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In the fast-paced world of home services, field agents play a pivotal role in maintaining customer satisfaction. However, one home services company faced significant challenges with its field agents lacking real-time access to job updates, leading to inefficiencies and delays. AiSynapTech’s Salesforce-based Field Service Lightning (FSL) mobile app integration transformed their operations by providing offline syncing features, delivering tangible results that enhanced service delivery.
The company’s field agents often struggled with receiving timely job updates, which caused delays in job completion and poor customer satisfaction. Without real-time information, agents had to rely on manual data entry and back-office communication to receive updates or resolve issues, leading to slower service delivery and a lack of transparency for customers.
Agents faced challenges due to disconnected systems, contributing to inefficiency and customer dissatisfaction.
Agents lacked access to real-time job updates.
Delays caused poor first-visit resolution.
Over-reliance on paperwork and manual processes.
Difficulty coordinating between back-office and field agents.
Inconsistent customer communication and updates.
AiSynapTech’s team collaborated closely with the client to understand their pain points and define the desired outcomes. The solution was built on Salesforce’s Field Service Lightning (FSL) platform, integrating a mobile app for field agents with offline syncing capabilities. This solution ensured that agents could access and update job details anytime, even without an internet connection, while ensuring seamless integration with the back-office systems.
AiSynapTech implemented a custom Salesforce FSL mobile app, enhancing real-time access and sync capabilities, addressing all pain points effectively.
Salesforce Field Service Lightning as the foundation.
Mobile app with offline syncing capabilities.
Real-time updates delivered to field agents.
Streamlined communication between field and back-office teams.
Intuitive design for improved user adoption.
AiSynapTech’s team developed a tailored Salesforce solution that connected field agents directly to the back-office, offering seamless real-time job updates. The offline syncing feature ensured that agents could continue their work even in areas with poor connectivity, and once the connection was restored, updates were automatically synced. This drastically reduced the reliance on paper-based processes and minimized human error, improving operational efficiency.
The integration provided field agents with real-time job updates and offline capabilities, streamlining workflow and reducing paperwork.
A fully integrated Salesforce FSL solution.
Offline syncing for continuous workflow.
Real-time access to job updates, eliminating delays.
Significant reduction in manual processes.
Better communication between agents and the back office.
KPI
Before AiSynapTech
After AiSynapTech
Improvement
First-Visit Resolution
60%
100%
+40%
Paperwork Reduction
High
Low
-20%
Operational Efficiency
Low
High
+30%
After the integration, the home services company saw remarkable improvements in their operations.
The improved first-visit resolution rate was particularly significant, with agents now resolving 40% more issues during their first visit. Additionally, the reduction in paperwork by 20% helped streamline operations and reduce administrative overhead.
“AiSynapTech’s solution revolutionized how we operate in the field. The mobile app with offline syncing features has increased our first-visit resolution by 40%, and we’ve seen a significant drop in manual paperwork. Our customers are happier, and our agents are more efficient than ever.”
— Operations Manager, Home Services Company
