There’s nothing we need to do in our business over the next three years that Salesforce won’t enable us to achieve.”

John McVicker, Founder and Managing Director
 
 

In an industry that competes primarily on costs, Best Technology Services competes based on its incredible reach. The IT services firm delivers more than 250,000 field service jobs a year throughout Australia – even in the most remote locations. And while its competitors rely heavily on partners and subcontractors, Best Technology Services subcontracts less than 1% of its jobs.

The firm has a 300-strong team that stretches from Sydney to Perth, covering all the regional areas in between. Today, these technicians are all connected on Salesforce Field Service. So whether a customer requires a one time installation or 700 branch upgrade, Best Technology Services can ensure consistent results.  

“By employing our own national field services team and enabling them with Salesforce, we can provide the same great service to everyone, no matter where in Australia they’re based,” said John McVicker, Founder and Managing Director of Best Technology Services. “We can differentiate ourselves in a more meaningful way.”

Best Technology Services manages complex projects for Australia’s leading technology vendors, systems integrators and resellers. Many of these are installations or upgrades involving multiple sites and tight deadlines. Connecting technicians on Salesforce gives management a clear line of sight into the field. They can confirm technicians have arrived as scheduled, and track how work is progressing. They can also step in when required to prevent any delays.

“We might have technicians out performing upgrades at 20-30 sites in a single evening. With the Field Service app, I can check in on them in real-time rather than ringing up 20 engineers,” said McVicker. “I can get the information I need to report back to customers straight away. There’s no more waiting for the guy in Dubbo to wake up and send me an email.”

 

We might have technicians out performing upgrades at 20-30 sites in a single evening. With the Field Service app, I can check in on them in real-time rather than ringing up 20 engineers. I can get the information I need to report back to customers straight away. There’s no more waiting for the guy in Dubbo to wake up and send me an email.”

John McVicker, Founder and Managing Director

Best Technology Services previously used another field services tool but it had become complicated to the point it was no longer helpful. The firm wanted a solution that was more intuitive and could work on any device. A flexible licensing model was another requirement that many vendors eschewed.

“Being part of the gig economy, we have some contractors who might do ten jobs a year and others who will do 100. We didn’t see the need to take out a license for each one,” said McVicker. “Salesforce was the only technology company invested in our success and willing to make it work.”

Salesforce also offered fast and simple onboarding. Once Field Service was implemented, technicians could download the app on any device and get started right away.

Best Technology Services worked with ProQuest consulting to implement Field Service in just eight weeks, making it the first Australian company to go live.

Technicians now use it to schedule and manage jobs. They can view a customer’s history and see what’s been installed or repaired in the past. They can add updates and photos as they work. When there are multiple technicians on the same job, these updates are automatically consolidated to give management instant visibility into what’s happening in the field.

Next, Best Technology Services plans to use Force.com and CPQ to automate business from quote to cash. It plans to use Communities and Marketing Cloud to get closer to customers and employees.

“There’s nothing we need to do in our business over the next three years that Salesforce won’t enable us to achieve,” said McVicker

 

 
 
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