Salesforce Service Cloud Customization

Client 

The client is a manufacturing company in the US specializing in industrial equipment for both domestic and international markets. With multiple locations across the country, an extensive service network, and a growing customer base, they required more tailored Salesforce functionality to effectively manage service requests, customer support, and operational workflows. 

Challenge 

The client faced several challenges in managing service operations and customer support processes: 

• Standard Salesforce reports did not provide sufficient visibility into service request trends, response times, and SLA compliance. 

• Manual ticket management and email-based warranty requests caused delays and frequent SLA breaches. 

• Work orders and material tracking for field service operations were paper-based, resulting in inconsistencies and delays. 

• Automated workflows built in Process Builder frequently failed due to formula limits, especially for escalation alerts and service-level calculations. 

Solution 

Enhanced Service Reporting and Dashboards 

• A custom object was created to capture service tickets, field visits, and material usage. 

• Reports were redesigned to provide region-wise, product-wise, and SLA compliance breakdowns on a weekly and monthly basis. 

• All reports were consolidated into a dynamic dashboard featuring bar charts, line graphs, and pie charts, enabling managers to gain real-time visibility. 

Automated Customer Communications 

• Visualforce email templates were implemented to automate warranty requests, service confirmations, and follow-ups. 

• Employees could send mass emails with PDF attachments, while automated payment reminders were triggered whenever project expenses exceeded recorded revenues. 

Digitized Field Service Management 

• A custom work order form was developed, compatible with both mobile and desktop. 

• Employees could enter material data, calculate quantities, and generate work orders directly within Salesforce. 

• Approval workflows were digitized with version tracking, allowing employees and managers to review and approve work orders while maintaining a complete audit trail. 

Optimizing Existing Automation 

• A comprehensive health check was conducted on all workflows and automation processes. 

• Faulty escalation alerts and service-level calculations were rebuilt in Apex triggers, replacing unreliable Process Builder logic. 

• SLA-based calculations and alerts were restructured with Apex code, ensuring accurate and timely distribution. 

Results 

• Managers gained clear visibility into region-wise service performance, SLA compliance, and material utilization. 

• Service dashboards enabled faster and more strategic decision-making. 

• Automated warranty and service emails reduced turnaround times and improved customer satisfaction. 

• Digitized work orders and approval workflows increased transparency and streamlined tracking. 

• Optimized automation processes reduced errors and boosted morale across the field and service teams. 

Technologies and Tools 

Salesforce Service Cloud, Visualforce, Lightning Component Framework, Apex Triggers, Approval Processes, Custom Dashboards, Salesforce1 Adaptive UI 

Discover how Salesforce Service Cloud customization can optimize your service operations and elevate customer satisfaction. Contact us today to learn how we can tailor Salesforce to meet your organization’s unique needs.