Implementing Salesforce Field Service to optimize scheduling, routing, and mobile capabilities for a logistics company.
Ryder is a leading logistics and transportation company that provides supply chain, dedicated transportation, and fleet management solutions. With a large fleet of service vehicles and field technicians, Ryder provides installation, repair, and maintenance services across North America. The company prides itself on responsive service and technical expertise but was struggling with inefficiencies in its field service operations.
Ryder faced several critical challenges in their field service operations:
These challenges were impacting Ryder's ability to serve customers efficiently and profitably. The company was completing fewer service calls per day than industry benchmarks, experiencing higher fuel and overtime costs, and receiving customer complaints about appointment windows and communication.
After a thorough assessment of Ryder's field service operations, processes, and business goals, we developed a comprehensive implementation plan focused on optimizing their field service capabilities:
We implemented Salesforce Field Service as the foundation for Ryder's field service operations. This included configuring the platform to support their specific service types, territories, and business rules.
We configured the Salesforce Scheduling Optimizer to automatically assign and schedule service appointments based on priority, technician skills, location, and parts availability. This included setting up optimization rules to minimize travel time while respecting appointment windows and SLAs.
We deployed the Salesforce Field Service mobile app to all technicians, providing them with real-time access to their schedules, work order details, customer information, service history, and guided workflows. We customized the app to include Ryder's specific service procedures and checklists.
We integrated real-time GPS tracking to provide dispatchers with visibility into technician locations and status. This included configuring map views in the dispatcher console and geofencing capabilities to automatically update work order status when technicians arrive at or leave job sites.
We implemented a comprehensive inventory management solution that tracked parts across warehouses, service vehicles, and job sites. This included barcode scanning capabilities, automated reordering processes, and van stock optimization to ensure technicians had the right parts for their assigned jobs.
We developed a customer portal using Salesforce Experience Cloud that allowed customers to schedule service appointments, view technician arrival times, receive real-time updates, and access service history and documentation.
We configured automated preventive maintenance scheduling based on equipment type, usage patterns, and service history. This included setting up recurring maintenance plans and automated customer notifications.
We implemented Salesforce Analytics Cloud to provide Ryder with insights into key performance metrics such as first-time fix rates, mean time to repair, technician utilization, and customer satisfaction. This included role-specific dashboards for executives, service managers, and dispatchers.
We developed comprehensive training programs for dispatchers, technicians, and service managers to ensure effective adoption of the new system. This included hands-on workshops, video tutorials, and in-field coaching sessions.
The implementation of our Salesforce Field Service solution delivered significant measurable results for Ryder:
Technicians completed 28% more service calls per day due to optimized scheduling and routing, increasing revenue without adding headcount.
Average travel time between service calls decreased by 35%, reducing fuel costs by 22% and vehicle maintenance expenses by 18%.
First-time fix rate improved from 76% to 94% due to better technician-job matching, improved parts availability, and access to service history and documentation.
On-time arrival rate increased from 68% to 92%, with average appointment window duration decreasing from 4 hours to 2 hours.
Average time from service completion to invoice generation decreased from 5 days to same-day, improving cash flow and reducing billing errors by 86%.
Customer satisfaction scores increased by 32%, with specific improvements in technician punctuality, communication, and problem resolution.
"Barrington Bay's implementation of Salesforce Field Service has transformed our field operations. We're now able to complete more service calls with the same number of technicians, while providing a much better experience for our customers. The real-time visibility and analytics have been game-changers for our business."
The success of this project demonstrates the power of intelligent field service management in the logistics industry. By leveraging Salesforce Field Service's advanced scheduling and optimization capabilities, Ryder was able to significantly improve operational efficiency, technician productivity, and customer satisfaction.
The implementation of mobile tools for technicians and real-time visibility for dispatchers proved particularly valuable for improving service delivery and response times. Meanwhile, the integration of inventory management and preventive maintenance capabilities helped reduce costs and improve first-time fix rates.
This case study highlights the importance of a comprehensive approach to field service transformation that addresses scheduling, mobility, inventory, customer communication, and analytics in an integrated manner. By focusing on the specific needs and challenges of Ryder, we were able to deliver a solution that drove meaningful improvements across all aspects of their field service operations.
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