Magazine article CRM Magazine
Know All, See All: Salesforce.com Helps a Company Specializing in Energy and Security Management Services Connect the Field to the Office
If you think boosting the productivity levels of onsite employees is a daunting task, try improving the efficiency of your field service technicians while being in the dark about their on-the-road whereabouts. That was the challenge facing TEMSCO Solutions, a provider of energy and security management services, with a client base that includes airports, financial institutions, hoteliers, manufacturing facilities, retail chains, and utilities.
TEMSCO's approach to mobile field service management needed a jolt. The company employed six field service technicians, but "we had no way of tracking how much of that manpower we were actually using," says Mitch Cook, vice president of sales. A prerequisite to the solution, however, was the ability to leverage customer data housed in its existing CRM system, Salesforce.com's Professional Edition, a full-suite solution catering to SMBs. (TEMSCO launched Professional Edition in January 2004, replacing its piecemeal approach to documenting client information, which included integrating its accounting system with Microsoft Outlook and Microsoft Excel spreadsheets.)
TEMSCO decided to extend its relationship with Salesforce.com, and implemented Salesforce Service & Support in January 2006. "This portal allows customers to find answers quickly, resolve issues online from start to finish, and connect with other customers," says Kendall Collins, Salesforce.com's senior vice president of product marketing. "Agents get a 360-degree view of the customer through a Web 2.0-style call center desktop that is fast and easy to use, with seamlessly integrated telephony."
About a month later, TEMSCO deployed the application on its mobile devices for its technicians, using Apex Mobile. Apex Mobile allows employees to take the SFA app and many AppExchange programs on the road. For instance, TEMSCO integrated etrace--a mobile workforce management solution from Gearworks--and an AppExchange application with Salesforce Service & Support's agent console, enabling TEMSCO to track the time service techs spend responding to service calls. …