Published on
May 13,2025.

Field Service Operations in Accessibility Equipment

Companies that design and install accessibility equipment like modular ramps face unique challenges in delivering timely, accurate, and secure services. These organizations must navigate complex project requirements, site-specific measurements, and regulatory standards, often while coordinating mobile technicians and integrating third-party tools.

A company which has been an provider of modular ramp solutions, faced such challenges in its field service workflows. From inconsistent technician task flows to drawing approval errors, the need for a guided, secure, and efficient process became clear.

Critical Challenges Impacting the Accessibility Equipment Industry

 Lack of Process Standardization

Field technicians often performed tasks out of sequence, leading to missed steps and inconsistent customer experiences. This hindered quality control and made it difficult to track progress and compliance. Additionally, information and images were often captured incorrectly or inconsistently, resulting in gaps in documentation and delays in project approvals.

 Drawing Version Control Issues

Ramp installations required precise, customized drawings. However, drawings were submitted through third-party tools with limited oversight, causing version mismatches, submission errors, and project delays.

 Opportunity to Strengthen Data Security and Governance

Previously, all Salesforce users had broad access to customer data, designs, and internal workflows. This presented a valuable opportunity to enhance data privacy measures, enforce regulatory compliance, and implement clearer accountability through refined access controls.

 Inefficient Documentation and Approval

There was no structured system for uploading, reviewing, and approving ramp design documents. As a result, incorrect designs were sometimes used, requiring rework and wasting valuable time. The absence of a centralized tracking mechanism further limited visibility into approval status and version history, making it difficult to monitor progress or ensure accountability.

How AppShark Helped Solve These Industry Challenges

AppShark worked closely with the company to create a streamlined, secure, and guided experience for both in-office staff and mobile technicians using Salesforce Field Service Lightning (FSL). We focused on enhancing workflow compliance, improving accuracy in drawing submissions, and strengthening data governance.

Key areas of improvement included:

 Guide Technicians

Implemented Lightning Web Components (LWC) to build step-by-step guided workflows directly within the Salesforce Field Service (FSL) mobile app. This ensured technicians followed a structured process on-site, reducing errors and improving consistency across field operations.

 Improve Drawing Submission Accuracy

Establishing custom approval processes for design documentation

 Optimize Field Photo Management

Integrated tools like SharinPix to enable field technicians to capture and upload real-time photos directly from the FSL mobile app. Images are stored securely in the cloud and automatically compressed, making them easier to access and retrieve for regular use without compromising storage or performance.

 Implement Role-Based Access Control

Applying role-based sharing rules for better access control across Salesforce

Execution Overview

 Evaluation and Planning

We assessed existing workflows, third-party tool usage, and user roles to design a scalable solution. This included identifying gaps in task sequences and access protocols.

 Designing the Solution

Custom LWCs were developed to guide technicians through a specific order of tasks. We also included quick actions to deep link into tools like SharinPix for seamless photo uploads directly from the field.

 Development and Customization

Lightning components were tailored for the company's specific use case, and approval workflows were created for submitting and reviewing custom ramp designs.

 Integration and Testing

The system was tested across desktop and mobile environments. We ensured real-time syncing between field inputs and Salesforce records while validating the approval and version control logic.

 Deployment and Training

AppShark deployed the full solution and trained company's users on how to navigate their new field workflows, use custom actions, and follow approval protocols effectively.

Key Features and Benefits of the Solution

 Step-by-Step Technician Guidance

Ensures technicians follow the correct task sequence, improving service consistency and minimizing miscommunication.

 Controlled Drawing Submissions

Uploaded documents go through an approval process, reducing errors and avoiding project rework.

 Role-Based Data Security

Access to sensitive information is now based on user roles, enhancing data protection and governance.

 Real-Time Field Data Capture

With deep linking to SharinPix, technicians can upload photos instantly, improving documentation and accountability.

 Improved Operational Efficiency

Project completion timelines have decreased thanks to faster approvals, clear workflows, and fewer back-and-forth revisions.

Drive Optimal Results with AppShark's Solution

By addressing critical operational challenges through a tailored Salesforce Field Service solution, the company has  significantly improved its field efficiency, documentation accuracy, and data security. AppShark’s custom implementation not only standardized technician workflows but also introduced smarter integrations and stronger control mechanisms. The result is a scalable, future-ready system that empowers technicians, safeguards customer data, and accelerates service delivery setting a new benchmark for operational excellence in the accessibility equipment industry.