An innovative pilot program provides seamless customer service
Popular, on-the-go, car servicing company invests in Salesforce to provide an auto diagnostic service that meets customers where they are.
Provides unique, advanced service to their customers, expanding marketshare
Streamlines processes internally for smoother operations and increased efficiency
Provides unique, advanced service to their customers, expanding marketshare
Streamlines processes internally for smoother operations and increased efficiency
About the company: A Trusted Household Name in Automotive Service
This car repair servicer is one of the most trusted and recognized automotive brands in the country. As the world's largest franchisor of transmission specialists and car repair shops, they operate over 600 franchise stores in the United States and Canada. Whether they are fixing broken transmissions or changing their customer's oil, they have proven customer loyalty over the last 50 years.
Introducing On-The-Go Field Service: Car Diagnostics That Come to You
What if a diagnostic field service technician could come directly to your location — free of charge — diagnose the issue with your vehicle, and hand off any needed repair work seamlessly to the nearest shop? That was the vision behind this company's innovative pilot program, built on Salesforce Field Service management software by NeuraFlash.
Let’s take a look back at how this idea came to life.
This trusted business has served more than 35 million drivers, and over the last few years saw a strong need in the car diagnostic space for better customer service.
With appointment times filling up fast and frustrated customers waiting in stores, this trusted business recognized a critical gap in their field service management solution: customers needed a way to access field service support on their own terms, without disrupting their already-busy day. They turned to Salesforce and NeuraFlash to launch a pilot program that would meet customers exactly where they are — combining field service scheduling, field service automation, and a seamless self-service experience into one connected, end-to-end solution.
Busy people don’t have time for car problems
Does this situation sound familiar?
You’re driving home after yet another busy day at work, with a long to-do list when you arrive home, and suddenly, the red warning light pops up on your dashboard. Great - another thing to handle during this crazy week. You make it into your driveway wondering when you will have time this week to take your car to the shop.
With this new mobile field service solution, there's no need to go anywhere. A quick search takes customers to a clean, intuitive portal — powered by Salesforce Experience Cloud and Salesforce Field Service — where they can complete the entire intake process in minutes:
- Input your information: Name, Vehicle Year, Make, Model, and a brief description of the issue. Easy!
- Answer simple questions such as, ‘does the car start?’ Yes or No? Turn the ignition one more time, and hear the light vibrating hum. Yes!
- Select the type of work you need (tow, no tow), enter your phone number, your email, the address you want to be met, etc!
- Pick a time
- Done!
Behind this seamless service system, built by NeuraFlash, is the magic of the Salesforce platform!
Salesforce: The platform behind the customized solution
This new service solution doesn’t end when you submit your case though. The automation powered by Salesforce continues as the customer receives automated text messages detailing the field technician's status and estimated arrival time. This is field service scheduling software and field service workflow automation working together in real time: no manual dispatch, no phone tag, no uncertainty for the customer.
Once the car’s issue has been diagnosed, an auto-generated service report is immediately sent to the customer. This is where future work is passed off to the non 'on-the-go' unit, all powered by the connection between Salesforce Field Service (surfaced for the customer via an Experience Cloud portal) and Salesforce Sales Cloud. Customers who are serviced by this trusted business have their information directly created as a new case for the closest location. The store manager then has all the information needed and can reach out to the customer to discuss the recommended work that needs to be done.
This is field service data capture and field service reporting operating seamlessly within the Salesforce Field Service cloud: every diagnostic detail captured, documented, and delivered without manual effort.
How the Field Service Management System Works End-to-End
Once a customer submits a case through the Experience Cloud portal, the Salesforce Field Service scheduling engine identifies and routes the best field service agent for the job is routed to their vehicle at the selected service time.
The field service management software notifies the customer when the technician is en route and again upon arrival — keeping the customer informed at every step without any manual outreach.
The tech performs the diagnostic and identifies the issue, or alerts the customer of additional needs in cases that require a more in-depth diagnostic. Whether or not the service will be completed by this company, at the end of the evaluation, a service report is automatically generated when the technician finishes documenting the service, which they can do on their mobile device, live, or onsite. This service report is then sent via text message to the customer.
Once complete, one of two things will happen.
- The dealership is identified as the only option for the repair — the customer is informed and routed accordingly
- The service need is identified — a Sales Cloud opportunity is generated and assigned to the nearest store manager, who follows up to bring the customer into the shop and close the business
This end-to-end field service automation — from digital intake to diagnostic dispatch to auto-generated field service reporting to sales handoff — is a textbook example of what a modern Salesforce Field Service management solution looks like when it's built right.
The Results: A Successful Pilot With More on the Horizon
The pilot program has been a clear success. Every location included in the pilot has seen an increase in revenue, driven by the seamless handoff from field service diagnostics to Sales Cloud opportunity management. Most notably, the program has delivered 25% call deflection — a direct result of the self-service field service scheduling portal replacing inbound phone-based appointment requests.
For a field service company with over 600 franchise locations, these results represent significant scalable potential. The combination of Salesforce Field Service management software, Experience Cloud self-service, field service automation, and Sales Cloud integration creates a field service management platform that doesn't just improve the customer experience — it actively drives new revenue and operational efficiency across the entire network.
