Salesforce Developer Pavel Bulyha works on the project.
Client
The Client is a British company that sells, installs and maintains solar panels mostly for b2c.
Initial data and challenge
Business goals
The Client is a British company that sells, installs and maintains solar panels mostly for b2c.
Initial data and challenge
- Lack of a single source of truth: the client used different systems, web forms, excel files, and more. As a result, data took a long time to process, was often lost, and then it was difficult to analyze the quality of order fulfillment.
- Lack of automation of routine processes: all processes, including mailings for order confirmations, were manual. This led to high agent workloads, inaccurate processes, and customer dissatisfaction.
Business goals
- Automate Sales, Marketing and Service processes.
- Reduce the time spent searching for information about orders, customers, contracts, price lists and other necessary information in different systems and make a single source of truth.
- Analyze the entire customer interaction and order fulfillment process.
Solution
Salesforce solutions implementation and customization. Salesforce helps the client to get a 360 full view on his business process from the initial lead generation phone call to maintain the installed solar panels.
The Vimera team installed to the client’s Salesforce Org solutions to drive sales and marketing and boost service:
In terms of sales process pathway between initial Lead creation and Closed Won status for an Opportunity the following life cycle was established:
Leads can be created both automatic and manual ways. Automatic Leads are being created from web-form on the company's sites. Phone leads processed by agents manually. Once a lead is created, field agents are dispatched to customers using Salesforce maps according to the region they are responsible for. On the spot agent inspects clients' houses, takes photos of them, and provides the client with various options for installing solar panels. And once the contract is signed, the Lead moves into the category of Opportunity. Next, in the Opportunity stage, agents ask the customer to fill out special survey forms, after which agents create quotations with the required products in them. Once the customer makes an upfront payment, the Opportunity moves into the closing stage and the creation of a work order for the roofer.
After that, the service begins. The Field Service Lightning logic was created for this purpose.
Let's start by automating the dispatch of appointment requests to the right specialists so that the company no longer has to do it manually. After FSL implementation, the company can send appointment requests using the dispatcher console with just a few mouse clicks, and the field engineer receives all the details about the appointment: what needs to be done, which solar panel part to take, the customer's address, the route to it, etc.
It all starts with creating a work order, the service appointment is created automatically. There are 2 types of work orders: electrician and roofer. Each type of order has a different type of service report that the customer must sign after the order is completed, and a work plan that the technician must complete during the job. After the roofer completes the work order, an electrician work order is created. After the electrician has completed the work order, a maintenance order is created to check on how the solar panels will perform over the next year.
Another challenge the company faced with its old business processes was manually sending out emails, following up with customers about service bookings, notifying them when technicians arrive, and responding to customer emails. Auto-response rules have been implemented to respond to customer emails to automate these processes.
The service part of the project also has got its share of notification automation:
Notification of order acceptance is sent to the customer by email 2 times: after the order is created and the day before the scheduled service visit. For sales agents, events are received on the day of the scheduled visit.
Once all the business logic was implemented, we had to migrate all the data from the old system and excel files into Salesforce. And after that, and some personal training, the company was ready to migrate to the brand new Salesforce automation system.
Salesforce solutions implementation and customization. Salesforce helps the client to get a 360 full view on his business process from the initial lead generation phone call to maintain the installed solar panels.
The Vimera team installed to the client’s Salesforce Org solutions to drive sales and marketing and boost service:
- DocuSign for signing contracts with customers,
- Pardot for marketing and communications with prospects and clients,
- Salesforce Maps for assistance to solar panel sales agents,
- Field Service Lightning for easy order fulfillment by service agents.
In terms of sales process pathway between initial Lead creation and Closed Won status for an Opportunity the following life cycle was established:
Leads can be created both automatic and manual ways. Automatic Leads are being created from web-form on the company's sites. Phone leads processed by agents manually. Once a lead is created, field agents are dispatched to customers using Salesforce maps according to the region they are responsible for. On the spot agent inspects clients' houses, takes photos of them, and provides the client with various options for installing solar panels. And once the contract is signed, the Lead moves into the category of Opportunity. Next, in the Opportunity stage, agents ask the customer to fill out special survey forms, after which agents create quotations with the required products in them. Once the customer makes an upfront payment, the Opportunity moves into the closing stage and the creation of a work order for the roofer.
After that, the service begins. The Field Service Lightning logic was created for this purpose.
Let's start by automating the dispatch of appointment requests to the right specialists so that the company no longer has to do it manually. After FSL implementation, the company can send appointment requests using the dispatcher console with just a few mouse clicks, and the field engineer receives all the details about the appointment: what needs to be done, which solar panel part to take, the customer's address, the route to it, etc.
It all starts with creating a work order, the service appointment is created automatically. There are 2 types of work orders: electrician and roofer. Each type of order has a different type of service report that the customer must sign after the order is completed, and a work plan that the technician must complete during the job. After the roofer completes the work order, an electrician work order is created. After the electrician has completed the work order, a maintenance order is created to check on how the solar panels will perform over the next year.
Another challenge the company faced with its old business processes was manually sending out emails, following up with customers about service bookings, notifying them when technicians arrive, and responding to customer emails. Auto-response rules have been implemented to respond to customer emails to automate these processes.
The service part of the project also has got its share of notification automation:
Notification of order acceptance is sent to the customer by email 2 times: after the order is created and the day before the scheduled service visit. For sales agents, events are received on the day of the scheduled visit.
Once all the business logic was implemented, we had to migrate all the data from the old system and excel files into Salesforce. And after that, and some personal training, the company was ready to migrate to the brand new Salesforce automation system.
Results
- Costs and time for employees to search for information on orders have been reduced.
- Configured order fulfillment automation including sales process, marketing activities, contracting and maintenance.
- Automated analytics capability is now available.