Connections Elevator Service Journey
A field-service company needed the full customer-service journey redesigned, from request through dispatch, status updates, and resolution. Delivering a recommended future-state service journey and concept prototype fit to a Salesforce Field Service Lightning environment.
Back to archiveRedesign the full customer-service journey — from request through dispatch, status communication, and resolution — for a field-service company.
Documenting the current process and running a cross-industry competitive/technology scan evaluating SMS, QR, portals, apps, AI, and automation; mapping customer, dispatcher, and technician journeys; prototyping digital touchpoints fit to the sponsor's Salesforce environment.
A recommended future-state service journey and concept prototype supporting 24/7 intake, accurate capture, lifecycle updates, confirmation, and reduced manual entry.