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Case Study

Volta: Managed Services

Case Study

Leverage field service functionalities to streamline operations, enhance efficiency, and optimize resource allocation.

Enhance scheduling, geolocation, and data management to boost technician productivity and reduce bottlenecks.

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engagement type

Managed Services
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product

Service Cloud
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industry

Manufacturing
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Volta, part of the Shell Group, pioneers in electric vehicle charging and media, enhancing EV infrastructure with its network of ad-integrated charging stations, benefiting retailers, advertisers, and consumers.

Overview
    • Key Challenges: Initial Salesforce inadequacies and process misalignment.
    • Key Solutions: Streamlined product, quoting, inventory, and delivery management in Salesforce.
    • Key Impacts: Enhanced operational efficiency, minimized stockouts, and optimized delivery performance.
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challenges
    • Overwhelming Work Orders: Technicians faced excessive work orders, causing inefficiencies.
    • Low User Adoption: Complex data entry processes led to reduced use of the field service Mobile app.
    • Fragmented Task Management: Multiple work orders for different locations caused scheduling conflicts and inefficiencies.
    • Inefficient Resource Allocation: Dispatchers struggled to allocate resources for new work orders.
    • Regional Site Confusion: Technicians, especially those new to the area, were confused by managing multiple sites within the same region.
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Solutions
    • Consolidated Work Orders: Implemented multi-location work order functionality to combine tasks into a single work order.
    • Geolocation-Based Technician Assignment: Utilized geolocation and territory management tools to assign technicians based on zip codes.
    • Intelligent Scheduling and Optimization: Applied an AI-driven scheduling engine to optimize technician dispatch.
    • Streamlined Data Entry: Enhanced the mobile app interface for more intuitive data capture.
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Impact
    • Improved Efficiency and Adoption: Technicians managed tasks more efficiently with consolidated work orders, leading to higher user adoption rates.
    • Optimized Data Handling and Tracking: Reduced data entry time allowed technicians to focus more on service delivery, while single record tracking improved task visibility and management.
    • Enhanced Route Optimization and Resource Allocation: Geolocation-based assignments and intelligent scheduling optimized route planning, reduced travel time, and improved dispatcher efficiency.

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