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CriticalRiver Helps Enhance Operational
Efficiency through Salesforce Automation

  • IndustryNon-Profit
  • TechnologiesFSL, Service Cloud, Sales Cloud, Experience
    Cloud and Dealer Communities
  • Get in touchDownload the PDF

Impact Delivered


Reduction in IT License Costs


Reduction in Manual Processes


Installation Efficiency Increase

The Customer

The client is a distinguished not-for-profit institution. It is chartered and legally incorporated within its respective state jurisdiction. This organization maintains its autonomy through its unique incorporation. Oversight is provided by a dedicated and authoritative Board of Directors.

The Challenge

The client faced operational inefficiencies due to:

  • High reliance on manual processes
  • Increased technician costs and travel expenses
  • Difficulty in scheduling professional installation sessions
  • No solution for flexible customer appointment scheduling

The Solution

Integration of FSL and Sales Cloud, leading to a new user-friendly FSL mobile application

  • Processes configurations like:
    • Scheduling policy and Work Rules
    • Defined Service Territories, Resources, and Operating Hours
  • A flow-based application with LWC and guest community service components
  • Automation of scheduling and Quote Approval processes
  • Salesforce CPQ package for quotation formulation

Solution Components

FSL, Service Cloud, Sales Cloud, Experience Cloud and Dealer Communities

The Results

  • Reduced manual processes, notably in service appointment cancellations
  • Improved road layouts for quicker technician travel
  • Quicker revenue recognition from efficient installations
  • Customer access to Guest Community, lowering costs and IT license needs
  • More flexible service appointment scheduling, enhancing operational efficiency

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