We transformed a field service operation for Drive DeVilbiss, optimizing efficiency, patient satisfaction, and business results by implementing a digital, real-time service solution using Salesforce.
30%
Reduction
Reduced service completion times, optimizing operational efficiency.
25%
Increase
Boosted customer engagement and satisfaction through a user-friendly portal.
20%
Improvment
Improved client satisfaction due to faster, more efficient service.
Drive DeVilbiss, a leading provider of home healthcare equipment, was facing challenges with their outdated, manual service operations. Their paper-based process led to inefficiencies, delays, and poor visibility into service tasks. Previous attempts at implementing a digital field service solution had failed due to lack of expertise and inadequate IT support.
We implemented a customized Salesforce solution, integrating Service Cloud, Field Service, and Experience Cloud. A new customer portal was created, giving clients easy access to their product and service data. Field engineers were equipped with mobile solutions for real-time asset tracking and service reports. Additionally, Docomotion was used to automate and customize service reports, streamlining the process from request to service completion.
