Shape Levels Up Field Service Operations with Salesforce Field Service and ProQuest
Founded in 1989, Shape Australia is a leading construction and project management company with over 7,000 completed projects valued at $9 billion, including landmark works such as Salesforce Tower Sydney, Google and Microsoft offices, the Australian Stock Exchange refurbishment, and NAB headquarters redevelopment.
Shape's Challenge
With over 600 employees working across multiple locations and projects, effective management was a significant challenge due to:
- High volume of coordination and documentation
- Need to adapt to real-time changes without errors
- Desire to be operational within 2 months
- Lack of customer insights, behaviours, and profiling
- Limited operational visibility across stakeholders
- Goals to scale nationally with an automated platform for scheduling and resource management
Why ProQuest
With 12 years of Field Service expertise, ProQuest is trusted by leading Australian organisations such as JB Hi-Fi, Endeavour Energy, Henry Schein, and many more. Our strengths include:
- Deep understanding of operational complexity
- Proven rapid implementation frameworks
- A strong track record in delivering field service excellence
ProQuest’s Solution
To meet Shape’s timeline and goals, we implemented our ProFS (Field Service) Quick Starter Package, specifically designed to achieve smart scheduling and field service excellence within just 6 weeks. This implementation delivered:
- Centralised Platform for Customer Data and Transactions: unified management of customer interactions and service records
- Work Order Management and Visibility: real-time assignment, status updates and safety reporting across locations
- Smart Scheduling, Prioritisation and Quoting: optimised job allocation and integrated quoting via the Field Service app
- Resource Utilisation, Reporting and Forecasting: improved use of people and equipment, revenue forecasting, job tracking and business performance monitoring
- Email to Case and Structured Case Management: automated case creation from customer emails with full visibility through to resolution
The Result
Shape now gets the right technicians to the right job at the right time, with:
- Technicians are now dispatched faster and more accurately, improving on-site efficiency
- Scheduling cycles have been streamlined, reducing admin effort and delays
- Customer service teams have full visibility from case creation to resolution
- Leadership can now make data-driven decisions using live operational dashboards
- The business is positioned to scale nationally with confidence and lower overheads
Testimonial
“From the very beginning of the project, there was a strong cohesion between the SHAPE team and ProQuest. The technical resource understood what we were trying to accomplish and helped us get there. The communication throughout was excellent and we finished on time and under budget!”
Richard Massey, Group Manager Business Technology, Shape Australia
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