Implemented Salesforce Service Cloud for clearer communication among customers and field technicians
International Elevator Company manufactures modernizes and installs elevators and escalators all over the world.
Due to our domain expertise - Uptima was considered as a trusted advisor
Customer contemplated between SAP Service to Salesforce and was considering implementing SAP ERP and Service together.
Uptima helped the customer understand that it is better to implement Service first rather than wait for the SAP project
Worked with Salesforce on competitive material against SAP
Executive Sponsor
Industry
Products
Services
Challenges
Outdated Service System was causing customer to have no direct visibility of Field Technicians
Communication between office and field was fractured and archaic (too much paper and human error).
Self-scheduling caused technicians to go over time, with a terrible work/life balance
Non-systematic Communication with customer
Results
Uptima is implementing Salesforce Service Cloud and Salesforce Field Service to meet customer requirements:
Schedule optimization included scheduling recipes and inin-dayptimization
Timesheet management including a full “time punch” functionality
Customer Community
Allowed SMS messaging with Customer