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This U.S. Broadband Provider (“The Provider”) is an electric power distribution and telecommunication company that serves nearly 180,000 homes and businesses.
The Provider uses multiple clouds in Salesforce — Sales, Service, and Marketing — but felt that the out-of-the-box Salesforce calendar was not customizable enough for their needs. Some of their key goals were creating recurring events that could be edited directly within the calendar, automatically assigning case submissions to account owners, and identifying when specific resources were working. They were attracted to CalendarAnything because of the flexibility of the platform, which can be configured for any industry, use case, and cloud.
CalendarAnything team creates new functionality to meet The Provider’s challenges
The CalendarAnything team created new functionality specifically for The Provider: custom recurring events in Salesforce. They are able to take any custom object in Salesforce and have it recur on specific days for a specific period of time, whether it’s weekly, monthly, or annually. This saves them a lot of time because they were previously going in manually and creating all these individual records.
For their internal ticketing system, the big pain point was that they were doing it all in SharePoint with Excel spreadsheets and everything was disjointed. With CalendarAnything, they finally feel comfortable moving their ticketing system out of SharePoint and putting it into Salesforce because now they have a calendar UI to view it in that will make sense of the data. They also use Einstein Activity Capture for a bi-directional sync between Outlook and Salesforce, which pulls in even more information and brings their data to life.
By embedding the calendar view on account pages, The Provider can see all open cases related to a particular account without digging through different reports, dashboards, or ListViews. The data is automatically filtered based on the account being viewed, which increases efficiency and helps streamline the resolution process.
The Provider also has read-only licenses via the CalendarAnything mobile application, so employees in the field can easily see where they’re going and what they’re doing on any given day. Managers are able to easily see where their field staff is and what equipment is needed without the back and forth of emails or checking multiple disparate calendars.
Seeing CalendarAnything benefits across the organization
The Provider uses CalendarAnything for multiple teams:
IT/cybersecurity
- Case queues in different apps for each sector show available resources filtered by the skill type required to respond to different types of cases.
- Easily identify available resources and workload of resources.
- Embedded view on account to see all open cases and historical view of cases.
Fiber optics
- Managing all fiber/broadband projects for partners within an Experience site.
- Visualizing requests for network assistance.
- Cases automatically get assigned to reps that are working on accounts and working on that day. If reps are not working, requests are routed to network operations group
Internal ticketing system
- Moved three separate ticketing systems into a single system within Salesforce.
- Enter cases then schedule times for those cases to be worked. See different resource skill types and availability.
- Each change case shows up on a specific change calendar for the IT and Fiber groups. Once cases are approved, they show both on a single “approved calendar”.
- When a user creates a case, a case owner is assigned and a related event is automatically created to sync with Outlook via Einstein Activity Capture.
- Embedded CalendarAnything component on the case record page to show related child records.
