As Michael Viscusi, the Co-Founder of Barclay Logistics, I am pleased to share a case study showcasing the successful implementation of Salesforce Field Service (FSL) by Hexlit. Client Profile: Barclay Logistics is a leading global provider of advanced automation, control, and information solutions. With a large field service team operating across different regions, Barclay Logistics faced challenges in managing their field operations efficiently and ensuring timely service delivery to their customers. Business Challenge: Barclay Logistics needed a robust and scalable solution to streamline their field operations, optimize scheduling and dispatching, and enhance communication and visibility between their field technicians and office staff. They wanted a solution that could help them improve customer satisfaction, reduce service response time, and increase overall operational efficiency.
Solution Implemented: Hexlit, a trusted Salesforce consulting partner, worked closely with Barclay Logistics to implement Salesforce Field Service (FSL) – a comprehensive field service management solution. Hexlit conducted a thorough analysis of Barclay Logistics’s business requirements and customized the Salesforce FSL solution to align with their specific needs. The implemented solution included the following key components:
Service Appointments and Work Orders: Hexlit configured the Service Appointments and Work Orders functionalities in Salesforce FSL, allowing Barclay Logistics to create, manage, and track service appointments and work orders in a centralized system. This helped Barclay Logistics streamline their scheduling and dispatching processes, ensuring that the right technician with the appropriate skills and availability is assigned to each job. Resource Optimization: Hexlit leveraged the powerful scheduling engine of Salesforce FSL to optimize technician assignments based on factors such as technician availability, skillset, location, and service level agreements (SLAs). This helped Barclay Logistics improve resource allocation, reduce travel time, and minimize service response time. Mobile Field Service: Hexlit implemented the Salesforce FSL mobile app, enabling Barclay Logistics’s field technicians to access service appointments, work orders, and customer information on their mobile devices. This allowed technicians to update job status, capture real-time data, and communicate with the office staff, improving communication and visibility between the field and office teams. Custom Workflows and
Automation: Hexlit customized workflows and automation within Salesforce FSL to automate key processes, such as sending notifications to customers upon job completion, triggering follow-up tasks for office staff, and generating reports and analytics for performance tracking. This helped Barclay Logistics streamline their day-to-day workflow, reduce manual errors, and improve overall operational efficiency. Results Achieved: The implementation of Salesforce Field Service by Hexlit has delivered significant results for Barclay Logistics: Improved Customer Satisfaction: With streamlined field operations, optimized scheduling, and enhanced communication between field technicians and office staff, Barclay Logistics has been able to deliver improved customer service and satisfaction. Customers receive faster service, accurate updates, and better visibility into the service process, resulting in increased satisfaction and loyalty.
Enhanced Operational Efficiency: The automated workflows and customizations implemented by Hexlit have helped Barclay Logistics streamline their day-to-day workflow, reduce manual errors, and improve overall operational efficiency. This has resulted in increased productivity, reduced service response time, and improved resource allocation. Real-time Visibility and Reporting: The Salesforce FSL solution implemented by Hexlit has provided Barclay Logistics with real-time visibility into their field operations, allowing them to track and monitor service appointments, work orders, and technician performance in real-time. The custom reports and analytics generated by the system have helped Barclay Logistics gain insights into their service performance and make data-driven decisions for further improvements.
Streamlined Field Operations: With Salesforce FSL, Barclay Logistics has been able to streamline their field operations by efficiently managing service appointments, work orders, and technician assignments in a centralized system. This has helped them optimize their scheduling, reduce service response time, and improve overall field service delivery. Enhanced Communication and Collaboration: The Salesforce FSL mobile app has improved communication and collaboration between Barclay Logistics’s field technicians and office staff. Technicians can easily access job details, update job status, and communicate with the office staff in real-time, resulting in faster response time and improved coordination. Scalable Solution: The Salesforce FSL solution implemented by Hexlit is highly scalable, allowing Barclay Logistics to accommodate their growing field service operations and adapt to changing business needs. The flexibility and scalability of Salesforce FSL have provided Barclay Logistics with a future-proof solution that can evolve with their business requirements.
Conclusion: The implementation of Salesforce Field Service (FSL) by Hexlit has proven to be a successful solution for Barclay Logistics, helping them streamline their field operations, optimize scheduling and dispatching, and improve customer engagement. The automated workflows, mobile field service capabilities, and customizations have enhanced operational efficiency, resulting in improved customer satisfaction, real-time visibility, and overall business success. Barclay Logistics, as a satisfied client of Hexlit, highly recommends their expertise in implementing Salesforce solutions to streamline field operations and enhance customer engagement. Hexlit’s professional approach, in-depth understanding of business requirements, and technical expertise have been instrumental in achieving our business goals with Salesforce FSL.
If you’re looking to streamline your field operations and optimize your customer engagement with Salesforce Field Service or any other Salesforce solution, we highly recommend partnering with Hexlit for their exceptional services and expertise in Salesforce implementation. Contact Hexlit today to learn more about how they can help your business achieve similar success.