Expro Softech proposed implementing Salesforce Service Cloud and Field Service Lightning (FSL) to address the client’s challenges. Service Cloud is a customer service platform that provides a 360-degree view of the customer, while FSL is a field service management solution that helps companies optimize their field service operations. 

We started by conducting a detailed assessment of the client’s existing processes and identifying areas of improvement. We then designed a customized solution using Salesforce’s Service Cloud and FSL. We also provided training to the client’s Service Process Including Field Service teams to ensure a smooth transition to the new system. 

The implementation included the following functionalities: 

• Service Cloud: We configured Service Cloud to provide a single view of the customer, including their purchase history, service requests, and equipment information. We also integrated the system with the client’s existing ERP system to enable real-time updates of customer data. 
• Field Service Lightning: We configured FSL to automate the dispatching and scheduling of field service technicians. This included optimizing the routes, assigning work orders based on technician availability and skill set, and tracking the status of each job in real-time. We also provided the client with a mobile application that enabled their technicians to access job information, update job status, and capture customer signatures electronically.