What’s Inside?
- Deployment of a unified multi-cloud platform utilizing Sales, Service, and Field Service Cloud.
- Development of a custom mobile application specifically tailored for on-site technicians.
- Ongoing third-party application maintenance (AMS) and rollout across regional agencies.
Context
The client is a major player in energy services for individual consumers, collective housing, and professionals, recognized for its innovative offerings and technical expertise. Operating across France, the company relies on a vast network of over 4,000 professionals.
Challenges
Following the initial implementation of a core digital solution, the organization needed to ensure continuous platform evolution and successfully deploy the system across its various agencies. The primary goals were to unify disparate business processes, gain better visibility into the customer relationship lifecycle, and overcome the complexities of field service planning.
The Solution
The technological response was built on a robust Salesforce multi-cloud architecture. The deployed ecosystem seamlessly integrates Sales Cloud, Service Cloud, and Field Service Cloud. Additionally, a personalized mobile application was integrated to empower the field workforce.
Our Contribution
Spoon Consulting provided end-to-end strategic IT architecture and design authority. Operating within an Agile sprint methodology , our team handled the design and construction of the solution. We implemented an ad-hoc solution for enhanced visit management and developed a custom Field Service Lightning (FSL) mobile app for on-site technicians. We continue to deliver third-party application maintenance to ensure long-term stability.
Benefits
This digital transformation initiative delivered significant operational value:
- Unified business processes across the organization’s regional agencies.
- Improved visibility across all stages of the customer relationship.
- Optimized and automated scheduling for service appointments.
- Enhanced on-site efficiency driven by the dedicated custom mobile application.
Key Figures & Dates
- Project duration: 2020 – Ongoing
- Workload: 600 man-days
- Impact: > 120 users
