A Salesforce Field Service Optimization
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146 Thirtieth Street
Toronto, ON M8W 3C4
Kraun Electric is a full-service electrical company with a customer base in the Golden Horseshoe and beyond. As a full-service contractor, they provide all electrical construction services from conceptual design through construction to building maintenance.
Kraun Electric already had Salesforce Field Service implemented but it felt clunky for them. They were not using all Field Service features and had issues with their technicians being double booked. Also, technician ownership had errors throughout the process and there were issues with the process around an apprentice working for different technicians.
The customer input process was far too long taking on average 15-20 minutes with the customer on the phone.
Their lead conversion was not optimized. The team was not using it as they felt it was an extra step in the process.
They needed to appropriately manage the residential customer process by allowing entry of a person in the system without requiring them to have an associated business account.
Additionally, Kraun Electric’s page layout design at the time didn’t ensure quick enrollment and needed reorganization.
First, App Solve conducted a thorough analysis of the client’s Salesforce Field Service system, including all flows, automations and code. We analyzed their current Field Service implementation, identified gaps in the system, and provided suggestions on missing features, improvements and best practices.
Then, we optimized the foundational Field Service system by configuring service territories, service appointments, operating hours, service resources, skills, skill levels, work types, and other Field Service core transitional/reference objects.
We enabled person accounts for the appropriate designation between residential and commercial customers, optimized service resource availability, supported any automations on field updates, email notifications, etc., and optimized the dispatcher console.
Next, App Solve provided further system optimizations by simplifying the account to work order process using automations and field updates, quoting / process setup for customers willing to see a quote for future work, and creating the ability for Field Service agents to create work orders from a quote provided in the past.
Finally, we provided training on Field Service processes to core users of the system.
Kraun Electric is now able to deliver higher-quality field service by empowering its technicians with an optimized Salesforce Field Service. They can also provide their customers an exceptional customer experience by delivering intelligent sales and service – from phone to field.
They have shortened their response times and increased their first-call fix rates. These enhancements are showing up on the bottom line. Managing residential and commercial customers is now an easy process.
Kraun Electric can use many more Field Service features and is now able to provide an end-to-end experience that differentiates them as a business.
As the core foundational CRM product within the Salesforce platform, Sales Cloud provides the baseline for the 30% revenue growth that the average App Solve customer achieves. Key areas like contact management, opportunity management, forecasting, reports and dashboards allow you to automate sales to supercharge growth.
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!
App Solve’s Service Cloud offerings provide the business experience and technical strength to help companies deliver the best possible customer service.
What Our Customers Are Saying
"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.
"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!"
Anthony Schermer, Senior Account Executive | Accounting Seed
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Gregory Kennedy, Controller | Generis
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Chris Haase, President | Environmental Products Group
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Lee-Anne Golden, Managing Director | Urban Flats Toronto
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Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions