The challenge
The company's service team handles two kinds of work: fixes, when something stops working, and planned maintenance visits. At the same time, the commercial side of the business needed a solid quote-to-cash foundation in Salesforce.
As the installed base grew, the way service work was planned did not keep up:
Manual dispatching
Appointments were planned by hand, so each dispatcher's knowledge decided who went where.
Gaps in coverage
Some regions and time slots were overbooked while others had technicians with free capacity.
Repair and maintenance competed for the same people
Without clear rules, urgent fixes and planned visits were balanced case by case.
A growing Salesforce landscape
Sales, quoting and service needed one architecture instead of separate builds.
The goal was a working Field Service setup in weeks, on an architecture that would also carry Revenue Cloud and future growth.
The approach
Reewamp worked alongside the company's internal team and kept each release focused on what the business needed to go live.
Salesforce architecture
A target architecture for sales, quoting and service, agreed with the client's engineering team before the build.
Revenue Cloud
Implementation of Revenue Cloud for the commercial side, on the same data model as service.
Service model
Work types for repair and maintenance, work orders, service appointments and the link to customer assets in Salesforce.
Territories, resources and scheduling optimisation
Service territories and technicians with skills and working hours, plus scheduling policies so the optimiser fills schedules and dispatchers handle exceptions.
Go-live and team support
A pilot with real jobs, rollout to the whole repair and maintenance team, and ongoing support for the client's internal Salesforce team.
The outcome
The repair and maintenance team went live on Salesforce Field Service in eight weeks. With dispatching and scheduling optimisation in place, dispatching rate and coverage improved by 25%: more requests get a technician assigned, and more of the service area is covered by the same team.
Revenue Cloud and Field Service now run on one Salesforce architecture, and the client's internal team runs and extends it.
What other service teams can take from this
Agree the architecture first
Sales, quoting and service on one model avoids rebuilding later.
Start with work types and territories
Clean definitions of the jobs and the regions make every later scheduling rule simpler.
Let the optimiser do the routine work
Dispatchers add the most value on exceptions, not on every booking.
Build with the internal team, not around it
The people who run the system after go-live should help build it.
Planning a Field Service or Revenue Cloud rollout? Talk to Reewamp. For partner selection, see the guide on choosing a Salesforce Field Service partner in Germany, and for the steps, the Field Service implementation guide.