A major challenge for PenTeleData was that many of their processes were reliant upon manual work and paper documents.
Trifecta’s approach to helping PenTeleData overcome their challenges began with Salesforce Field Service.
Services cases were created to give one source of truth for employees. They can view all information and service work orders related to a case in one location at any time. Data was also at the center of change for the labor paid in advance tracking system. Where the manual spreadsheets used to be, Field Service uses automation to track and update pre-paid labor levels. Reporting and analytics are now available and even notify PenTeleData’s account owners when five or less hours are available so they can help customers purchase more hours.
To make the field service technicians’ day-to-day tasks easier and faster, we created a specific Salesforce App called “ITS” that centralizes the menu options that these employees use the most. For technicians that are wrapping up their case, a bill of materials report is now readily available. This ensures that clients are accurately billed without manual effort on the PenTeleData team.
One Source of Truth
PenTeleData now has all of the important information in one place.
This is easily accessible and visible to employees.
Trifecta delivered software and custom solutions to streamline PenTeleData’s business processes, especially for their field service teams. Manual tasks and paperwork used to be overwhelming and reports were scarce. Now, Salesforce Field Service and solutions made by our team have eliminated this problem.
The scheduling capabilities of Field Service allows PenTeleData to be more strategic with their resources, saving time, money, and travel expenses by using automation and software to organize and set up appointments. The closest appropriately skilled, and available technician will be assigned to the appointment. This is an easier process than what was previously in place because manual effort is limited and technician productivity increases, propelling an increase in revenue. Field Service makes tracking time spent on a case automated and error-free. This improves billing accuracy and increases revenue.
Our team also delivered electronic capturing and tracking of inventory. PenTeleData has increased their visibility with real-time inventory reporting which allows them to make stronger decisions based on metrics. There is also automated assistance for re-order points and managing stock. Customer service representatives now have visibility into the automated maintenance plans. When a customer calls, the representative can see if they have coverage for the equipment in question, through a maintenance plan.
Configuring Salesforce Field Service and custom solutions allows the PenTeleData team to complete their work and analyze data more accurately and efficiently than ever before. Reports are readily available and updated in real time. This solution will continue to serve PenTeleData and scale to match the business’ growth.
