Reimagining Field Service Operations with Salesforce Field Service Excellence

A global leader in off-road mobility solutions sought to streamline and scale its field service operations across multiple regions. With a diverse customer base and operations spanning North America, Europe, and Asia-Pacific, the organization needed a unified digital platform to streamline service delivery, improve customer experience, and support continued growth.

Industry

Motor Vehicle Manufacturing

Company size

10 K+ Employees

Headquarters

Auvergne, France Products Used: Sales Cloud, Service Cloud, FSL, Experinence Cloud

Client Overview

A global leader in tire manufacturing, known for innovation and high-performance mobility solutions. Through its subsidiary focused on off-road applications, the company serves industries such as construction, agriculture, material handling, and powersports.

Challenges

● Fragmented Systems: Different countries used localized solutions and various backend systems, leading to operational silos and inefficiencies.
● Complex Integrations:  Existing ERPs and data sources required robust, bi-directional integration with the new platform.
● Localization Needs: Supporting multiple languages and currencies was critical for user adoption across regions.
● Technical Debt:  Years of customizations and legacy processes had accumulated, impacting system performance and scalability.

Solution

● Centralized Work Order Management:  Streamlined creation, assignment, and tracking of service appointments.
● Real-Time Field Technician Dispatch:  Optimized technician scheduling and notifications via mobile devices.
● Customer & Partner Portals: Secure, self-service access for customers and partners to track service requests and fleet health.
● Localization & Translation:  Custom components and interfaces translated for each region to ensure seamless adoption.
● Integrated Data Flows:  Middleware-enabled, real-time integration with multiple ERP systems.
● Ongoing Support:  Continuous improvement, user training, and technical debt reduction.

Results & Impact

Operational Efficiency

Unified processes reduced manual work and improved service response times.

Enhanced Customer Experience

 Customers received timely updates, interactive reports, and post-service surveys.

Global Scalability

The platform supported rollouts in new regions with localized features.

High User Adoption

Comprehensive training and tailored user guides drove 100% adoption rates.

Future-Ready Architecture

Robust integrations and technical debt management ensured long-term system health.

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