Keep Communications and Service Progress Visible with Salesforce Field Service

To transition their business processes from manual work and paper documents, PenTeleData engaged Trifecta to implement Salesforce Field Service. Our team has introduced electronic management for service technicians to increase productivity and revenue for PenTeleData.

The Story

Background

PenTeleData is a communications network provider for everything data and internet. They offer a broad range of communications solutions, delivering trustworthy internet, networking, security and data transport services to residential, educational, financial, government, healthcare and commercial customers through the greater Pennsylvania and New Jersey regions.

Challenge

A major challenge for PenTeleData was that many of their processes were reliant upon manual work and paper documents. There was a heavy use of spreadsheets, Outlook calendars, and passing paper documents with notes in the margins to organize service technicians, inventory, and more. With paper and printing the norm, PenTeleData’s offices were swimming with physical documents, folders, and filing. This made organization, reporting and metrics, and visibility into service case progress very limited.  

Customer signatures are essential for PenTeleData’s technicians to complete their projects, but this created another minor hurdle, as the documents were handwritten on tri-copy carbon forms. Additionally, customers also can purchase labor hours at a discounted rate, however PenTeleData was tracking this, along with inventory, on a spreadsheet. All of these spreadsheets needed manual updates, were not accurate in real-time, and proved to be very difficult to scale.  

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Our Work

Strategy

Trifecta’s approach to helping PenTeleData overcome their challenges began with Salesforce Field Service. Field Service would eliminate paper records and streamline processes by making them electronic with automation. Field Service has strong scheduling capabilities, so PenTeleData could move away from the chaos of shared Outlook calendars and use location and GIS abilities to delegate appointments to technicians based on location, skills, and availability. Technicians also use Field Service to track time for each work order more accurately than ever.  

Salesforce Field Service Configuration shown through a service case example

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 streamline the customer approval process, the handwritten tri-copy carbon documents are now electronic. Conga Sign was implemented to quickly and conveniently get customer signatures. For customers that require something different than originally planned, a change order process was implemented to see that through from beginning to end. Inventory has been automated and electronically tracked. When resources are allocated to jobs or placed in work vehicles, their movements are tracked and recorded.  

PTD Service Appointment Page Example

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. 

Improvements to PTD's labor tracking and technician scheduling

The Results

Results:

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.