Landscape

Fairbanks Morse, a manufacturing company specializing in engines and power generation, struggled with many aspects of their aftermarket business including quoting, routing, scheduling, and delivering parts, as well as the management and distribution of a significant field service rep team. Central to their effort to improve customer centricity was the ability to create synergies between the front and back office through data management and process automation.

Program

Create a data-enabled, cross-function solution that would streamline the organization’s aftermarket parts and services business and improve the organization’s visibility into its new deal pipeline, customer accounts and workforce management.

Solution components

  • Successful implementation of a greenfield Salesforce instance that included setting up new users, CRM and FSL, as well as integration with Oracle
  • Create a highly customized scheduling and availability tool that would allow the organization to deploy 70+ field service reps without overlapping in service appointments
  • Build a mobile platform via the Salesforce Field Service Lightning Application that field technicians could use to make notes, take photographs, and submit reports to the customer
  • Enable a 360-degree view of customer accounts, with accurate, complete information including list of assets, open/unresolved issues, contact history and customer satisfaction rating

Impact

Our organization worked with Fairbanks Morse to create a streamlined enterprise architecture that drew data from disparate platforms to formulate a 360-degree customer profile that was visible and accessible to all functions. Leveraging our expertise in both Salesforce and Oracle, we helped the organization achieve end-to-end visibility, thus allowing them to optimize key activities, such as scheduling technician visits, tracking pipeline opportunities and managing customer requests.

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