What’s Inside?
- Transitioning from legacy production tools to a modern, unified multi-cloud Salesforce platform.
- Deployment of a custom Field Service mobile application to empower 1,000+ field auditors.
- Significant gains in scheduling efficiency and real-time integration of field data into core business processes.
Context
Our client is a world-renowned specialist in Testing, Inspection, and Certification (TIC), providing essential services in quality, health, safety, and environment (QHSE) across 140 countries. To maintain its position as an industry pioneer, the organization launched a strategic overhaul of its production tools in France. The goal was to replace aging infrastructure with a scalable Salesforce environment capable of supporting complex audit and certification workflows for multiple business entities.
Challenges
The primary objective was to overcome the limitations of a fragmented legacy system that hindered growth. Key challenges included:
- Scheduling Inefficiency: The need to optimize complex technician tours to reduce travel time and improve resource allocation.
- Mobility Barriers: A lack of autonomy for field workers who required real-time access to data while on-site.
- Process Complexity: Harmonizing diverse production workflows across three distinct business entities into a single, simplified framework.
The Solution
We implemented a robust multi-cloud Salesforce platform tailored to the specific needs of the certification industry. The architecture includes:
- Sales & Service Cloud: To manage the core client relationship and back-office support.
- Field Service Cloud (FSL): The central engine for managing field interventions and automated scheduling.
- Salesforce CPQ: Integrated to streamline the quoting and contract management process.
- Custom FSL Mobile App: A dedicated mobile tool providing field agents with full offline capabilities and real-time data sync.
Our Contribution
Acting as a strategic partner, our team provided end-to-end expertise throughout the transformation lifecycle:
- IT Strategy & Design Authority: Defining the global architecture and ensuring a scalable data model.
- Agile Methodology: Implementing the solution through iterative sprints to ensure alignment with business needs.
- Technical Development: Delivering specific custom developments and seamless integration with the CPQ module.
- Change Management: Designing the mobile application specifically for field user adoption.
Benefits
The digital transformation delivered immediate value to the organization’s operational efficiency:
- Enhanced Field Productivity: The custom mobile app improved field efficiency by providing auditors with the tools they need directly on-site.
- Automated Planning: Advanced scheduling algorithms now automatically optimize technician tours, increasing the number of daily interventions.
- Seamless Integration: A smooth transition from legacy systems to FSL ensured zero business disruption while centralizing all QHSE data.
- Operational Consistency: Unified business processes across entities have led to higher data quality and faster reporting.
Key Figures & Dates
- Project duration: 2020 – Ongoing
- Workload: 2,300 man-days
- Impact: Over 1,000 users impacted
