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.
engagement type
Managed Services
product
Service Cloud
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.
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.
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.
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.