Field Nation + Salesforce = Pivital Success

How Pivital leveraged Field Nation's Salesforce integration to improve service efficiency and transparency

April 24, 2023

Customer

A global provider of onsite IT services with coverage in 150+ countries. The company provides 24x7x365 deployment and break/fix capabilities to ensure clients’ technology is available when they need it.

Challenge

Before using the Field Nation-Salesforce integration, their team had to ‘swivel’ between platforms, doubling the work.

Solution

The integration enforced a large time savings by allowing for real-time updates on project status with end clients.

Summary
Pivital has been a Field Nation customer since 2014. They initially chose Field Nation to help source a large network of skilled technicians for their field service needs. By using on-demand labor to complement its full-time engineers, Pivital has increased cost efficiency and improved service delivery.

Pivital uses Salesforce Service Cloud to capture and manage service requests from clients. Before integrating Salesforce with Field Nation, they used two screens to manage work orders, one for the Field Nation platform and the other for Salesforce.

RESULTS

Over $6.6M of work enabled by integration over a 12-month period
Bi-directional inputs reduced swivel chair updates between SFDC and Field Nation by 20-25%
Enhanced visibility leading to improved project management efficiency

Skillsets found on Field Nation

Cabling and wireless

Point of sale

Desktop/laptop

Network equipment rack and stack

Network equipment configuration

"Before using the Field Nation-Salesforce integration, our team had to ‘swivel’ between platforms. This meant double the work and was definitely not optimal. The integration has saved time and allowed us to provide clients with real-time updates on project status, which is critical for our business."

Vice President of Service Solutions and Engineering

Jason Gay