Salesforce Field Service Lightning creates visibility and modernization for John Bean Technologies’ (JBT) field service management process, enabling excellent customer experience in the field.

The Challenge

Lack of visibility into schedules and asset service history inhibited customer experience 

JBT wanted to provide a consistent, satisfying customer experience, but were challenged due to legacy systems and a cumbersome technician dispatching process. They were operating without a single digital location to view technicians’ schedules, resulting in tedious and manual workflows.

JBT’s sales managers, service managers, and field technicians lacked clear visibility into the service history of their installed machines. Additionally, technicians had to complete physical checklists and service reports while on site at a customer. They needed a single system to manage their install base, efficiently schedule their technicians, and provide a one-stop shop digital solution to be used in the field.

The Solution 

Digital enablement and real-time visibility through Salesforce Field Service Lightning 

JBT was already operating on the Salesforce Sales Cloud platform and expanded into Salesforce Service Cloud and Salesforce Field Service Lightning (FSL) to solve their challenges.

The team took a user-centric approach to tackle their customer and employee visibility issues. A key stakeholder group comprised of leadership, technicians, service managers/coordinators, and sales representatives was identified and consulted throughout. Leveraging first-hand information from JBT factory tours, West Monroe built out three personas to represent key types of system users to help understand and empathize with the customer experience while building the new strategy.

West Monroe and JBT rolled out a case management solution to track customer requests and tie them directly to JBT’s installed machines as well as a digital dispatch console, enabling dispatchers to view technicians’ schedules at a glance and easily schedule work based on availability and proximity. West Monroe gained ongoing feedback and buy-in through iterative demos and regular meetings with stakeholders.

Custom functionality allowing service managers to create digital checklists to replace previously manual onsite tasks transformed the field service experience. A mobile app enabled on-the-go task fulfillment, time logging, service report generation, and customer signature capture. Back office employees could also communicate directly with field technicians via the mobile app, minimizing the calls required throughout an appointment.

The Impact 

A centralized, digital platform enables streamlined processes and efficient reporting on install base 

Customer and employee experience have drastically improved since introducing Salesforce Service Cloud and Salesforce FSL alongside Salesforce Sales Cloud. Accessing customer insights, such as inspection needs or machine rebuilds, has allowed the sales team to proactively contact customers and provide service before an issue occurs. Service teams can also report on their customers’ machines, tracking key metrics taken onsite and watching how these change over time.

Service managers and coordinators now have a central digital location to manage their technicians’ schedules and have visibility into real-time field updates as work is completed. This digital solution also reduced the amount of manual paperwork necessary to complete on site. The app functions even offline, ensuring that techs can continue to do their jobs even if they lose internet connection.

This solution has been rolled out to business units in Europe and North America with plans to expand to units in Asia Pacific in the near future.

“The West Monroe team on our implementation was one of the best organized consultants I have worked with. It was a true two-way street.”

Scott Millsap, Global Salesforce Program Lead, JBT

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