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A Field Service Re-Implementation for a Water Cooler Service Company

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Company Profile

Hawaiian Cool Water (HCW) operates on the belief that “The water we drink should not only be clean, but its production and delivery should be non-damaging to our environment.” HCW achieves an environmentally conscience water product through purification of water right before it is dispensed, which eliminates the need for plastic waste from bottles and water jugs.

At the time, HCW had Sales Cloud and Field Service implemented.

The Challenge

The Field Service implementation they had in place could not go live and they sought out another partner to address the challenges that they were faced with:

Asset insights: There was no visibility into the history of an asset. If a cooler has proven to be faulty multiple times, they should be able to see that and deal with the cooler accordingly.

Automation: Contract management automations were set up and each time new data was input, they would receive error messages. They weren’t able to add new records as a result, which acted as an inhibitor in terms of scalability for HCW.

User Experience: A technician can go on site with 5 coolers to change one cooler filter, but will learn later that the other assets would need filter changes shortly. They could’ve tackled the filter changes in one site visit if they had the ability to see all assets on one work order.

Paper Based Service Reports: They didn’t gain any insight into the service done on assets- often the papers would be in office and the technician would be onsite.

The Solution

“Site” Record: Out-of-the-box, FSL services “Accounts,” however, HCW will typically serve accounts with multiple “Sites” where each site can have multiple “assets (coolers).” We created a new “Site” Record where the Site Record would display the address of installation and display each asset on the site.

Won Opportunities: We created a process for installation, work orders for maintenance service, break/fix work orders and renewal Service Contracts. We adjusted Assets under the Account and Service Contract, ensuring the Service Contract dates and Service Line item dates are the same.

Contract Management: We evaluated the Service Contracts objects and other related objects, updating views and related objects. We updated the work order views and ability to view Service Contracts, ensuring that the work orders were tied back to their respective assets and that they also updated the asset’s data upon job completion.

To improve asset history visibility: We provided insight in the Work Order history by tying assets to their related work orders

To improve the User Experience: The Mobile application was implemented to improve the technician’s day to day experience on the job. Technicians are able to press buttons on their mobile app and data would be pre-populated into Salesforce automatically. The Dispatcher Console: Ability to view and schedule work orders. The optimizer allows the dispatcher to auto-schedule based on skills, availability and location of technician. They’re able to reschedule jobs or schedule overtime if Work Orders aren’t completed for the day as well.

Products Utilized

Service Cloud

App Solve’s Service Cloud offerings provide the business experience and technical strength to help companies deliver the best possible customer service.

Field Service

App Solve is proud to have the most Field Service Implementations of any Canadian-Based Salesforce Implementation Partner, and the 3rd most in the world!

Services Provided

Rescue Project

If your business needs changed, your first implementation didn’t go well, or you’ve gone through an acquisition or merger, a Salesforce re-implementation will allow your team to get back on the right track.

What Our Customers Are Saying

Digitcom hired AppSolve to streamline Digitcom's processes from Quote to Cash. A digital service provider, Digitcom's requirements are challenging and AppSolve's thorough knowledge of Service Cloud and AccountingSeed ERP and Financial Suite made them uniquely qualified to help.
AppSolve delivered a comprehensive overview of Digitcom's processes. They simplified systems by eliminating half of the business tools currently in use, resulting in more cohesive work flows at a lower monthly spend.
AppSolve's team faced external challenges multiple times during their engagement with us, but managed to keep tightly to their deadlines and deliverables while maintaining a high-quality, professional service.

Digitcom Telecommunications Inc.

"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."

Craig MacAdam, CFO | Lift North America

"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."

Dawn Jones, Director of Marketing | Kraun Electric Inc.

"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."

Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company

"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."

Simon Dealy, CEO | HIRE Technologies

"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."

Aaron Jones, CEO | Kraun Electric Inc.

"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"

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Sierra Hayes, Operations Manager | Dream Local Digital

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Chris Haase, President | Environmental Products Group

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Gregory Kennedy, Controller | Generis

"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."

Lee-Anne Golden, Managing Director | Urban Flats Toronto

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Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions

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