Case Study: iQor achieves digital transformation and faster, smarter field service with Salesforce

iQor transforms from BPO to digital services provider with Salesforce

iQor, a 45,000‑employee managed services provider moving from BPO to a digital services model, faced fragmented, point‑solution automation that left them without a single view of customer support. Disparate systems meant poor spare‑parts visibility, inefficient field scheduling, lost service knowledge, and suboptimal customer experiences.

iQor implemented Salesforce (Field Service Lightning and Service Cloud) to create a unified platform tying CRM, inventory and field operations together, with business‑rule case allocation, geo‑aware dispatch and a knowledge repository. Early results include redeploying about 25% of support staff, a 17% rise in per‑engineer daily case closures (3.5 to 4.2), stronger reporting and real‑time insights, and plans to add predictive preventive‑maintenance capabilities to drive further cost and service improvements.

iQor

Sandeep Vaid

Vice President, Information Technology