MTI (Mobile Tech, Inc.) has selected Salesforce, the global leader in CRM, to transform its support of their customers’ changing needs. The digital transformation offerings extend and enhance MTI’s global field service suite through greater visibility and execution of field services, customer deliverables, and customer support.
Many of MTI’s retail customers were hit hard by COVID-19 pandemic closures and restrictions. These customers adapted their in-store experience to meet the new requirements. They looked to MTI to help achieve their goals. Using Salesforce Field Service to provide data visibility, MTI was able to quickly shift its contact center and global field services teams to meet new safety requirements and provide customers with complete and timely solutions.
This upgraded operational visibility has improved the service provided at onsite visits, bringing a higher level of visibility to MTI’s team and customers. With Salesforce Field Service, the MTI Global Services teams increased both productivity and performance. MTI now automatically schedules 85–95 percent of its service work, optimizing the schedules of the company’s field service technicians. Employees are also now armed with a centralized knowledge base directly linked to all account activity in a single system improving the first-time resolution rate and overall coordination. The same digital materials, content, and historical information is provided to the Contact Center to expedite the time to issue discovery and resolution.
“Our goal was to transform our technology infrastructure. We chose Salesforce because their talent and their technology are truly best-in-class. Leveraging Salesforce’s Customer 360 platform, we have been able to create a powerful, comprehensive enterprise operating environment, delivering data to our business, in ways not previously possible,” said Mary Jesse, MTI CEO.
“With Salesforce Field Service, MTI empowers its employees with context and the insights they need on one single platform to deliver fast, excellent experiences from anywhere,” said Eric Jacobson, VP Product Management at Salesforce.