Case Study
Centralized data collection and streamlined field operations for improved efficiency.
Real-time tracking and unified reporting drive faster dispatch and precise case management.
engagement type
Estimated Project
product
Sales Cloud
industry
Business Improvement District
The Newark Downtown District (NDD) revitalizes Newark’s central business district, offering marketing, horticulture, security, and cleaning services.
Overview
- Key Challenges: Fragmented data collection and delayed dispatch.
- Key Solutions: Unified reporting and real-time tracking system.
- Key Results: Improved efficiency and accurate case reporting.
challenges
- Fragmented Data Collection and Errors: Manual data collection through sheets, paper, and radios was cumbersome and prone to errors and duplicates, leading to poor analytics.
- Delayed Dispatch and Lack of Real-Time Updates: Inefficient communication layers delayed team dispatch and lacked real-time case updates.
- Scattered Teams and Inconsistent Data Collection: Teams collected data in varied ways, leading to inconsistency and inefficiency.
- No Case Proofs and Ambassador Tracking: There was no system for capturing photographs before and after cases or tracking ambassadors in real-time.
Solutions
- Centralized Reporting via D360 Field Service App: Implemented a unified system for real-time case reporting, logging, and dispatch tracking.
- Enhanced Metrics and Visualization with District360 Dashboards: Provided comprehensive data visualization, reducing costs and improving team efficiency.
- Unified System for Teams: Introduced a single application for standardized reporting, logging, and resolving cases, saving time and aligning efforts.
- Photo Capture and Real-Time Location Tracking: Enabled before-and-after case photo capture and real-time ambassador location tracking.
Impact
- Centralized Data Collection: Unified reporting improved data collection efficiency and timely team dispatch.
- Faster Response and Improved Resolution Quality: Real-time ambassador tracking allowed quick incident assignment, enhancing response times and resolution quality.
- Accurate Case Reporting: 70% boost in precise case reporting and timely resolutions via effective case tracking.
- Cost Savings: Streamlined case management reduced resource needs and dependency on other software.
- Informed Decision-Making: Enhanced data visualization and tracking provided leadership with critical insights for better decision-making.