Connections Elevator Service Journey
A privately owned elevator maintenance, repair, and modernization company serving condominium associations, office buildings, hotels, and other commercial properties takes service calls by phone: a dispatcher registers the request, dispatches a technician, and creates a ticket in Salesforce Field Service Lightning. After hours and on weekends a third-party answering service takes the call without access to that system, so requests are re-entered manually — and once a work order is closed, there is generally no systematic follow-up to confirm the problem was resolved. Delivering a recommended future-state service journey and concept prototypes.
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Define a simpler, faster, and more accountable customer-service journey — from the moment a customer reports a problem through confirmation that it was resolved — with a simple 24/7 way to request service, accurate capture with less manual entry, clear status communication, automated confirmation of resolution, and early identification of unresolved issues before they become repeat calls.
Documenting the current service process and running a concise competitive and cross-industry scan of how leading companies handle service intake and post-service follow-up, evaluating SMS and text, QR codes, web portals, mobile apps, AI, chatbots, and automation, and recommending approaches that fit Salesforce Field Service Lightning. The customer, the dispatcher or service coordinator, and the technician are examined through journey maps from request through dispatch, service, closure, confirmation, and feedback, with focus on after-hours intake and post-service follow-up.
High-fidelity concepts for the most appropriate digital touchpoints — web or mobile interfaces and supporting SMS, QR-code, chatbot, or automated communication flows — covering service-request intake and accurate issue capture, customer updates through the service lifecycle, completion confirmation and satisfaction feedback, and unresolved-issue escalation connected to Salesforce Field Service Lightning. Mock-ups or a clickable concept prototype built with no-code tools, presented in an executive walkthrough with technology priorities and key design decisions.