Case Study: a major national service provider achieves 14% agent productivity gain with CRMIT Solutions' Salesforce Field Service Lightning implementation

a national service provider boosts agent productivity by 14% with CRMIT Solutions

a national service provider in Australia working in the healthcare sector, specializing in autism spectrum support services, faced significant challenges with its field operations. Their issues included an inability to schedule group or recurring therapy appointments, a lack of visibility into citizen financial data, and rigid systems that could not scale for a new business line. CRMIT Solutions enhanced the provider's existing Salesforce Field Service Lightning implementation to address these problems.

CRMIT Solutions developed a custom scheduling engine for recurring appointments and extended the platform's capabilities to handle group activities. They migrated citizen financial data into Salesforce, redesigned the security model for scalability, and implemented enhanced analytics. This solution delivered a 14% improvement in agent productivity, enabled better decision-making with real-time service metrics, and enhanced the overall citizen experience through quicker appointment bookings.