How App Solve Became the First Implementers Of FSL In North America’s Small Business Vertical

Posted on July 24, 2020

We took a trip down memory lane this week with our Founder and CEO, David Brabrook, to revisit our first Field Service Lightning Implementation – which also incidentally was the first of its kind in the small-medium business vertical in North America. Read on below to learn how it all came to be.

 

It was around March 2016 and App Solve was co-hosting a customer dinner in Boston with some of the area’s most prolific business leaders.

 

We were co-hosting the dinner with Salesforce.com, led by one of their strongest sales leaders – David Premier.

 

The concept around the dinner was around the book ‘The One Thing.’ This is a wonderful book and a fantastic way to lead a business gathering. The book is based on prioritization, and what is the one thing that you could do (for your business, your relationship, personally etc.), such that by doing it, would make everything else easier or unnecessary. Since this is a business gathering, the focus on the ‘the one thing’ for our fellow leaders – their business. We went around the table and each person discussed their ‘one thing’ for their business, and it created incredibly in-depth conversation.

 

One of the leaders at the table was Jennifer Kelmer, Founder and CEO of Level up your Home. Jennifer was just starting Level up your Home as a speciality high-end at home audio and visual installation company. Jennifer spent 15 years at Bose, in the professional services division, and left to start Level up your Home. Jennifer was evaluating software solutions that would be a fit for her business and would also enable her soon to be thriving business’s installers with the right technology to perform their function, as well as provide an exceptional experience for their customers.

 

Level up your Home was evaluating a number of different platforms but was quite sure about implementing Salesforce.com for their core CRM. At the time, Salesforce had just made available their Field Service management platform, called Field Service Lightning. After the leadership dinner, App Solve and Salesforce began working with Level up your Home to choose the best possible software to begin their business with, in order to set a course for rapid growth.

 

After an extensive evaluation period, where App Solve assisted Level up your Home with a number of different solutions, including choosing other field service platforms with a plan to integrate to Salesforce CRM, we created a solution that included Salesforce Field Service Lightning. This would allow for all information to be housed within one platform to increase efficiency, productivity and transparency and to deliver fast, intelligent field service by connecting the entire workforce on one platform.

 

In April 2016, Level up your Home trusted Salesforce and App Solve to build their Field Service management solution; and this is where the fun started!

 

Field Service Lightning had not yet been implemented within the small-medium business market within all of North America. Everything was brand new, from the Salesforce Account Executive being able to choose the newly created SKU’s within the quoting system, to the ability to deploy the Field Service Lightning org to the customer, and for us to implement a solution that hadn’t been done before.

 

Like anything new, there wasn’t a clear implementation roadmap, and we obviously hadn’t implemented the system before either. Thankfully, with our extremely talented App Solve technical team, we were able to utilize our experience on hundreds of Salesforce projects and combine that with learning this new platform. Naturally though, questions came up along the way. The platform was so new that we were using documentation that Salesforce was providing to the partner community – within hours of it being released.

 

In the end, we were able to complete a super successful project, where we implemented Salesforce CRM for core functionality, as well as customizing products, contracts and orders to support field service activities and tracking. We were also able to configure a community portal that could grant partners access to Orders and capture key information like notes. App Solve also built the Field Service Lightning system for field execution and dynamic scheduling, in order to provide Level up your Home with the foundation they needed for supercharged growth.

 

Since then, App Solve has continued to be at the forefront of the Field Service Lightning platform. We have been deployed by Salesforce themselves, who had had a challenging implementation as ‘rescue projects’, as well as commissioned by Salesforce to assist customers through the various product life cycle stages that Field Service Lighting has grown through.

 

Proudly, App Solve has now had the most implementations of Field Service Lightning of any Canadian-based Salesforce Implementation Partner. If you’d like to learn more about the platform or find out whether it could be a fit for your business, reach out to us and we would be happy to share our experience and help you evaluate whether the platform could be of value for you.

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"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

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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

"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

"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.

"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

"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

"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

"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

"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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