Learn how we empowered field service teams for an HVAC services provider and enhanced customer experience
Learn how we empowered field service teams for an HVAC services provider and enhanced customer experience
Entec field services

Background

The client is a US-based HVAC services company, providing specialized and comprehensive services for customers in the US. With business becoming competitive, they were keen to retain customers through enhanced service experience, delivering greater customer satisfaction.

They were using Salesforce for many years, and Lister has been supporting them for nearly a decade.

Challenges

  • The turnaround time for field service technicians was more than desirable due to dependence on back-office for information.
  • Information on client site, equipment, service, and order history wasn’t readily available to technicians.
  • Quotes and effort estimations not based on actual data; this incomplete information leads to errors in estimation
  • Pricing and invoicing had to be generated from HO post service leading to delays in invoicing and collections
  • Spares inventory information was not available readily
  • Insights on costs and service metrics were hard to collate and report on

Solution

We had developed an iPad solution that tightly integrated with Salesforce but could work offline as well.

  • Solution interface designed to be easily navigable and informative.
  • The application enabled field service technicians to see complete information about every client and piece of equipment they were attending, including service history.
  • The service technicians could generate an accurate estimate on the application by ensuring all variables are input correctly
  • It enabled quicker resolution of issues by providing easy to search knowledge bases and stock availability or spares
  • The solution enabled scheduling future visits, report and timesheet submission, spares requests and invoicing

Outcomes

  •  Turnaround and average resolution time dropped from 10 to 3 days
  • First Time resolution rates were enhanced by over 15% due to easy availability of information
  • Improved gross margins since estimation accuracy went up
  • Compliance with respect to dealing with hazardous chemicals and refrigerants was improved significantly by intelligently prompting Field Service Technicians.
Testimonial

Lister team has been working with Edmunds for two and half years. Lister team specializes in salesforce. We work as a partnership with them where we discuss the current issues, and they provide guidance and suggestions whenever needed.

Project Manager Leading Auto Internet company

“We have worked with multiple Developers and SF Admins of the Lister group over the course of 3 years on multiple SFDC implementations and have always had very positive experiences.

GTM Stack Director, Tricentis
IT Director, A leading online learning company, USA.

"Lister did a terrific job at identifying, troubleshooting and fixing problems from the time we implemented Salesforce. All my original apprehensions about how quickly they'd be able to take over custom code and configurations and start to make an impact have been put to rest.

IT Director, A leading online learning company, USA.
AVP, Business Applications, Leading Communications Software company

“Lister did a great job in launching a partner community project that was complex to roll out to thousands of partner communities, which led to a spike in our revenue pipeline. Lister team has the best of technical talent who understand our business requirements well and come up with innovative, scalable design solutions to ensure the highest level of quality is met during rollout.

AVP, Business Applications, Leading Communications Software company
Executive Director, Edmunds Inc.

“Hi team, huge thanks to each one of you for your commitment and hard work. I really appreciate all your efforts in this and keeping sane during tough times.”

 

Executive Director, Edmunds Inc.
Head IT, A Leading Eyecare company based at APAC

“Over these years, I have learnt to rely heavily on Lister for a lot many things that made our CoEs and South East Asia Countries successful. You have always wholeheartedly supported me at all times…, I would like to take a pause and Thank You for the countless things you have done for my company and me.”

 

Head IT, A Leading Eyecare company based at APAC
IT Director, Enterprise Cloud Data Provider, USA

“We were impressed by Lister with their speed of ramp-up and taking over the project from the earlier vendor. I see a good start by looking at your data on the performance of the teams, and we expect you to maintain this performance going forward.”

IT Director, Enterprise Cloud Data Provider, USA