Smart Data helped a service organization automate and streamline their field service process by implementing a custom Salesforce Field Service solution. The new system reduced manual steps, improved communication, and enabled real-time issue resolution with Live Agent Chat.
Client
Confidential Enterprise Client
Industry
Data Management
Timeline
2021
Project Overview
The client needed a modern, responsive way to handle service requests, work orders, and technician scheduling. Their support process was heavily manual and lacked real-time communication tools. To enhance operational efficiency and customer satisfaction, Smart Data implemented Salesforce Field Service, including a custom service request form and a Visualforce-powered Live Agent Chat interface integrated with Omni-Channel.
Project Challenge
The client faced challenges managing service-related requests and updates:
Manual creation of customer records and work orders led to delays and inconsistencies.
Technician assignments were handled outside the CRM, making it difficult to coordinate resources effectively.
Customers had limited visibility into request status and no easy way to connect with agents in real-time.
The support team lacked a unified system for managing field appointments and tracking service delivery progress.
The goal was to automate these steps, improve transparency, and create a seamless support experience for both customers and field teams.
Project Approach
Smart Data led the full implementation and customization of Salesforce Field Service.
Core Components Delivered:
A custom service request form that created Contact, Case, and Work Order records automatically.
Email notifications triggered at each service stage to keep customers informed.
Creation of Service Appointments with technician assignment and calendar integration.
A Visualforce page for Live Agent Chat, integrated with Omni-Channel to enable real-time conversations.
Mobile app access for technicians to view work order details and update status directly from the field.
Automated status updates and completion confirmations delivered via email to customers.
The solution helped unify internal teams and external communications, leading to better coordination and reduced resolution time.
Project Results
The Salesforce Field Service implementation delivered a measurable impact:
Key Technologies
The solution was powered by Salesforce Field Service, Visualforce, Apex, Lightning Flows, Omni-Channel, and Live Agent Chat integrated to deliver a seamless customer support experience.
