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Service Process & Technician Portal for a Coffee Supplier

Industry

Consumer Goods

Products

Service & Experience Clouds

Service

Implementation

Customer

The Customer, based in Southern Europe, provides premium coffee, consumables, and equipment for the café industry.

Challenge

The Customer aimed to streamline and automate its support process to provide faster, more consistent client service. Additionally, the company needed a mobile-friendly portal to support service tasks, such as installation and maintenance, with features to track and manage work start and end times.

To achieve these objectives, the company partnered with ENWAY, a trusted Salesforce implementation expert.

We also implemented Sales Cloud for this customer. Read the success story here.

Solution

ENWAY implemented Salesforce Service Cloud to optimize the Customer’s service processes. The team also developed an internal service portal to enhance efficiency and provide technicians with the tools needed to manage their tasks effectively.

  1. Internal Service Process:
  • The ENWAY team set up the Service Cloud console to match the company’s needs.
  • Using standard Salesforce objects like Cases, Work Orders, and Assets, the service process was built to support installation, training, and issue resolution workflows.
  • A custom object, Service Appointment, was created to manage and schedule appointments with assigned technicians.
  • A Knowledge section was added to Cases, providing helpful articles to address common questions. Articles are shown based on the Case’s Subject field.
  1. Portal for Technicians:
  • The ENWAY team built a portal for the company’s technicians using Experience Cloud. The portal works on mobile devices, allowing technicians to view and manage appointments, check work orders, and update statuses like “Arrived” or “Completed.” It also shows details such as scheduled and actual start times, end times, durations, and more.
  • Automated workflows were created using Salesforce Flow. These workflows handle tasks like creating service appointments, sending notifications, and providing steps and questions for completing appointments in the portal.

Results

The implementation of Salesforce Service Cloud and a mobile-friendly technician portal improved service operations for our Customer. Automated workflows streamlined support, reducing response times and ensuring consistent issue resolution. With a separate portal, technicians gained efficient access to appointments and work orders, which led to better task tracking and enhanced control. 

These changes helped the company deliver reliable and high-quality customer service.

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