About the client
The client is into providing the best drinking water without plastic waste for 20 years. They use advanced filtration technologies to deliver clean, great-tasting water and ice. They are associated with manufacturing, installing, selling, and servicing water dispensers, water coolers, RO systems, etc.
Challenges
- The existing contract management system used hard copies, which were difficult to maintain and time-consuming.
- They also faced challenges with quotation generation.
- They maintained the field service team's data on MS Excel sheets; hence it wasn't easy to check their availability. The result was slow customer service.
- They were handling the invoices manually using Quickbooks software.
Solution
- We implemented Field Service Lightning Package end-to-end that helped our client maintain inventory and assets in a structured manner.
- They were also able to effortlessly manage the data of field service agents like operating hours, location of work, scheduled appointments, availability of workers, etc.
- Implemented CPQ for quote generation.
- The integration of 3rd part application induced some enhanced features.
Features of 3rd Party Integrations:
- When an end-customer raised an issue, a contract would get generated via DocuSign GEN consisting of product details purchased by the end-customer.
- After the quotation was generated with CPQ, the DocuSign E-signature integration we implemented enabled the client to sign the accepted quote and collect details like bank details, ACH numbers, etc.
- We integrated Quickbooks with Salesforce, which triggered invoice generation immediately after the approval of a quote. The invoice then automatically flowed into Quickbooks. Once the invoice entry was done, a record for that entry was created in Salesforce for that customer.
Tech Stack: Field service lightning, CPQ
Benefits
Streamlined Processes: Simplified and streamlined processes as Salesforce became their single source of validated information.
Better Customer Service: Increased Turn Around Time and better Customer Service were two notable enhancements as the field service workers could get emergency appointments instantly and act quickly.
Boosted Overall Performance: The client experienced better time and effort management as processes like contract generation were digitalized and manual work was eliminated with the integration of Salesforce.
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