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From Paper to Real‑Time: Elevating Turbine Operations with Salesforce Automation

Key Highlights

  • 40% Faster Work Order and Protocol Creation
  • 35% Improvement in Field Service Coordination Efficiency
  • 100% Digital Protocol Management with Real-Time Updates
  • Products Used

    Products Used

    Salesforce-Service-Cloud-Icon.png
    Salesforce Service Cloud
    Salesforce-Field-Service-Lightning-Icon.png
    Salesforce Field Service Lightning (FSL)
    Salesforce-Mobile-App.png
    Salesforce Mobile App
    Custom-Apex.png
    Custom Apex
    Lightning-Web-Components.png
    Lightning Web Components (LWC)
    Document-Builder-Templates.png
    Document Builder Templates
  • Customer Overview

    Customer Overview

    Driving Innovation in Steam Turbine Manufacturing Across the Globe

    The customer is a global leader in the steam turbine manufacturing industry, operating across multiple countries and serving a wide range of industries. Despite its prominence, the company struggled with fragmented and duplicate customer account data in its Salesforce system, impacting their ability to manage customer relationships, track assets, and generate accurate reports.

  • Challenge

    Challenge

    Inefficient Field Service Operations and Limited Digital Capability

    The manufacturer encountered several critical operational challenges:

    • Manual and Disconnected Processes: Field engineers lacked a mobile solution to create and manage protocols efficiently.
    • Coordination Gaps: Monitoring field service activities and coordinating between Remote Service Coordinators (RSCs) and Field Service Engineers (FSEs) was cumbersome.
    • Traceability Issues: Difficulty in tracking critical actions and service history led to inefficiencies.
    • Time-Consuming Reporting: Generating daily, weekly, and site reports was labor-intensive and prone to delays.
  • Solution

    Solution

    Tailored Field Service Lightning Implementation

    CriticalRiver designed and implemented a robust Salesforce Field Service Lightning (FSL) solution to address the company’s challenges:

    • Streamlined Work Order and Protocol Management: Work Orders and associated protocols were configured for seamless creation and tracking through Salesforce and the FSL mobile app.
    • Mobile App Deployment: Field engineers were equipped with FSL mobile apps to manage service appointments, log comments, and capture digital signatures directly from customers.
    • Enhanced Knowledge Management: A centralized repository of FAQs, case studies, and troubleshooting guides was made accessible to field engineers, linked to relevant work orders and assets.
    • Advanced Customizations: Custom fields, record types, workflows, and approval processes were developed to support the company’s specific business requirements.
    • Real-Time Coordination: FSL configurations enabled RSCs to monitor FSE activities, track leaves, and oversee service appointments in real-time.
  • Impact Delivered

    Impact Delivered

    Significant Operational and Customer Engagement Improvements

    • 40% Faster Work Order and Protocol Management: Automation reduced manual effort and accelerated service delivery.
    • 35% Increase in Coordination Efficiency: Real-time tracking and mobile capabilities streamlined operations and improved collaboration.
    • 100% Digital Protocol and Signature Management: The introduction of digital signatures and document builder templates ensured accurate and paperless protocol handling.
    • Improved Reporting Accuracy automated daily, weekly, and site reports provided actionable insights with reduced effort.
    • Enhanced Customer Satisfaction Efficient field service operations and real-time updates improved client trust and service quality.
  • Results

    Results

    A Future-Ready Field Service System

    CriticalRiver’s FSL solution transformed the company’s field service operations, ensuring:

    • A streamlined, mobile-first process for field engineers.
    • Improved data accuracy for better decision-making.
    • Enhanced customer engagement through efficient and consistent service delivery.

Key Highlights

  • 40% Faster Work Order and Protocol Creation
  • 35% Improvement in Field Service Coordination Efficiency
  • 100% Digital Protocol Management with Real-Time Updates

Products Used

Salesforce-Service-Cloud-Icon.png
Salesforce Service Cloud
Salesforce-Field-Service-Lightning-Icon.png
Salesforce Field Service Lightning (FSL)
Salesforce-Mobile-App.png
Salesforce Mobile App
Custom-Apex.png
Custom Apex
Lightning-Web-Components.png
Lightning Web Components (LWC)
Document-Builder-Templates.png
Document Builder Templates

Customer Overview

Driving Innovation in Steam Turbine Manufacturing Across the Globe

The customer is a global leader in the steam turbine manufacturing industry, operating across multiple countries and serving a wide range of industries. Despite its prominence, the company struggled with fragmented and duplicate customer account data in its Salesforce system, impacting their ability to manage customer relationships, track assets, and generate accurate reports.

Challenge

Inefficient Field Service Operations and Limited Digital Capability

The manufacturer encountered several critical operational challenges:

  • Manual and Disconnected Processes: Field engineers lacked a mobile solution to create and manage protocols efficiently.
  • Coordination Gaps: Monitoring field service activities and coordinating between Remote Service Coordinators (RSCs) and Field Service Engineers (FSEs) was cumbersome.
  • Traceability Issues: Difficulty in tracking critical actions and service history led to inefficiencies.
  • Time-Consuming Reporting: Generating daily, weekly, and site reports was labor-intensive and prone to delays.

Solution

Tailored Field Service Lightning Implementation

CriticalRiver designed and implemented a robust Salesforce Field Service Lightning (FSL) solution to address the company’s challenges:

  • Streamlined Work Order and Protocol Management: Work Orders and associated protocols were configured for seamless creation and tracking through Salesforce and the FSL mobile app.
  • Mobile App Deployment: Field engineers were equipped with FSL mobile apps to manage service appointments, log comments, and capture digital signatures directly from customers.
  • Enhanced Knowledge Management: A centralized repository of FAQs, case studies, and troubleshooting guides was made accessible to field engineers, linked to relevant work orders and assets.
  • Advanced Customizations: Custom fields, record types, workflows, and approval processes were developed to support the company’s specific business requirements.
  • Real-Time Coordination: FSL configurations enabled RSCs to monitor FSE activities, track leaves, and oversee service appointments in real-time.

Impact Delivered

Significant Operational and Customer Engagement Improvements

  • 40% Faster Work Order and Protocol Management: Automation reduced manual effort and accelerated service delivery.
  • 35% Increase in Coordination Efficiency: Real-time tracking and mobile capabilities streamlined operations and improved collaboration.
  • 100% Digital Protocol and Signature Management: The introduction of digital signatures and document builder templates ensured accurate and paperless protocol handling.
  • Improved Reporting Accuracy automated daily, weekly, and site reports provided actionable insights with reduced effort.
  • Enhanced Customer Satisfaction Efficient field service operations and real-time updates improved client trust and service quality.

Results

A Future-Ready Field Service System

CriticalRiver’s FSL solution transformed the company’s field service operations, ensuring:

  • A streamlined, mobile-first process for field engineers.
  • Improved data accuracy for better decision-making.
  • Enhanced customer engagement through efficient and consistent service delivery.

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