CUSTOMER STORY
A Salesforce Field Service Optimization
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Toronto Office
1050 King Street West
Toronto
M6K 0C7
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Company Profile
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.
The Challenge
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.
The Solution
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.
The Results
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.
Products Utilized
Sales Cloud
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.
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!
Service Cloud
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
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!"
Anthony Schermer, Senior Account Executive | Accounting Seed
"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."
John Chiaramonte, Senior Business Development Executive | Enwave North America LP.
"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"
Sierra Hayes, Operations Manager | Dream Local Digital
"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."
Chris Haase, President | Environmental Products Group
"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."
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
"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"
Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions
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