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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.
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.
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 TechniciansImplemented 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 AccuracyEstablishing custom approval processes for design documentation
Optimize Field Photo ManagementIntegrated 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 ControlApplying role-based sharing rules for better access control across Salesforce
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.
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.
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.