The Challenge
The client, a power provider who wishes to remain anonymous, serves a large customer base across multiple regions
and previously relied heavily on manual processes such as spreadsheets and phone calls to coordinate their field
technicians. This approach led to scheduling conflicts, missed service windows, and growing customer dissatisfaction.
Technicians operated without access to real-time job data or customer history, while compliance reporting remained
a labour-intensive task. With service quality declining and operational pressures increasing, the organisation
recognised the urgent need for a digital transformation
The Solution
Tether implemented a tailored Salesforce Field Service solution designed to modernise every step of
the field service journey:
- Smart Scheduling Engine: Automatically assigned jobs based on technician skills, location,
and availability. - Mobile Field App: Delivered real-time updates, digital forms, and customer insights directly
to technicians’ devices. - Customer Notification System: Kept customers informed with SMS and email alerts about
technician ETAs and job status. - Integrated Dashboards: Provided real-time visibility into job progress, SLA performance, and
compliance metrics.
The Outcome
The transformation delivered clear and measurable improvements across the board. The provider
experienced a strong uplift in first-time fix rates and a noticeable reduction in missed appointments.
Job completion became faster and more efficient, enabling technicians to handle more service
calls with greater confidence. Customer satisfaction rose significantly, and compliance reporting
was streamlined through real-time data capture and automated dashboards.
