Telecom News Issue 2 - Flipbook - Page 19
Salesforce Field Service
Lightning and Service Cloud
Written by Chaitanya Kurusala | Morrison Telecom Services
Background
In the April edition, we briefed you on our
Field Service Lightning (FSL) project. This is
an update of what has been achieved in the
past six to eight weeks and the current status
of our journey.
We started our work on proof of concept
in May, with around 25 business scenarios
identified as the success criteria which will
also make up to 60% of functionality required
in the live system.
User groups from back office operations, on
field engineers were identified who would
test the scenarios and give feedback to the
senior management.
Proof of concept was successfully
demonstrated to the key stakeholders and
senior management within six weeks and the
required licences have been procured to go
ahead with the additional configuration and
deployment to live environment.
Approach and project timelines
Agile approach will be used to deliver the
required output with constant engagement
with the key stakeholders. This approach will
give us the required regular business inputs
and feedback from the identified users who
will champion the FSL implementation.
The aim is to get FSL into business as usual
by end of July, manage the change/training
and stabilise by mid-August, then embarking
on the journey to enhance the system
capability to handle managed services/
projects end-to-end delivery.
Key benefits and outcomes targeted in phase 1
• Increase in operations efficiency by reducing duplication and reduced driving times
• Resource management module to manage engineer qualifications and certifications including
management of shift patterns/rotas
• Mobile app linked to share key updates to and from sites
• Dashboards on contractual KPIs/SLAs
• Dashboards on productivity and utilisation
• Timesheets process which can be incorporated to P&L reporting
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