Outcomes
For the automotive services organization, we modernized the Salesforce platform to streamline field service operations and improve scalability, resulting in:
Situation
The client’s Salesforce ecosystem had evolved into a fragmented and inefficient setup, leading to:
- Disconnected implementations across Sales Cloud, Service Cloud, and Field Service Lightning
- Inconsistent customizations and missing integrations
- Manual, intervention-heavy workflows affecting productivity
- Data inconsistencies impacting accuracy and turnaround times
- Limited scalability to support onboarding of new insurance partners
Impact
If not addressed, these challenges would have resulted in:
- Operational inefficiencies slowing down service delivery
- Increased turnaround times impacting customer experience
- Data fragmentation leading to errors and rework
- Scalability limitations restricting business growth and partner expansion
Resolution
Relevantz modernized the Salesforce platform, focusing on:
- Adopting a low-code/no-code-first approach using Salesforce Flows, supported by Apex for complex logic
- Developing a custom LWC to automate mapping of vehicle, insurance, and product data for work orders
- Enhancing Credit Memo workflows with improved UI and streamlined processing logic
- Enabling dynamic insurance-based pricing using Flows and Apex
- Integrating external systems to auto-fetch insurance and claim details
- Implementing territory-based access control using the Salesforce Territory Model
- Activating Appointment Assist to improve technician–garage coordination
- Migrating legacy Process Builders to Flows and introducing optimized LWCs