Building on the success of its popular gaming monitors and smart TVs, Singapore-based consumer electronics company PRISM+ has recently expanded into Singapore’s lucrative air conditioning market.
However, this foray into air conditioning presented a series of challenges that required a different approach from their existing consumer electronics operations.
Unlike the relatively straightforward logistics of delivering monitors and televisions, air conditioning installations necessitated site surveys, customised fittings, and extensive coordination.
Initially, the company coordinated appointments via WhatsApp and updated schedules in Google Sheets. However, this quickly proved inadequate for managing the intricate logistics of air conditioning installations
The reliance on WhatsApp and Google Sheets for scheduling site surveys and coordinating installations became a bottleneck. Staff had to manually sift through extensive data to schedule appointments, coordinate teams, and manage customer interactions.
This process was time consuming, prone to errors, and became unsustainable as the number of technicians grew from two to more than 60 teams in just six months.
PRISM+ needed a more robust and scalable solution to handle the growing complexity and volume of air conditioning installations effectively. So the company turned to Salesforce Field Service built on the Einstein 1 Platform to streamline appointment bookings.
PRISM+ also uses Lightning Flow to automate and streamline critical business processes. For example, instead of relying on manual checks and validations, Lightning Flow enforces business rules and validations in real-time.
That is, if all job criteria are met, the workflow proceeds. If not, an automated prompt directs the PRISM+ team to resolve the issue.
Salesforce orchestrates processes effectively and ensures that every step in service fulfillment is executed efficiently. This reduces human error, accelerates service delivery, and contributes to improved customer satisfaction.
Joseph TsaoChief Operating Officer, PRISM+
Before adopting Service Cloud, PRISM+ encountered significant hurdles in integrating customer data across various platforms. This fragmentation resulted in difficulties reconciling customer information and managing order histories accurately.
The company now uses Service Cloud to unify customer profiles and streamline data management processes effectively. It provides a comprehensive view of customer interactions and transactions, and allows the PRISM+ team to create custom objects that unify customer profiles regardless of their purchasing platform.
This capability has improved the accuracy of customer data, enhanced the efficiency of customer service operations, and facilitated better customer segmentation and personalised service delivery.
PRISM+ also places high priority on its Contact Centre with a customer service phone number clearly available on its website, and all customers able to speak with a human customer service agent.
The company has leveled up this commitment with Digital Customer Engagment on the Einstein 1 Platform that’s used to integrate Live Chat and Voice to create seamless, scalable customer service experiences.
From the moment an order is placed on the company’s website, Service Cloud tracks it through to installation and service completion. This has streamlined our operations, reduced manual errors, and ensures a smoother customer experience.
Joseph TsaoChief Operating Officer, PRISM+
Slack also plays a pivotal role in PRISM+’s company-wide operational framework. It ensures that essential information and project updates are readily accessible to all team members to enhance collaboration and transparency.
Slack's integration with Salesforce has further streamlined operations by enabling real-time updates and notifications directly within Slack channels.
It remains a cornerstone of the company’s communication strategy, and supports its commitment to efficient service delivery in the consumer electronics industry.
A business unit in Malaysia is also using Tableau to visualise data in interactive dashboards. Thousands of lines of data are visualised in real time, which enables insights-driven decision-making while freeing up time for the team to focus on driving operational success.
Slack serves as a repository – a sort of dynamic Wiki – where everything is posted. It's invaluable for project management and operational updates. We funnel all information into Slack, which helps drive collaboration and productivity for our teams.
Joseph TsaoChief Operating Officer, PRISM+
By automating the scheduling process for the air-conditioning business unit through Field Service, PRISM+ has significantly improved operational efficiency and reduced appointment booking time from up to 20 minutes to less than a minute. This efficiency enhancement is crucial in ensuring prompt customer service and optimising technician availability.
Additionally, consolidating customer data and automating processes with Service Cloud enables PRISM+ to swiftly address customer inquiries and resolve issues. This efficiency gain directly contributes to higher customer satisfaction levels, crucial in the competitive consumer electronics industry. PRISM+ is now delivering personalised support from the contact centre to the field at scale with trusted data.
Integrating Slack into its operational workflow also fosters collaboration, enhances project management, and maintains organisation-wide transparency.
