Many enterprises have misconceptions about AI, like that it has the potential to breach private information or that computers are planning to take our jobs. Because of this, many businesses perceive AI as too challenging to engage with. But it all changed with Salesforce Einstein. Enterprises have now started leveraging artificial intelligence, or AI, to improve their processes in new ways, thanks to Salesforce Einstein. This particular cutting-edge technology is designed to help companies stay ahead of the competition at all times. Let’s explore this compelling case study that demonstrates how an enterprise can effectively implement Salesforce Einstein to proactively prevent crises and achieve outstanding outcomes.
How an Organization Averted a Crisis with Salesforce Einstein: A Case Study Overview
Imagine this: Alex, a field technician at PureFlow Water Utilities, receives a seemingly straightforward job through the Salesforce Field Service app – a water leakage at Elk Grove Village. He acknowledges the task and heads to the site. However, upon arrival, the situation takes a dramatic turn.
Alex discovers not just one, but multiple leakages. Trying to connect with service experts through the Field Service app proves insufficient as the situation rapidly worsens. Nearby areas start experiencing water supply interruption, leading to a surge of customer complaints.
The Cost of Unforeseen Issues
This crisis highlights the potential consequences of unplanned events:
- Reputational Damage: A single incident severely tarnished the company’s reputation, impacting customer trust.
- Loss of Revenue: Water service disruptions translated to lost revenue and potential penalties.
- Customer Dissatisfaction: Frustrated customers negatively impacted the brand loyalty and future business.
Root Cause Analysis
Once the crisis subsided, PureFlow conducted a root-cause analysis. They discovered the culprit: an expired pipe joint. The crucial realization was the lack of a system to predict and proactively address such issues.
Salesforce Einstein Implementation
PureFlow sought a solution that could analyze multiple parameters and predict potential disasters. This led them to implement Salesforce Einstein, a powerful AI suite within the Salesforce platform.
Salesforce Einstein in Action: Understand the Working Model
In field operations management, the Salesforce Einstein Model changes everything by using predictive analytics to see what problems and risks might happen and how to fix them. How it works:
1. Input Variables
The Salesforce Einstein Model takes various predictive variables as input, derived from observations in the field. These variables include:
- Latitude and Longitude: Geographic coordinates tell you exactly where assets are located, which lets you make accurate maps and find places that might be dangerous.
- Water Flow Rate (GPM): The rate at which water flows through pipes shows how well they are working and helps find problems like leaks or clogs.
- Pressure (PSI): Readings of the pressure in the water distribution system show how strong the system is and where it might be weak.
- Temperature (C): Temperature data helps keep an eye on environmental factors that could affect how well and how long the infrastructure lasts.
- Leakage (Binary): A binary indicator of leakage presence or absence is a key input for predicting and preventing water leakage events before they happen.
2. Analysis of Data
Using complex algorithms and machine learning methods, Einstein does advanced data analysis on the observations to find trends, correlations, and irregularities in the dataset. Einstein learns about the risks that come with the water distribution system and how it works by looking at both historical and real-time statistics.
3. Predictions and Alerts
Salesforce Einstein uses the historical data and analyzes it to come up with predictions and suggestions that field technicians and operators can use to better handle operations in the field. It includes:
- Potential Leak Detection: Einstein can detect places where water leaks are likely to happen by looking at things like flow rates, changes in pressure, and past leakage trends. Field teams can prioritize inspections and actions to stop or reduce water loss by marking possible leak spots.
- Pipe Joint Expiry: Einstein can figure out how likely it is that a pipe joint will fail or deteriorate by looking at things like its age, material, and upkeep history. This proactive knowledge lets replacements or fixes happen on time to avoid major problems and service interruptions.
- Monitoring Due Alerts: Einstein can guess when important parts of infrastructure will need servicing based on how they are used, how much wear and tear they get, and how well they work. Organizations can extend the life of their assets, cut down on downtime, and make sure that services keep running smoothly by planning proactive repair activities.
Taking Control Back with Salesforce Einstein
Leveraging Salesforce Einstein, PureFlow transformed their operations:
1. Analyzing Historical Data: PureFlow harnessed historical data by creating a comprehensive report within Salesforce.
2. Sets up Einstein Prediction Builder: Then they configured the Einstein Prediction Builder, a powerful tool for generating predictive insights.
3. Receives Proactive Alerts: Now, Alex and his team receive timely alerts for potential water leaks, empowering them to take action before problems escalate.
How Einstein Helped Organization Prevent Another Crisis?
Another day, Alex receives an alert from the Salesforce Field Service app – a potential water leak in a specific location. Armed with this knowledge, he proactively visits the predicted site. His investigation confirms a potential leak issue. He utilizes the Field Service app for:
- Route Navigation: Alex utilizes the app’s navigation feature to efficiently reach the site.
- Check-in & Investigation: Upon arrival, he checks in through the app and proceeds to investigate the area, pinpointing the potential cause of the leak.
The Power of AI-powered Vision
Salesforce Einstein Vision comes into play. Alex scans the faulty pipe joint using the app’s vision capabilities, confirming the source of the issue.
Ensuring Task Completion with Greater Efficiency
- Replacement Order: Through the Field Service app, Alex seamlessly orders a replacement pipe joint.
- Repair and Verification: He revisits the site, replaces the faulty joint, and double-checks for any remaining leaks.
- Service Report & Customer Sign-off: Satisfied with the resolved issue, Alex generates a service report and obtains customer sign-off, ensuring transparency and trust.
- Task Completion: He updates the job status within the app, marking the task as complete.
The Results
Thanks to Salesforce Einstein, PureFlow successfully averted a major water leakage crisis. This translates into several key benefits:
- Controlled Operational Costs: Proactive maintenance minimizes costly repairs and service disruptions.
- Minimized Service Disruptions: Predictive alerts ensure timely action, preventing widespread water outages and customer complaints.
- Enhanced Customer Satisfaction: By preventing disruptions and addressing concerns swiftly, PureFlow fosters positive customer relationships.
The Bottom Line
The case study of PureFlow Water Utilities showcases the powerful results achieved by utilizing Salesforce Field Service and Einstein to effectively manage field operations. By incorporating proactive measures and leveraging predictive analytics, businesses can improve risk management and optimize operations to boost efficiency, reliability, and customer satisfaction.
Adding Value with AblyPro: Salesforce Einstein Implementation and Managed Services
As a registered Salesforce consultant, AblyPro plays a pivotal role in enhancing organizations’ capabilities through cutting-edge solutions like Salesforce Einstein. Here’s how we add value:
- Einstein Implementation: Our skilled team specializes in Salesforce Einstein implementation that is tailored to your business requirements. We ensure a smooth integration with your existing Salesforce ecosystem, from the initial setup to customization.
- Einstein Managed Services: In addition to implementation, we also provide ongoing assistance and optimization services for Salesforce Einstein. Our skilled team monitors performance identifies areas for development and implements upgrades to maximize ROI.
By choosing AblyPro as your Salesforce consultant, businesses can get the most out of Salesforce Einstein, which will help them be more innovative, efficient, and successful. To learn more, talk to our experts right away!
FAQs
Ans:
Predictive Maintenance: Salesforce Einstein employs artificial intelligence to foresee and prevent equipment breakdowns, hence minimizing downtime. It is feasible to anticipate potential problems before they become major ones by looking at data from prior services. This lets companies plan repair ahead of time, preventing problems and keeping machines in the best possible shape.
Automated Machine Learning (ML): Einstein’s automated ML system makes AI models and predictions that are unique to each customer. This makes the process of creating, training, and fine-tuning models automatic, which guarantees their dependability and ability to grow.
Customizable AI Models: Einstein creates AI models that are specific to each customer’s data, workflows, and processes. This is different from market AI, where one app can be used by millions of people. This customization optimizes equipment reliability.
Ans:
Yes, absolutely! Salesforce Einstein’s predictions cover various aspects:
1. Sales Leads: Predicts the likelihood of a sales lead converting to an opportunity.
2. Customer Discounts: Recommends which customers to offer discounts to.
3. Service Cases: Identifies service cases that may escalate.
4. Product Recommendations: Suggests which products to recommend together.
5. Forecasted Account Values: Estimates future account values.
Ans:
Equipment downtime is a big reason why business efficiency and return on investment (ROI) are lower. So, if AI can assist us in reducing equipment downtime, it might lead to various benefits, including:
1. Financial Impact: Downtime drains resources and profitability. Every idle minute represents potential revenue loss. AI predictive maintenance minimizes this financial havoc by preventing unexpected breakdowns and delays in production.
2. Enhanced Equipment Lifespan: By utilizing AI to enhance machine conditions, the frequency of maintenance can be reduced, resulting in longer equipment life.
3. Save Money: Preventing repairs from being done in the middle of the night through routine maintenance keeps repair costs down.
4. Operational Efficiency: AI ensures uninterrupted operations, keeping productivity high and losses low.
5. Customer Satisfaction: Reliable equipment leads to better customer experiences and satisfaction.
Author
Service Cloud/Field Service Specialist
Ali Zakir is a Salesforce consultant/advocate specializing in Service Cloud and Field Service. With 25 years of experience in IT business management and operations, Ali empowers organizations to go beyond solving complex customer challenges and meeting business requirements.
