From a business case to 10% technician productivity increase with Salesforce Field Service

BOC Australia, part of the Linde Group, quotes, designs, installs and services gas products used in industries like manufacturing, healthcare, food and beverage, electronics, and more. With a robust team of 800 and over 20,000 products, they serve 100,000+ customers with a field force of more than a hundred skilled technicians.


Coming up with the schedule of over a hundred technicians across more than 50 work sites all around Australia is no easy task. It’s actually an absolute nightmare if you don’t have the right technology. Throw in corrective work due to unplanned breakdowns and you’ve got the perfect setup for anxiety spikes. Without a single source of truth to track their customer data and history, their SLAs and KPIs, prioritise jobs and allocations, BOC had a colossal challenge to perform their field service operations.  




Sydney, NSW



The Delivered Solution

To ensure migrating to Salesforce Field Service (SFS) was worth the investment, BOC followed a very pragmatic business case approach and was evaluate to evaluate with fine accuracy the expected ROI.

The business case stacked up and confirmed the ROI within the expected timeframe. Senior Managers and the procurement team were then comfortable with the plan. We were good to go ahead with the implementation.

Route Optimisation:

SFS automatically recalculates travel routes for dispatchers according to priorities and SLAs, leading to a 10% productivity increase.

Decommissioning Redundant Tools:

By reassessing their current system landscape, we helped BOC reduce their licence and maintenance costs.

Enhanced Touchpoint Visibility:

By closely monitoring engagements, work orders, and appointments, we reduced any potential miscommunication.

Process Streamlining:

Freeing the team from tedious manual tasks means they can now focus on value-driven services.

Smart Work Allocation:

Technicians are now deployed based on their skills, proximity, and availability – maximising efficiency.

Insightful Reporting:

With live dashboards, BOC can monitor the performance across roles and use data-driven decisions to elevate service quality.

Our holistic Salesforce setup equips BOC to achieve more with fewer resources, investing more time in enhancing their service value. The foundation of our thriving partnership with BOC is built on mutual respect, open communication, and transparency. We’re excited to help them push their innovation to the next level with the next phases of the project.


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