Salesforce Service Center and Field Service Implementation
Salesforce Service Center and Field Service Implementation
OVERVIEW
- Founded in 2007 and headquartered in Newark (California), Lucid Group, Inc. is a manufacturer of electric luxury sports cars and grand tourers. Lucid vehicles are designed in California and the company has a manufacturing plant in Arizona.
- Lucid Motors wanted to implement a cloud service solution that would allow them to provide white glove service consistent with their brand to their high-end vehicle customers. This included Service Center and Field Repair requirements with a goal of 80% of service delivered in the field.
- This FMS solution was designed to leverage Salesforce Service Cloud and Salesforce Field Service to provide core functionality around the following business processes:
- Case Management.
- Service Write-Up.
- Service Dispatch.
- Perform Service.
- Complete Service & Delivery Prep.
- Over the Counter Part Sales.
- Delivery of Serviced Vehicle.
- Approved Body Shop Part Sales.
- Pre-Delivery Inspections.
- Kronos Workflow Support.
- Payroll Support.
SOLUTION PROVIDED BY PEOPLE TECH GROUP
People Tech created an enhanced system to support Lucid Motors Service operations. The project is divided into two phases with multiple deliveries and releases.
Enhanced Processes – Service modules processes being enhanced by customizing Salesforce workflows and functionality in addition to leveraging Salesforce Community and Digital Engagement modules.
Fully Integrated Systems – Customer experience being improved by integrating the Service applications with Lucid’s web, mobile and in-vehicle experiences, implementing payment services, as well as integration with Lucid’s service tool and JIRA.
Localization – The Service applications being localized to support Lucid’s global rollout plans including:
- Canada.
- Europe.
- Saudi Arabia.
BENEFITS
- Implemented best-in-class Service and Field Service process support to Lucid Motors customers.
- Web-to-case Integration.
- SMS communication with customers.
