Case Study: Real-time Technician Tracking & Scheduling with Salesforce Field Service

Industry: Consumer Services

Solution Area: Salesforce Field Service (SFS), Appointment Assistant, Real-Time Tracking, Self-Scheduling

Key Features: Real-Time Location Tracking, Map-based UI, Self-Service Appointment Booking & Rescheduling

Business Challenge

A leading Consumer Services company provides on-demand home services where customers book appointments for technicians to assist them at their home with various home services. The service faced key challenges:

• Inefficient Scheduling – Customers had to call to book or reschedule appointments, increasing operational workload.

• Lack of Real-Time Visibility – Customers couldn’t track technicians en route, causing frustration and support calls.

• High Call Volume – Many inquiries about technician ETAs and scheduling changes.

• Operational Inefficiencies – Manual dispatcher adjustments caused delays.

• Customer Frustration – Limited transparency on arrival times.

  
  

Solution Overview

We deployed two major enhancements using standard Salesforce features:

1. Technician Tracking with Live Map

   • Standard Real-Time Location Tracking in Salesforce Field Service.

   • Salesforce Appointment Assistant in the Customer Portal for real-time tracking.

   • Automatic GPS Updates via Field Service Mobile App.

   • No custom LWC or development—leveraged out-of-the-box tracking.

     
     

     

2. Self-Scheduling & Rescheduling

   • Standard Salesforce Self-Scheduling Component for booking/rescheduling.

   • Real-Time Availability Check using native scheduling optimization.

   • Automatic Appointment Updates—instantly reflected without dispatcher intervention.

   • No custom UI development—used Salesforce’s standard self-scheduling.

     
     

Technical Implementation

System Architecture

Component	Purpose
Service Appointment	Represents customer booking & technician assignment.
Assigned Resource	Tracks technician details & availability.
Field Service Mobile App	Captures real-time GPS coordinates.
Salesforce Appointment Assistant	Displays live technician location.
Real-Time Location Tracking	Pushes real-time location updates.
Self-Scheduling Component	Enables booking & rescheduling.
Standard Scheduling Automation	Optimizes technician schedules.

Workflow

Technician Tracking Flow

1. Customer books an appointment → Service Appointment created.

2. Technician assigned based on skills & availability.

3. Technician status updates (Scheduled → enroute).

4. Real-Time Tracking Activated:

   • GPS data fetched via Field Service Mobile App.

   • Appointment Assistant updates the live location.

   • Customers track movement until the Onsite status.

5. Job completed → Tracking stops.

   
   

Self-Scheduling & Rescheduling Flow

1. Customer accesses portal → Opens Salesforce’s self-scheduling UI.

2. System checks real-time technician availability.

3. Customer selects a time slot → Validated before confirmation.

4. Service Appointment updated, technician assignment optimized.

5. Customers modify appointments without calling support.

Result & Business Impact

Key Metrics After Implementation

📉 30% Reduction in customer support calls for tracking & scheduling.⏳ 20% Improvement in on-time arrivals with better route optimization.📈 15% Increase in Customer Satisfaction (CSAT) with self-service options.📅 40% Reduction in manual scheduling—dispatchers no longer manage bookings.

Customer Experience Benefits

• Before: Customers had to call support to check technician ETA and reschedule.

• After: Customers self-track technicians and modify appointments seamlessly.

Franchise & Dispatcher Benefits

• Better Technician Routing – Optimized travel time via real-time tracking.

• Automated Notifications – Instant alerts for appointment changes.

• Increased Booking Efficiency – 24/7 self-service removes dependency on business hours.

  
  

Conclusion

By implementing standard Salesforce Field Service features, the company achieved: 

• Higher operational efficiency

• Reduced support workload

• Improved customer satisfaction

Key Benefits for Customers

• Real-time tracking of technicians via an interactive map resulted in increased customer trust and reliability.

• Seamless booking and modification of appointments independently with Salesforce self-scheduling.

  
  

🚀 Want a Similar Solution? If your business needs real-time tracking & self-service scheduling, contact us at support@winobell.com or +1 (437) 253-5469 to understand Salesforce Field Service best practices and maximize efficiency!