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Streamlining Sales to Service Handover & Field Agent Management
Briggs Fire and Security, a leading fire and security system servicing, maintenance, and installation company, sought to enhance its operational efficiency by implementing a comprehensive solution for seamless Sales to Service handover and effective management of field agents. This case study explores the successful implementation of Salesforce Core platform and Salesforce Field Services by Adapt-IQ, enabling automation, streamlined processes, and improved customer experience for Briggs Fire and Security.
The primary objective was to optimise the Sales to Service handover process and enhance job assignment for field agents while effectively managing costing and invoicing. Briggs Fire and Security aimed to achieve a seamless transition from sales to service, automate contracts and work order management, improve job assignment efficiency, and enable a 360-degree view for customers.
Adapt-IQ implemented a new build on Salesforce Core platform, replacing the legacy Field Service ISV App, to provide scalability and meet the evolving needs of Briggs Fire and Security. The solution encompassed Sales Cloud, Service Cloud, and Field Service Lightning (FSL), enabling a range of outcomes.
Seamless Handover: The implementation facilitated a smooth transition from sales to service, ensuring relevant information is seamlessly transferred to the service team, eliminating manual handover processes, and reducing the risk of miscommunication.
Automation of Contracts and Work Order Management: The solution automated contract and work order management processes, eliminating manual activities and streamlining operations. This automation enabled efficient assignment of jobs based on skills, availability, and location of field agents, leading to improved workforce efficiency.
Flexibility in Invoicing: The implemented solution provided flexibility in generating consolidated or individual invoices based on client preferences. Additionally, it allowed for the override of job assignments and offered insights into maintenance contracts to identify opportunities related to warranty expiration and end-of-life products.
360-Degree View for Customers: The Salesforce implementation empowered customers with a 360-degree view of their relevant information, enhancing transparency and allowing them to track job statuses, access documentation, and request service efficiently.
Lead, Account, Contact, and Opportunity setup
Product Catalogue configuration
Pricing setup for products and services
Site and Account setup to distinguish legal entities and working sites
Quote process and asset management
Service contract setup
Maintenance contract and work order setup
Work order creation from Opportunity or Case
Automation of work order generation for services under maintenance contracts
Reactive work order generation and management
Scheduling policies, dispatcher console setup, service territory, and field agent configuration
FSL Mobile App customization
Complex and custom invoicing processes for different types of clients (installation, service, minor works, reactive)
Consolidation invoices for customers
Work order-specific invoices
Credit note management
Enhancement to Work Order Scheduling and Management:
Improved scheduling of work orders
Enhanced management of work order-related activities
Customer portal for job status monitoring and access to assigned contractors
Outcomes and Benefits:
• Seamless handover from Sales to Service, eliminating manual processes and improving communication.
• Automation of contracts and work order management, reducing manual efforts and improving operational efficiency.
• Efficient assignment of jobs based on skills, availability, and location, enhancing field workforce productivity.
• Flexibility in generating consolidated or individual invoices, catering to client preferences.
• Enhanced visibility into maintenance contracts, enabling identification of opportunities related to warranty or end-of-lifespan products.
• Empowered customers with a 360-degree view of their relevant information, leading to improved satisfaction and self-service capabilities.
• Reduction of administrative personnel from 5 to 1, leveraging the platform’s automation capabilities.
Conclusion: By implementing Salesforce Core platform and Salesforce Field Services, Adapt-IQ successfully transformed Briggs Fire and Security’s operations, enabling seamless Sales to Service handover, automating processes, and improving customer experience. The solution delivered significant benefits such as enhanced operational efficiency, optimised job assignment, and improved visibility into customer information. Briggs Fire and Security can now effectively manage costing and invoicing while providing a superior level of service to its clients across the UK.
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