BSA Boosts Customer Engagement and Operational Efficiency with Salesforce

Operational Excellence with a Strategic Leap of Salesforce Solutions

When BSA, a leading Australian technical services contracting company, sought to elevate their business processes, they turned to Sedin for a comprehensive Salesforce solution. Renowned for their innovative and flexible approach, BSA needed a cutting-edge CRM system to match their commitment to excellence and continuous improvement.

With tailored solutions spanning Salesforce Sales Cloud, Service Cloud, Field Service Lightning (FSL), and DevOps, we redefined how BSA delivers value to their clients.

What we anticipated along the journey

BSA faced a set of unique challenges as they sought to enhance their operational efficiency and customer service excellence. With an expansive portfolio and a commitment to continuous improvement, the client needed robust solutions tailored to their specific needs across sales, service, and field operations.

One of the primary challenges was optimizing the Sales and Service Clouds to streamline customer interactions and drive more insightful engagement. Their existing processes lacked the seamless integration and visibility needed to align the sales and service teams effectively, leading to delays and inefficiencies in delivering customer value.

Implementing Field Service Lightning (FSL) was another critical challenge. BSA required a solution that could handle the complexities of managing their large field service workforce, ensuring technicians were optimally assigned and equipped to deliver on-site services. Coordinating schedules, minimizing travel times, and ensuring first-time resolutions were areas that needed significant enhancement.

DevOps implementation posed a considerable hurdle. Their development lifecycle was constrained by manual deployments and fragmented workflows, slowing down innovation and leaving room for errors. They required a scalable and automated DevOps framework to accelerate releases, improve quality, and reduce downtime.

BSA sought to not only resolve these operational bottlenecks but also lay a foundation for future growth, ensuring their technology stack aligned seamlessly with their vision of delivering flexible and customer-centric solutions.

Future-Ready Salesforce Ecosystem in Action

Our engagement with BSA was rooted in a comprehensive analysis of their existing systems, operational challenges, and strategic goals. Here’s how we meticulously crafted a solution to address their needs and drive transformative results:

Collaborative Roadmap Creation

We began by conducting an in-depth analysis of BSA’s current systems and processes. By working closely with their IT and business teams daily, we mapped out roadblocks, gathered requirements, and developed a tailored roadmap to align their Salesforce ecosystem with business objectives.

Advanced Development with Lightning Components

Leveraging Lightning Web Components (LWC) and the Aura Framework, our team revamped BSA’s Salesforce platform. We optimized their Sales and Service Clouds, enabling seamless integration, intuitive user interfaces, and robust functionality that empowered their teams to work more effectively.

Field Service Transformation

To address the complexities of field operations, we implemented Field Service Lightning (FSL). This included crafting solutions for automated scheduling, real-time technician tracking, and precise resource allocation, ensuring faster, more efficient service delivery. DevOps Enablement

To modernize their development lifecycle, we implemented CI/CD pipelines using tools like GitHub, ANT, and Bitbucket. This automation eliminated manual deployments, reduced errors, and accelerated time-to-market for new features and updates. Data Migration and Deployment Support

We facilitated smooth data migration and production deployment, ensuring a seamless transition with zero downtime. Our team provided hands-on support during deployments, aligning with BSA’s operational requirements and maintaining uninterrupted service. Dedicated Offshore Support

To ensure ongoing success, we provided continuous offshore support during Australian business hours, offering real-time assistance to BSA’s team and addressing any emerging needs promptly.

Empowering the client to make informed decisions for their business 

Our Salesforce development solutions transformed BSA’s operations, delivering measurable improvements across their business landscape. By optimizing Sales and Service Clouds, implementing Field Service Lightning (FSL), and enabling DevOps automation, we streamlined workflows, reduced manual intervention, and enhanced customer-facing operations.

The result was a significant boost in efficiency, enabling faster decision-making, improved service delivery, and stronger customer relationships. With real-time data insights, BSA gained better control over field operations and a comprehensive view of customer interactions, driving both satisfaction and retention.

Our CI/CD and DevOps enablement reduced deployment times, increased accuracy, and allowed the IT team to focus on strategic initiatives rather than operational bottlenecks. The scalable solutions also positioned BSA to adapt seamlessly to future growth and changing market needs.

With offshore support aligned to their time zone, the client experienced round-the-clock assistance, ensuring uninterrupted operations and a smooth transition to the upgraded system. This holistic transformation not only saved time and resources but also elevated BSA’s ability to compete in a dynamic environment.