What’s Inside?
- Implementation of a comprehensive Salesforce multi-cloud ecosystem including Sales, Service, Field Service, and Experience Cloud.
- Development of a custom mobile solution for technicians to optimize field visit management.
- Rapid and large-scale deployment across more than 50 regional agencies in just 9 months.
Context
Our client is a premier French provider of energy services, specializing in the maintenance, repair, and installation of heating equipment such as boilers and heat pumps. Operating through a network of over 60 agencies, the company is renowned for its innovative B2B and B2C offerings and exceptional technical expertise.
Challenges
In a highly competitive sector, the client needed to completely redefine its business processes to place the consumer at the heart of its strategy. The major challenge was to design and deploy a unified B2B and B2C digital platform across its entire network in a record time of 9 months. It was imperative to integrate a robust field service management software capable of harmonizing practices while ensuring smooth adoption by the internal teams.
The Solution
The technological response relied on a comprehensive Salesforce multi-cloud deployment. The implemented environment seamlessly integrates Sales Cloud, Service Cloud, Field Service Cloud, Experience Cloud, and Pardot. Additionally, a customized mobile application was created specifically for field teams, and strict data confidentiality was ensured via Salesforce Privacy Center.
Our Contribution
Spoon Consulting provided end-to-end IT strategic expertise as the Design Authority. Using an Agile methodology with rapid sprints, our team built the core solution and a custom HVAC technician mobility solution for on-site agents. We also managed the complex back-office integration via Talend, successfully deployed the solution across 51 agencies within 9 months, and continue to provide comprehensive third-party application maintenance.
Benefits
The project profoundly transformed the company’s daily operations:
- Established a genuine proximity relationship with clients by combining network expertise with personalized digital journeys.
- Created differentiated paths for individual and collective projects, from moving in to equipment renewal.
- Optimized and automated service appointment scheduling, significantly reducing the administrative burden.
- Substantially improved on-site efficiency through the dedicated mobile application.
Key Figures & Dates
- Project duration: 10/2019 – Ongoing
- Workload: 2000 man-days
- Impact: > 1500 users
