Customer case

Customer case

Engie

Managing projects and workorders with Field Service Lightning

CUSTOMER INTERVIEW

BUSINESS CHALLENGE

Due to many acquisitions, ENGIE Solutions’ IT landscape was very fragmented. The aim was to align all departments and to offer additional functionalities.

The different departments needed to have a better project and workorder management tool, linked with the planning of the Field Technicians.

Because ENGIE Solutions take on projects in-house and in the field, they needed a combination of both Mobile and kiosk features.

APPROACH & SERVICES

The entire flow for ENGIE Solutions starts in the Sales Cloud, where the Sales team will manage all their opportunities & quotes. As soon as an opportunity is closed won, the system creates projects & Milestones so that a project manager can manage the client projects.
The core solution is Field Service Lightning, where ENGIE Solutions manages their projects, workorders and make the planning of the different technicians.

The mobile app is used by the technicians. Here they can see their daily appointments, register their use of time and add pictures and remarks on the work order.

Internal technicians use a kiosk PC, where they can scan barcodes so that the system knows how much time was spend on the different client orders.

We also set up an integration with SAP, in order to view important Backoffice data in Salesforce.

PRODUCTS & SERVICES

  • Service Cloud
  • Sales Cloud
  • Community Cloud
  • Field Service Lightning
  • Web service integration

About

Engie

ENGIE Solutions is a Belgian market leader and specialised in the design, implementation and maintenance of multi-technical installations and services. Their large expertise in the markets of infrastructure, buildings, industry, distribution networks and energy production guarantee comprehensive and customised solutions.

Making use of this multidisciplinary approach, they are able to assist companies and local governments to optimise their energy consumption, and increase their environmental and operational performance.

ENGIE Tower Brussels-2 1

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