Building a Custom Application on force.

com platform using

Field Service Lightning.

Our Customer...

Pod Point is the UK's leading provider of charging infrastructure for electric vehicles, based in London England. It provides charging units
for home, business and public use. Since forming in 2009, Pod Point is one of the UK’s largest public networks, connecting EV drivers with
hundreds of charging stations nationwide at locations such as Sainsbury’s and Southern Rail. Pod Point operates the Open Charge network
which aims to offer a charge point everywhere Drivers Park for an hour or more. The Open Charge network is accessible via the Pod Point
Smartphone app.

Through the network of home, workplace and public charging points Pod Point have already powered over 44 million miles of EV motoring.
What bothered them…

Pod Point has over 40,000 charging points and they need to provide support to this huge network. Earlier client was using a simple app, which
was barely satisfying their growing business need. The app didn’t have the required capability to manage the field service resource status and
customer’s feedback on provided service. Managing this entire operation manually, was time consuming. To provide support to this large
network, they wanted well managed and time saving system to track their service resource on the field from the app.
What we did…

● We provided them with salesforce Field Service Lightning (FSL) system using force.com platform. FSL has the capability to automate the end
to end process to handle a customer complaint for field service, assign an engineer, schedule work, capture feedback and reporting. A thorough
understanding of the business processes and customize FSL to deliver that, id key to a successful implementation.

Figure: Dispatcher Console

Support Agent can set operating hours, skill sets, and standard appointment requirements unique to the organization.

Figure: Operating Hours

● Dispatcher can optimize scheduling according to the organization’s work rules and scheduling policies also can see a bird’s-eye view of
appointment lists, scheduling actions, a resource availability chart, and an interactive map in the dispatcher console. The field engineer can
view and edit their appointment schedule and he can check on work orders, reach contacts, and verify addresses.
 Figure: Dispatcher Map View

Business Value Realized by Customer…

● The team of field engineers now have real time access to their work stack, knowledge database, and Realtime inventory status, right from
their mobile while at customer site or on the move. They also have the ability to submit the site visit report from their mobiles. This resulted
into enormous improvement of employee productivity and satisfaction.
● When the Support Agent Schedules Work Order then the Customer gets an email to confirm about the timing. Also, the support engineer is
notified. This resulted into better coordination between Pod Point and their customers, and increased CSR rating manifold.