The Challenge

The client, a power provider who wishes to remain anonymous, serves a large customer base across multiple regions and previously relied heavily on manual processes such as spreadsheets and phone calls to coordinate their field technicians. This approach led to scheduling conflicts, missed service windows, and growing customer dissatisfaction.

Technicians operated without access to real-time job data or customer history, while compliance reporting remained a labour-intensive task. With service quality declining and operational pressures increasing, the organisation recognised the urgent need for a digital transformation

The Solution

The TEKenable Salesforce division (previously known as Tether) implemented a tailored Salesforce Field Service solution designed to modernise every step of
the field service journey:

• Smart Scheduling Engine: Automatically assigned jobs based on technician skills, location,
  and availability.
• Mobile Field App: Delivered real-time updates, digital forms, and customer insights directly
  to technicians’ devices.
• Customer Notification System: Kept customers informed with SMS and email alerts about
  technician ETAs and job status.
• Integrated Dashboards: Provided real-time visibility into job progress, SLA performance, and
  compliance metrics.

The Outcome

The transformation delivered clear and measurable improvements across the board. The provider
experienced a strong uplift in first-time fix rates and a noticeable reduction in missed appointments.
Job completion became faster and more efficient, enabling technicians to handle more service
calls with greater confidence. Customer satisfaction rose significantly, and compliance reporting
was streamlined through real-time data capture and automated dashboards.