Leveraging Salesforce capabilities for success

Customer and Partner Community

Groundswell built a Field Service solution that integrated with an existing e-commerce platform to allow Core Health & Fitness customers to create service requests and select pieces of equipment requiring parts, leveraging a foundation of Experience Cloud functionality. Customer requests appear in Salesforce as Work Orders and Work Order Line Items. Submitted Work Orders will then go to agents for approval and scheduling.

Groundswell also helped incorporate Field Service into a Partner Community for Core Health & Fitness Providers. Once Providers have signed up, they are automatically assigned Work Orders and can view and schedule their Work Orders using this Partner Community. Providers who have not shared their availability have the ability to accept or reject work order requests from within their community, and now have access to knowledge articles providing them with technical references for the equipment.

Core Health & Fitness Installation Management

It was very important for Core Health & Fitness to streamline how they managed their inventory as it relates to work orders and reducing hours spent performing low-value tasks. The Installation Management capabilities focused on improving equipment tracking, better visibility on serial numbers and invoices, as well as quick access to assembly and calibration documentation.

When Providers are onsite with a customer, they can now manage the Work Order and indicate a “go-back” for a specific work order. Go-backs occur for several reasons: if more time is needed to complete a job, the appointment should be multi-day, or additional parts are required. If additional parts are required to complete the work order the Provider will be redirected to the Partner Community.

Core Health & Fitness Work Order Management

With Groudswell’s implementation, agents can create Work Orders from a case that requires parts and services via Salesforce’s Field Service technology. Now, the agent can select critical parts for ordering and the Provider from a list of recommended providers based on skill, location, and available inventory. 

Groundswell helped put rules in place to ensure the optimization of provider routes for efficiency throughout their day. Support Agents now have visibility into the status of work orders and any delays occurring. Core Health & Fitness can also rank different Providers based on the criteria they’ve defined.

Core Health & Fitness Resource Management

Provider managers and Service managers needed to assign skills to Providers based on their ability to complete different work orders. Thanks to Groundswell’s work, service managers now can assign Providers to specific territories/regions and track their location on a work order by work order basis from within the system. Providers can manage their availability for upcoming installations and view their current skill assignments.