Case Study: Global Industrial Manufacturer streamlines field service operations with Customertimes and Salesforce

Global Industrial Manufacturer unifies field service operations with Customertimes and Salesforce across 3+ divisions

Customertimes partnered with a global industrial manufacturer to address its fragmented field service operations. The customer faced challenges due to disjointed processes across its many divisions, a lack of a unified platform, underutilized tools, and inconsistent data that made accurate KPI tracking impossible. This legacy infrastructure was costly and limited the company's ability to scale efficiently.

The solution implemented by Customertimes centered on consolidating operations onto Salesforce Field Service. This provided a centralized platform for preventive maintenance and resource management, standardizing core processes while allowing for division-specific enhancements. As a result, the manufacturer achieved a unified field service operation with automated processes, improved KPI tracking, and greater operational efficiency. Customertimes helped the customer reduce its reliance on third-party tools and better support its field technicians.