Briggs Fire and Security

Summary of Solution Components:

Sales Workflow: Lead, Account, Contact, and Opportunity setup
Product Catalogue configuration
Pricing setup for products and services
Site and Account setup to distinguish legal entities and working sites
Quote process and asset management

Service Cloud:
Service contract setup
Maintenance contract and work order setup
Work order creation from Opportunity or Case
Automation of work order generation for services under maintenance contracts
Reactive work order generation and management
Scheduling policies, dispatcher console setup, service territory, and field agent configuration
FSL Mobile App customization

Invoicing:
Complex and custom invoicing processes for different types of clients (installation, service, minor works, reactive)
Consolidation invoices for customers
Work order-specific invoices
Credit note management

Enhancement to Work Order Scheduling and Management:
Improved scheduling of work orders
Enhanced management of work order-related activities

Experience Cloud:
Customer portal for job status monitoring and access to assigned contractors

Outcomes and Benefits:
• Seamless handover from Sales to Service, eliminating manual processes and improving communication.
• Automation of contracts and work order management, reducing manual efforts and improving operational efficiency.
• Efficient assignment of jobs based on skills, availability, and location, enhancing field workforce productivity.
• Flexibility in generating consolidated or individual invoices, catering to client preferences.
• Enhanced visibility into maintenance contracts, enabling identification of opportunities related to warranty or end-of-lifespan products.
• Empowered customers with a 360-degree view of their relevant information, leading to improved satisfaction and self-service capabilities.
• Reduction of administrative personnel from 5 to 1, leveraging the platform’s automation capabilities.

Conclusion: By implementing Salesforce Core platform and Salesforce Field Services, Adapt-IQ successfully transformed Briggs Fire and Security’s operations, enabling seamless Sales to Service handover, automating processes, and improving customer experience. The solution delivered significant benefits such as enhanced operational efficiency, optimised job assignment, and improved visibility into customer information. Briggs Fire and Security can now effectively manage costing and invoicing while providing a superior level of service to its clients across the UK.