Multitone

What Were Their Challenges?

The Multitone team needed to expand their Salesforce footprint to enable their field service team to schedule, prioritise and manage installation and maintenance jobs for their clients.

With an extensive sales and service presence throughout EMEA, APAC, Americas and Australasia, having a simple, reliable and consistent process for organising their field service team was an essential requirement.

The Multitone field service team needed the ability to manage numerous moving parts. They needed the tools required to manage work orders, scheduling, and an extensive mobile workforce.

How Did We Help?

Silver Softworks identified immediate and longer term challenges faced by Multitone during a detailed discovery and design phase resulting in a comprehensive solution to address the following:

• Records for field service workers, dispatchers, and agents, including location and availability
• Configured omni-channel routing for allocating work
• Multilevel service territories representing regions where mobile workers provide services
• Tracking location and status of inventory, warehouses, service vehicles, and customer sites
• Scheduling single or recurring work orders, with details of worker preferences and parts
• Logging time spent on each job
• Generating service reports to keep customers informed about service progress

Salesforce Products Used

Service Cloud: Case Management

Cases are used to raise and manage requests for help or manage the installation of new systems.

Service Cloud: Work Orders

Assigns planned work or individual tasks to engineers via their mobile device.

Service Cloud: Allocation & Routing

Automatically assign cases and jobs to the right people in real-time.

Service Cloud: Milestone Tracking

Milestones represent required, time-dependent steps in support process, like first response or case resolution times. 

Service Cloud: Notifications

Templated, time dependent notifications to the appropriate team members in relation to new and existing Case statuses.

Analytics: Reports & Dashboards

A suite of reports and dashboards providing analytics across the solution, including KPIs and SLAs.

Field Service: Scheduling

Schedule service appointments in dispatcher console based on skills, territories, and locations. 

Field Service: Timesheet Entry

Entry of time sheets on the Field Service mobile app, and timesheet approval process.

Field Service: Service Reports

Automatically generate electronic Service reports for work orders and service appointments