About the Client
Our client is a leading UK manufacturer of showers for both domestic and commercial markets, and part of a global group employing 38,000 people worldwide across kitchen, bathroom, hospitality, and power products.
The Goal
As part of a global Salesforce transformation programme, the UK subsidiary sought to modernise its field service operations. Their objective was clear: replace a legacy on-premise CRM with Salesforce Field Service Lightning (FSL) and empower engineers with a 100% offline mobile capability — a world first.
The Challenge
The client faced several barriers:
- A legacy SAP CRM system that lacked scalability, resilience, and mobile capability.
- Limited visibility of service operations, with engineers unable to access or update data in the field.
- No real-time routing, traffic optimisation, or streamlined communication between engineers, service centres, and customers.
- A requirement for seamless integration between Salesforce Service Cloud and SAP ERP.
The Solution
Gauri led the implementation of Salesforce Field Service in the UK, working closely with Salesforce specialists and the client’s global IT team. Key achievements included:
- Pioneering the world’s first go-live of Salesforce Briefcase for FSL Mobile, enabling 100% offline access to job data, parts inventory, pricing, validation checks, and customer sign-off.
- Designing and implementing seamless integration between Salesforce and SAP using MuleSoft, ensuring service appointments, inventories, warranties, and financial transactions were managed end-to-end.
- Delivering automation for maintenance plans, service contracts, and warranty-driven appointments.
- Enabling omni-channel customer engagement through Salesforce Customer Community Cloud, Live Messaging, and proactive service notifications.
Industry Impact
In field service, operational efficiency and first-time fix rates are critical to customer satisfaction. With Gauri’s solution, the client now benefits from:
- Real-time data and analytics for engineer utilisation, travel time, inventory, and service performance.
- Automated service scheduling and predictive resource planning.
- A single, holistic customer view with full product and service history.
- Significant improvements in customer experience through faster, more reliable service delivery.
The Outcome
The client became the first organisation globally to deploy Salesforce Field Service Mobile with full offline capability. The new platform has transformed service operations, reduced costs, and elevated customer experience, while creating a foundation for future innovation and scalability.
Thank you to you and your team, for all of the hard work, commitment and creativity that went into making this a success in very trying circumstances.
Without you and your team we could not have got to this place, the feedback on FSL has been excellent and with hardly any tickets raised by the initial launch group, it bodes well for the future.
Director, Customer Experience