Customer Success Story
Weeks to Hours. Streamlined Scheduling with Field Service Lightning
Industry: Services
Products: Field Service Lightning
Leaf & Limb is an environmental service organization whose mission is to increase the health and population of trees to overcome pressing environmental issues and restore the balance of life on Earth.
The Challenge
Scheduling for a over a dozen service crews with different skills and equipment was a manual process managed via Google calendars, requiring >8 hours per week.
Clients scheduling notifications were also manual, and were too often inaccurate.
Weather-related rescheduling required an additional 2-3 days of manual effort.
Field Service reps struggled to communicate job overages and estimate travel times.
The Solution
Leveraged standard, out of the box Field Service functionality to establish crews and facilitate scheduling.
Built automation for scheduling services with seasonal availability, weather-related rescheduling, dependencies, and follow-up appointments.
Enabled the use of iPads to communicate appointment directions and travel times, and log work completed and time tracking.
Automated customer scheduling notifications with a custom “Client Services Page” that allowed customers to review completed and upcoming appointments.
Benefits
Enabled automated client email or SMS schedule notifications, nearly eliminating cancellations and reschedules.
Reduced the time required to schedule all crews from weeks to hours. Weather-dependent rescheduling was also greatly simplified.
Leveraged appointment analytics to improve estimated appointment durations and incentivize sales reps to deliver more accurate proposals.
