We are delighted to announce a strategic investment in the Salesforce Field Service Lightning fault management and resourcing system. Salesforce Field Service Lightning is set to transform customer experience and optimise our field operations across the entire service chain on one platform.
Providing complete visibility of our operations in real time, Salesforce Field Service Lightning seamlessly connects customers and our onsite and offsite teams. It enables Indigo to intelligently schedule the right resources with the right skills in the right locations to meet our customers’ service level agreements.
Using the Field Service Lightning mobile application, Indigo’s entire workforce can share job updates, access knowledge articles, track spare parts, and generate full service reports from any mobile device, regardless of connectivity. The Online Community for Customers provides for self-service ticket creation and reports. Automated alerts support the management of SLA achievement and provide warnings of any SLAs in jeopardy. Customer reports and dashboards are created and are available at a touch of a button.
Stephen Thompson, CEO of Indigo Telecom Group, commented:
“The investment we have made in Salesforce Field Service Lightning application is in excess of £400,000. Given the recent growth in Indigo’s business, it was critical that we invested in a scalable platform which not only meets our needs and those of our customers today but also in the future.’’