What’s Inside?
- End-to-end centralization of the customer journey, from initial lead capture to final installation.
- Optimization of field agendas for both internal sales representatives and third-party installers.
- Deployment of a dedicated subcontractor community to harmonize real-time data exchange.
Context
Our client is a prominent French specialist in energy-efficient heating solutions. Since 2018, the company has embarked on an ambitious digital transformation journey to modernize its sales force and customer service operations. Having already integrated several core Salesforce modules, the organization sought to deepen its digital footprint by addressing the complexities of operational scheduling and on-site technical services.
Challenges
The primary challenge was to eliminate silos between different business units and establish a unified platform for lead management and service execution. The client required:
- Improved Contact Center efficiency for booking appointments with clients and prospects.
- Real-time visibility into agendas across a diverse network of internal staff and external partners.
- Reduced travel time and fatigue for field personnel through better geographical planning.
The Solution
Spoon Consulting designed and implemented a sophisticated architecture combining Sales Cloud, Service Cloud, Salesforce Scheduler, and Field Service. This ecosystem serves as the backbone for the company’s entire relationship cycle. A critical component of the solution was the creation of dedicated Salesforce Communities, allowing subcontractors to access schedules and update technical files directly.
Our Contribution
As the strategic integrator and Salesforce expert, Spoon Consulting managed the complete lifecycle of this large-scale transformation:
- Functional and technical design of the multi-module solution.
- Configuration of specialized workspaces for sales reps, covering tasks, appointments, and prospecting.
- Integration with the client’s existing back-office systems, such as CEGID, to ensure financial and operational data consistency.
- Development of complex business processes specifically for the heating and solar energy sectors.
Benefits
The implementation of the advanced scheduling and field service platform delivered immediate operational results:
- Sustainable Sales Performance: Lead-to-appointment conversion rates were maximized through optimized assignment based on business and geographical criteria.
- Enhanced Team Productivity: The Contact Center now benefits from a fluid, real-time booking process, accelerating lead intake.
- Partner Synergy: The use of communities for external installers has synchronized operations, ensuring a “lead to installation” vision for all stakeholders.
- Employee Well-being: Better planning has significantly reduced unnecessary travel time for technicians and field agents.
Key Figures & Dates
- Project duration: 01/2019 – Ongoing
- Workload: 2,500+ man-days
- Impact: 150 users
