CPR Services specialises in providing expert Concrete Repair and Protection solutions delivered by trained professionals. They’ve worked on many iconic and large concrete structures in New South Wales and Victoria.
CPR [a leading B2B commercial construction company] were facing a plethora of challenges across their business processes. They were in a situation that is familiar to many of our new clients, with multiple spreadsheets stored in local drives, manual processes and outdated software whereby everything was disjointed and nothing lived in the same place.
They had been storing all of their data and documentation in Excel spreadsheets and Service M8 (A scheduling software program), when Pracedo came on board to work with CPR and facilitate a smooth transition from a local to cloud-based solution, and reconfigure and optimise their business processes using Salesforce products. Pracedo’s challenge was to consolidate everything into one central place on a cloud-based platform and have a single source of truth to enable multiple departments to have visibility of each other and reduce time spent on lengthy and manual tasks.
The Salesforce products that were configured and deployed by Pracedo included Sales Cloud, Community Cloud and Field Service Lightning. With regards to the implementation itself, Pracedo configured standard objects such as Accounts, Contacts, Opportunities in Sales Cloud to enable the sales team to manage their pipeline. In Community Cloud Pracedo built a custom Employee Community.
In this Community, Pracedo built out functionality to enable technicians to submit timesheets, allowing them to log their time against the work that was scheduled for them in Field Service Lightning, showing actual time spent against allocations for jobs. Finally, the Field Service Lightning Managed Package and User Adoption Dashboard Pack were implemented and highly customised for CPR’s requirements as a replacement for their current software solution, including creating Work Orders, Scheduling, Photos and Crew Management capabilities.
Through building a custom process from sales, through to scheduling and timesheets, this enabled CPR to have visibility over the whole customer engagement end-to-end across multiple departments, with the solution built to specific custom processes and all data centralised in Salesforce, with no need for data duplication.
There was a significant meaningful impact from this project for CPR, mainly having a single system as a source of truth for all of their data that is now cloud-based with everyone having access across the cloud. By digitising and automating multiple processes to reduce admin time spent on tasks, their internal business processes were transformed.
The technicians themselves prefer the Field Service Lightning app compared to what they had previously because it saves them time on manually doing timesheets in excel. Now, everything can be done on the Community Cloud app by simply inputting their start and end time.
This, in turn, saves the admin team time in working out pay because the app works out all of this automatically!
Additionally, the sales team can now see everyone’s communications with leads because it is all centralised in one place rather than across multiple inboxes, which has enabled greater team visibility on the journey of all customers.
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