of 4.11 out of 5 from external contractors
for network operations center teams
for pre and post job reporting
|Solution:||Salesforce Field Service Implementation|
|Development:||Geolocation real-time monitoring|
Ericsson is one of the leading providers of Information and Communication Technology (ICT) to service providers. They enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt, and scale, making their customers successful in a fully connected world. Considered by many to be the world leader in the rapidly changing environment of communications technology, providing hardware, software, and services to enable the full value of connectivity.
Ericsson manages over 2500 field service professionals, nearly 1700 of which are external. With an average of 2 weeks for each job to be completed, Ericsson’s back-office needs real-time updates regarding job status and estimated completion time. Each external team needed to work through multiple systems to create status updates. The data would then need to be manually reconciled through multiple systems, which resulted in reporting delays, inefficient scheduling, and inaccurate completion deadlines for both internal and external team members.
The first step was to implement and customize the Salesforce Field Service platform as the single source of truth for scheduling activities, field reports, and timesheet reporting. We then consolidated existing business processes by replacing existing legacy systems with SFS compatible platforms such as Erisite and Click to create a seamless end-to-end process.
We built a comprehensive partner community portal to provide external contractors with access to the new system that they otherwise would not have. The portal also simplifies the reporting process for external contractors and acts as a means of collaboration, receiving work assignments, and providing project updates.
As part of the partner community portal, we developed a completely customized map of the United States on each partner’s landing page. The map is populated by all relevant data related to that specific community organization’s resources. The map enables real-time monitoring of the geolocation for service resources and service jobs along with any additional information that could be exported from the Salesforce mobile application, such as clock-ins and clock-outs.
The solution was co-developed alongside Ericsson’s IT department, which enabled them to independently provide support, upgrades, and enhancements in the future. This also enabled us to manage Ericsson’s onboarding and change management to ensure optimal adoption for both internal and external users.
One of the biggest challenges at Ericsson was that each carrier that Ericsson services requires unique reporting and proof-of-delivery. To simplify this process, we built a tailor-made Field Service mobile application, which was dynamic for each individual carrier, and ensured accurate reporting for all carriers.