Integrated incident and case steering
Incident, case, and follow-up actions were standardized via quick actions, explicit object relations, and clear operational handovers.
Success Story
Field service and claims operations rebuilt on Salesforce
An integrated platform for incident steering, mobile appointment flows, material and billing logic, plus reporting and governance in a high-volume service environment.
A globally active provider for claims handling and technical on-site services needed to unify case steering, mobile execution, material flows, billing, and dunning into one operating model. The result is a Salesforce-based end-to-end platform combining standard objects and custom domain objects in a robust operational architecture.
Field service project context
What was delivered
Mobile field service flows for appointments and timesheets
Service appointment, work order, and time processes were digitized with mobile flows for start/end of active and preparation times.
Material, device, and warehouse operations in one model
Device movements, product requests, transfers, and stock transactions were merged into one consistent process and data model.
Quote, order, invoicing, and dunning processes
Commercial core flows from sales elements to invoice correction were embedded into the same platform, including dedicated dunning logic.
On-site documentation with photo and reporting flows
Checklists, measurements, site reports, and photo capture/upload were standardized for field teams and office handover.
Governance via approvals, rules, and data quality controls
Approval workflows, duplicate/matching rules, and object-level controls provide transparent decisions and stable master data quality.
Scalable Apex and Lightning architecture
A modular Apex layering pattern (handler/service/selector), combined with Lightning UI, flows, and quick actions, supports controlled change.
Operational reporting and management visibility
Custom report types, dashboards, and country-specific structures deliver transparency on throughput, quality, and operational KPIs.
Initial project situation
High process complexity across many domains
Claims control, scheduling, material operations, and billing were tightly coupled and required extensive cross-team coordination.
Mobile execution with heterogeneous field workflows
Time tracking, appointment status, and on-site documentation needed a reliable and user-friendly mobile process model.
Strong governance and authorization requirements
Country, role, and function differences required a detailed permission set and approval model.
Operational stability at high technical breadth
Large volumes of Apex classes, triggers, flows, actions, and pages had to be coordinated with release and quality discipline.
Technical strengths
Step 1
End-to-end process model from incident to dunning
Operational service processes and commercial downstream flows were connected in one consistent control model.
Step 2
Architecture with explicit separation of responsibilities
Business logic, data access, and UI interactions were modularized, keeping extensions predictable and testable.
Step 3
Mobile-first execution for field teams
Critical service steps were optimized for mobile interaction to reduce cycle times and improve real-time data capture.
Step 4
Governance and quality framework for sustainable operations
Linting, unit tests, approvals, and role-based permissions stabilized delivery and day-to-day operations in a complex Salesforce setup.
Planning a field service transformation?
We can map incident control, mobile field execution, material operations, and billing into a robust end-to-end Salesforce operating model.
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