While WBP Group has been working on the wider rollout of Field Service Lightning, COVID-19 has presented a more urgent challenge. A large part of the firm’s work involves valuers travelling to properties and inspecting them physically. However, the spread of the coronavirus and new social distancing and quarantine guidelines required WBP Group to change how it was operating. An obvious solution was to offer virtual valuations. It was something that WBP Group had talked about in the past, and while its banking partners had been hesitant about the idea before, the company was able to get them on board in less than one week.
It was Thursday, 12 March and late in the afternoon the decision was made to move forward, and by 6:30pm that same evening, one of the firm's developers presented SightCall as a solution. Available from the AppExchange and integrated with Service Cloud, SightCall could be easily and quickly embedded into the firm’s existing IT infrastructure. This made it an attractive solution for the long term—as opposed to standard video conferencing which would have been a short-term fix.
WBP Group started implementation right away and within two weeks it was able to go live, becoming the first in the industry to offer such a solution. Now, customers can opt for their valuations to be done virtually if they feel there is a risk in having someone onsite. They simply select the option upon booking and are sent a link to an app. Once downloaded, the app then guides them through the steps needed to complete the virtual inspection. The data flows back through Service Cloud where valuers can access it and complete their report.
In delivering this solution now, WBP Group has been able to ensure business continuity while prioritising the safety and wellbeing of customers and employees. It has also fast tracked the use of virtual valuations in Australia; based on the industry’s previous hesitation about going virtual, this could have taken months.
Another benefit has been the engagement and excitement of employees. They are not only pleased to be able to work from home, but excited that WBP Group is leading the industry with this innovation.
“Moving to Salesforce has been a positive experience for employees and they’re genuinely excited to do virtual valuations—especially as there were concerns over whether we’d even be able to operate,” said Smith.
WBP Group is already expanding its use of SightCall to provide valuers with technical assistance onsite and to provide customers with a more accurate timeframe on when they can expect jobs to be complete. In the future, it will be used to deliver on the job training and support for less experienced valuers.