Field service transformation in the energy sector

Two of Latin America's leading energy utilities faced a critical challenge: their field service management platform — inherited from a ClickSoftware migration — needed a deep overhaul to stay competitive.

The problem

• A legacy post-migration platform carrying accumulated technical debt
• Operational processes that did not take advantage of native Salesforce Field Service capabilities
• A degraded experience for field technicians and dispatchers
• The need to add new operational workflows without disrupting 24/7 operations
• Managing more than 2,500 technicians spread across multiple regions

The complexity lay in both operations being mission critical — any interruption in dispatch directly affects the electricity supply of millions of people.

We implemented a managed support model with continuous evolution, pairing corrective maintenance with improvements planned in cycles:

Areas of work

• Technical optimization: refactoring inherited configurations, improving dispatch rules and scheduling policies
• Functional evolution: new workflows for emergency orders, preventive maintenance and commercial service
• Operational improvement: redesigned assignment, escalation and real-time tracking processes
• User experience: redesigned mobile interface for technicians and dispatcher console
• Integrations: connections to GIS, ERP and smart metering platforms

The approach was incremental — releasing improvements every two to three weeks without interrupting operations, with validation in staging environments before each deployment.

The ongoing transformation has produced measurable results for both operations:

• More than 2,500 technicians working on the optimized platform every day
• A significant reduction in dispatch and work order assignment times
• An improved first-visit resolution rate, driven by better information in the field
• Operations across 2 countries (Colombia and Panama) with region-specific configurations
• Continuous platform evolution for more than 3 consecutive years

The managed support model has let these companies focus on their core operations while the Salesforce platform evolves in a sustained, predictable way.