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Manufacturing

Overhead crane manufacturer rebuilds service operations on Salesforce Field Service

Context

A company that advises, designs, builds, repairs, and installs parts for overhead cranes and hoists used in manufacturing environments needed to replace a manual, disconnected service operation with a digital platform. Service Managers and Field Technicians had no tool for scheduling jobs or tracking work time and materials in the field. The legacy ERP had migrated to a competing cloud platform, leaving accounting bridging the gap with manual spreadsheets. Asset lifecycle tracking was fragmented, procurement ran without automated approval workflows, and there was no real-time budget visibility across service operations. 

Value Created

Mobilized
field technicians with a customized Field Service Mobile App and on-site image capture
Unified
procurement with automated approval workflows and real-time budget tracking
Full
asset lifecycle tracking replacing manual spreadsheet-driven ERP processes
Advanced
case management through Service Cloud with knowledge tools and automation

People

VALUE LEVERS 

  1. Field Service Mobile App with image capture and annotation for field technicians
  2. Service Cloud case management with knowledge tools and automation

HOW WE DID IT 

  • Empowered field service agents with a customized Field Service Mobile App, giving technicians a purpose-built tool for job execution, time and materials tracking, and on-site documentation
  • Customized service documents to incorporate image capture and annotation in the field, so technicians can record asset conditions and job details on-site without returning to the office to complete paperwork
  • Implemented Service Cloud for advanced case management, knowledge tools, and automation, giving Service Managers visibility into open cases and the tools to resolve them faster

Process

VALUE LEVERS 

  1. Dynamic scheduling and real-time visibility via Salesforce Field Service
  2. Unified procurement with automated approval workflows and real-time budget tracking

HOW WE DID IT 

  • Added dynamic scheduling and real-time field visibility via Salesforce Field Service, replacing a manual job assignment process with an optimized scheduling model that accounts for technician availability, location, and skill
  • Unified procurement with automated approval workflows and real-time budget tracking, removing the manual coordination that had prevented the procurement team from operating with accurate, current budget data
  • Gave operations leadership a single view of field activity, case status, and procurement spend across the service operation, replacing the fragmented visibility that had required manual aggregation across tools

Technology

VALUE LEVERS 

  1. Platform-event ERP integration with unique asset identifiers
  2. Asset lifecycle tracking replacing manual spreadsheet processes

HOW WE DID IT 

  • Replaced manual spreadsheet-driven ERP processes with platform-event integration, so that service activity in Salesforce triggers real-time data flows to the ERP without manual data entry or batch reconciliation
  • Implemented unique asset identifiers to track every overhead crane and hoist through its full lifecycle, giving the operations team a reliable record of asset history, service events, and current status
  • Built the integration architecture to work with the competing cloud ERP the legacy system had migrated to, bridging the gap that accounting had previously been covering with spreadsheets

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