Management involves efficiently tracking and fulfilling customer orders from initiation to delivery. It encompasses receiving, processing, scheduling, and completing orders, ensuring timely delivery and customer satisfaction. Effective order management reduces delays, improves resource utilization, and enhances overall business profitability.
KEY FEATURES
Rapid Order Fulfillment
We streamlined the client’s order processing and field scheduling workflows, significantly cutting average delivery times from over 25 days to less than 7 days, enabling faster customer onboarding and revenue realization.
Improved Job Success Rates
The new system increased successful job completions from approximately 50% to consistently over 90%, achieving above 95% with reliable data. This reliability minimized rescheduled appointments, leading to greater customer satisfaction and operational efficiency.
Asset Visibility and Proactive Management
Through Salesforce integration, we provided comprehensive asset tracking and real-time updates during field jobs. The proactive auditing system improved data accuracy, enabling better strategic planning and management of the client’s network infrastructure.
Workforce Optimization
By employing advanced scheduling and resource allocation tools, the client reduced their field workforce by over 60%, maintaining or improving service levels. This optimization significantly decreased operational costs while enhancing service efficiency.
Inventory System Integration
Our solution included a seamless integration with the client’s existing inventory management system, ensuring timely delivery and accurate tracking of materials and equipment, thus further improving operational reliability.
THE RESULTS
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Accelerated Order Delivery: Dramatically reduced service delivery times enabled quicker revenue generation.
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Enhanced Efficiency: Achieved substantial improvement in job success rates, reducing operational disruptions and enhancing customer satisfaction.
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Cost Savings: Significantly optimized workforce and asset management, reducing costs and improving profitability.
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Operational Transparency: Provided unprecedented visibility into operations, assets, and inventory management, facilitating better strategic decisions.
WHY IT MATTERS
This project highlights our ability to deliver transformative operational improvements through strategic integration and optimization of Salesforce Field Service and Order Management solutions. Our expertise in balancing rapid service delivery with cost-efficiency directly supports our clients in achieving operational excellence and sustainable business growth.
