WeDid: Salesforce Skedulo Case Integration
This companies main revenue source is derived from the repair services and additional products they provide to the commercial and residential business.
The technicians are required to repair items, keep track of replacement products issued to the customers, collect signatures, take images of the issues found, advise the next technician to onsite of the job requirements and what they foresee the next technician will be required to complete.
The challenge for this solution was that there would be up to 3 job visits, each job visit containing data that would need to be passed from one technician to another, without any phone or email communication.
In the case, we used Apex trigger in conjunction with Skedulo and a custom Visualforce page to send the user to the Skedulo Web Browser for scheduling.
We used standard and custom fields created in Salesforce and Skedulo to capture some of the following data:
- Products used
- WHS issues identified or not
- Signature Collected
- Marketing Questions answered
- Contact Details checked and updated
- Images of site collected
- Any expenses
There was a two-way sync with different trigger points between Skedulo and Salesforce allowing the data to flow back and forth.
Integrating the case with Skedulo enabled the client to automate communication between their field technicians and administration staff, reduce the paperwork created from each job, have a live status update running on each job/case for an enriched customer service and communication experience.
|Related Objects||Case, Skedulo Job, Product, Pricebook, Pricebook Entry|