Transforming Solar Field Service Operations: A 311 CloudConsulting Success Story
Executive Summary
When 311 Cloud Consulting partnered with Solar Negotiators—a leading solar installation and
maintenance company in Austin, Texas—they faced a critical challenge: their Salesforce Field Service
implementation was creating more problems than it solved. Through expert reconfiguration, strategic
optimization, and comprehensive training, we transformed their operations in just six weeks, delivering
over $250,000 in cost savings and reducing scheduling errors by 93%.
The Client's Challenge
About Solar Negotiators
Solar Negotiators has built its reputation on a unique value proposition in the competitive solar market:
they're the only company to include lifetime human monitoring and maintenance in every solar
installation agreement. This commitment to long-term customer success through their "Pros
Membership" program meant they needed a field service solution that could handle complex, multi-year
service scheduling while maintaining operational efficiency.
The Critical Problems
1. Dispatcher Console Dysfunction The existing Salesforce Field Service configuration was creating a
nightmare for dispatchers. Service appointments scheduled years into the future (due to auto-renewal
maintenance plans) were overwhelming the dispatcher console, making it impossible to view and
manage immediate work. The horizon-based filtering system was limiting visibility to only recently
created appointments, effectively hiding critical unscheduled jobs that needed immediate attention.
2. Scheduling Policies Optimizing for Chaos Their default scheduling policy was creating weekend
assignments and after-hours work, disrupting work-life balance and increasing operational costs. The
system lacked the sophistication to handle different priority scenarios—whether customers needed
urgent ASAP service, route optimization for efficiency, or crew utilization for maximum productivity.
3. Broken Optimization Tools The optimization engine—critical for efficient route planning and crew
scheduling—was failing spectacularly. Extremely long processing times, frequent errors during in-day
optimization, and intermittent system failures were creating scheduling bottlenecks. Even when
optimization worked, recently scheduled jobs were nearly impossible to locate on the Gantt chart for
auditing and quality control.
The Business Impact
These technical failures were creating a cascade of business problems:
$250,000+ in annual losses from scheduling errors, customer refunds, and operational inefficiencies
75+ scheduling errors per week leading to customer dissatisfaction and support overhead
Massive time waste on manual booking, routing, and appointment tracking
High customer churn due to poor service delivery and scheduling conflicts
Crew productivity losses from inefficient routing and scheduling
Client:
Location:
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Website: https://www.311cloudconsulting.com/
Our Innovative Solution
Strategic Reconfiguration Approach
Rather than implementing a completely new system, we recognized that Salesforce Field Service had the
underlying capabilities Solar Negotiators needed—it just required expert reconfiguration and
optimization. Our approach focused on three core areas:
1. Dispatcher Console Redesign We completely rebuilt the dispatcher console experience by:
Creating custom date fields that automatically populate far into the future, ensuring all unscheduled
jobs appear in the dispatcher view
Implementing advanced filtering capabilities by Work Type and Department
Configuring the Gantt Display Date field to provide proper visibility without horizon limitations
Establishing clear workflow patterns for daily job review and scheduling
2. Intelligent Scheduling Policy Development We developed three distinct scheduling policies to
handle different operational scenarios:
Customer-First (ASAP): Prioritizes urgent customer requests with immediate scheduling
Reduce Drive-Time (Standard): Optimizes routes for maximum efficiency and fuel savings
Utilization (Fill-Crew Time): Maximizes crew productivity by intelligently filling schedule gaps
3. Optimization Engine Rehabilitation We diagnosed and resolved the optimization tool failures
through:
Performance tuning and configuration optimization
Implementation of proper error handling and timeout management
Enhanced Gantt chart integration for post-optimization job auditing
Establishment of daily optimization workflows that support dispatcher oversight
Technology Stack and Implementation
Our solution leveraged the full Salesforce ecosystem:
Salesforce Field Service: Core scheduling and dispatch functionality
Salesforce Service Cloud: Customer service integration and case management
Salesforce Reports: Advanced analytics and performance tracking
Salesforce Flows: Automated data processing and notifications
Salesforce Console: Streamlined user interface for dispatchers
Custom Automations: Intelligent data entry and processing workflows
The Collaborative Process
Agile Methodology in Action
We implemented a focused 6-week sprint using Agile methodology, recognizing that Solar Negotiators
needed rapid results to address their critical operational challenges.
Daily Collaboration Structure:
Daily standups with project updates and obstacle identification
Slack integration for real-time communication and quick problem resolution
Jira tracking for transparent progress monitoring and issue management
Continuous feedback loops with dispatchers, field technicians, and management
Key Stakeholders Engaged:
NetSuite Consultant (representing 311 Cloud Consulting)
Salesforce Product Owner (Solar Negotiators)
Head of IT (Solar Negotiators)
Field service dispatchers and technicians
Overcoming Implementation Obstacles
The compressed timeline created unique challenges that we addressed through:
Parallel development streams for different system components
Phased rollout approach to minimize operational disruption
Extensive user training to ensure adoption and proficiency
Real-time testing with actual scheduling scenarios
Measurable Impact & Client Success
Quantitative Results
Operational Efficiency Gains:
75% reduction in time spent on booking, routing, and tracking appointments
93% decrease in scheduling errors (from 75+ per week to under 5)
$250,000+ annual cost savings from reduced errors, refunds, and operational inefficiencies
System Performance Improvements:
Elimination of optimization tool failures with consistent, reliable processing
Real-time visibility into all unscheduled jobs regardless of timeline
Streamlined dispatcher workflows reducing manual intervention by 60%
Customer Experience Enhancement:
Dramatic reduction in scheduling conflicts and customer complaints
Improved service delivery through optimized routing and crew utilization
Enhanced customer satisfaction due to reliable maintenance scheduling
Qualitative Outcomes
The transformation went beyond numbers. Solar Negotiators' operations team reported:
Renewed confidence in their field service capabilities
Improved work-life balance for field crews through better scheduling
Enhanced customer relationships due to reliable service delivery
Scalable foundation for future business growth
Long-Term Value & Strategic Impact
Sustainable Operational Excellence
Our solution created lasting value that continues to benefit Solar Negotiators:
Scalability Foundation: The reconfigured system can handle Solar Negotiators' growth plans without
requiring additional major investments in field service technology.
Competitive Advantage: The reliable scheduling and optimization capabilities support their unique
lifetime maintenance value proposition, differentiating them in the competitive solar market.
Operational Maturity: The comprehensive training and best practices implementation created internal
expertise that reduces dependency on external support.
Industry Impact
This implementation demonstrates how proper Salesforce Field Service configuration can transform
service-based businesses, particularly in industries with complex, long-term service agreements. The
success has positioned Solar Negotiators as a model for efficient solar maintenance operations in their
market.
Future Partnership Opportunities
The success of this engagement has established a foundation for ongoing strategic partnership, with
potential for:
Advanced analytics and reporting enhancements
Integration with emerging solar monitoring technologies
Expansion to additional Salesforce clouds and capabilities
Support for new market expansion initiatives
Conclusion
In just six weeks, we transformed Solar Negotiators from a company struggling with field service chaos
into an operationally efficient organization capable of delivering on their lifetime maintenance promise.
The $250,000 in annual savings, 93% reduction in scheduling errors, and 75% improvement in operational
efficiency demonstrate the power of expert Salesforce Field Service implementation.
This case study exemplifies how the right technical expertise, applied with deep understanding of
business operations, can create transformational results that extend far beyond technology
implementation.
Ready to transform your field service operations? Contact us to learn how our Salesforce expertise can drive
similar results for your organization.