Salesforce Field Service migration for a water utility

South America's leading water and sanitation utility needed to migrate its field service management platform from ClickSoftware to Salesforce Field Service — a technology change that had to happen without interrupting the water supply operations serving millions of people.

Project complexity

• A full migration from ClickSoftware to Salesforce FSL with operational continuity
• More than 1,000 technicians across multiple regions serving critical infrastructure
• A complex technology ecosystem: integration with 6 enterprise systems including a legacy CRM, ERP, GIS and telemetry
• Distinct processes for drinking water, sewerage, network maintenance and emergency response
• Strict regulatory requirements for response times and traceability

The main risk was the transition itself: any dispatch failure during the migration could cause supply outages and regulatory penalties.

We designed and delivered an end-to-end implementation project using a phased methodology, minimizing operational risk:

Migration strategy

• Thorough discovery of operational processes, work order types and existing business rules
• An integration architecture connecting Salesforce FSL to the legacy CRM, ERP, GIS systems and telemetry platforms
• Historical data migration: work orders, assets, territory configurations and dispatch rules
• Scheduling optimized by geographic zone and technical skills
• Large-scale training: a phased program for technicians, dispatchers and supervisors
• A progressive regional go-live to minimize operational impact

Integrating 6 systems was the hardest technical piece — every data flow required mapping, transformation and two-way validation.

The migration was completed successfully, leaving the utility on a modern, scalable platform:

• More than 1,000 technicians working in Salesforce Field Service
• 6 enterprise integrations running in real time
• Shorter dispatch times and better operational visibility
• Full traceability of every intervention, meeting regulatory requirements
• A platform ready to scale to new zones and service types

The utility moved from an unsupported legacy platform to a modern, integrated Salesforce ecosystem able to keep evolving.