Client Overview
- Industry: Aviation – Maintenance, Repair, and Overhaul (MRO)
- Location: Multiple U.S. facilities with satellite bases
- Company Size: 3,000+ professionals
- About the Client: A premier independent MRO provider with 78+ years of experience. Their services include aircraft maintenance, paint, interior, and avionics, supported by the nation’s largest Aircraft On Ground (AOG) response network.
The Challenge
The client relied on Smartsheet for scheduling and field operations, but it lacked critical features. Their main challenges included:
- No real-time visibility into technician workload and availability.
- Emergency response delays due to absence of location-aware dispatch tools.
- No automation for 7×7, 10×4, or A/B week rotating schedules.
- Manual data entry across Case, Work Order, and Service Appointment.
- Flow recursion issues when syncing fields across objects.
- Limited ability to calculate Estimated Time to Completion (ETC) for emergencies.
These issues slowed AOG response, reduced technician utilization, and increased controller effort.
Our Solution: Salesforce Field Service Implementation
Appsavio implemented Salesforce Service Cloud + Field Service to modernize dispatching and scheduling.
Key Features Deployed:
- Emergency Wizard Enhancements: Custom logic to calculate ETC for ongoing appointments.
- Shift Scheduling Automation: 8-week shift + absence generation with A/B week rotation.
- Work Order & Service Appointment Automation: Streamlined case-to-field workflow.
- Data Synchronization: Invocable Apex to sync 15+ fields across Case, Work Order & Appointment (recursion-free).
- Gantt View Scheduling: Drag-and-drop dispatching for controllers.
- Mobile Field App: Time logging (travel, arrival, RTS) with controlled job closure via mandatory part tracking.
- Chatter Collaboration: Real-time communication between controllers and technicians.
Integration Highlights:
- ERP System: Unified aircraft and maintenance data.
- Outlook Integration: Calendar and shift coordination.
- Slack: Real-time updates for controllers and technicians.
- DocuSign: For maintenance approvals and compliance forms.
Results & Impact
- 100% automated shift generation and weekly updates.
- Faster emergency dispatching with accurate ETC and ETA handling.
- Improved technician utilization across regions.
- Eliminated data inconsistencies between service objects.
- Reduced controller effort in scheduling and resource management.
| Metric | Before | After |
|---|---|---|
Shift Creation
|
Manual, repetitive | 100% automated (8-week cycles) |
Emergency Dispatch Accuracy
|
ETA only, no ETC | Accurate ETA + ETC with custom logic |
Technician Utilization
|
Inconsistent, under-tracked | Optimized across all regions |
Data Consistency
|
Frequent mismatches across objects | Synced 15+ fields (recursion-free) |
Controller Effort
|
High manual scheduling | Significantly reduced workload |
Conclusion
Through Salesforce Field Service implementation, Appsavio helped the client migrate from manual Smartsheet operations to a real-time, automated, and mobile-first system. The transformation improved AOG response times, technician productivity, and data accuracy—empowering them to deliver faster, smarter, and more reliable aviation services.
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