SFDC – Utilities – Custom Development – Success Story

Client Overview

The client is a Europe-based leading water services provider, providing water supply to both industrial and domestic consumers.

Business Challenge

  • The client was responsible for supply and monitoring of water distribution in eight cities within the country, covering a total area of 8000+ sq. miles. The client had multiple, disparate systems for managing its various operations like Asset management, Maintenance & break-fix repairs, Meter Management, Inventory management and Work Management. The client was facing challenges with monitoring and maintaining wanted to have a single unified system to manage and maintain all these processes.

  • The Salesforce-based Enterprise Field Services Applications suite needed to have the following features:

    • Multi-site asset tracking

    • Work Order History

    • Asset Criticality

    • Warranty Information

    • Hour Meters, Odometers, Consumption Meters and their maintenance & management

    • Calendar and Meter-based scheduling

    • Automated Work Request Entry

    • Downtime tracking

    • Inventory Management

    • A mechanism to view billing information such as latest bill, previous bills, current payment options, contract length and transaction history

    • Integration with external systems for data presentation and water alerts and news

    • Value Added Services for end users such as Water Efficiency Audits and leakage fixes

    • A mechanism for end users to review consumption and billing data

    • Ability to live chat with client support team

  • Additionally, these features needed to be available over a mobile app to ensure anytime, anywhere access to the application and data within

Technical Requirements

  • Salesforce 1

  • Aura Framework for Lightning

  • Visualforce

  • Apex

  • JSON

  • JavaScript

  • JQuery

  • HTML/CSS

  • Service Cloud

  • Web Services

Solution Strategy

Eternus Solutions reviewed the objectives and worked with the client to implement a single integrated solution to aggregate data from various external systems by leveraging the Salesforce Sales & Service Clouds, Salesforce 1 & Lightning as the implementation technology stack. This implementation included the following:

  • Comprehensive solution for tracking the inventory, asset and their requisitioning through a single, unified system

  • Automated system for logging and managing work requests for repair and maintenance

  • View and display warranty information for all spare parts, along with their inventory details

  • View consolidated billing and invoice information

  • Display water alerts relevant to properties along with details

  • Implementation of Service Cloud for provision of capability to raise and monitor cases, and live chat with the support team

  • Water alerts through external web services, triggers, classes and Visualforce page

  • Email and SMS notifications

  • Third Party Integration using external web services for After Hours support

  • Email Service for Work Request Entry

  • Configuration of new page layouts, profiles and flows for implementation of requisite functionality

  • Data Model changes, configuration of roles and profiles to align the business process

  • Single-page Lightning App leveraging Salesforce 1 detail page as and when required

Development Methodology

  • Create updated data model in sandbox

  • Build new business process triggers, classes and Visualforce pages

  • Test with input from client end users

  • Functionality release to Full Copy Sandbox upon successful tests

  • Functionality release to Production upon successful FCS tests

  • Development using SFDC standards and best practices

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