Unlocking Growth and Efficiency with Salesforce Field Service for Repair Care

But as the company grew, managing their inspection services and technical advisors became increasingly complex. With operations spread across various systems and no centralised scheduling solution, the need for a unified, scalable platform became evident. That’s where Gen25 came in.

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The Challenge: limited scalability and disconnected systems 

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In the past, Repair Care relied heavily on Excel spreadsheets to track technical advisors, manage service appointments and organise inspections. As the company expanded, this manual approach led to growing inefficiencies and misalignment across teams.

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Their challenges were clear:

• Fragmented information: data was scattered across Excel, Salesforce and individual Outlook calendars.
• No central scheduling view: dispatchers couldn’t easily visualise or assign tasks based on availability.
• Limited scalability: as the number of technical advisors and inspections grew, managing operations manually became increasingly difficult.
• Lack of real-time visibility: technical advisors, dispatchers and managers worked from different systems, leading to delays and inconsistencies.

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The solution: a unified scheduling and service platform

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Repair Care needed a single and integrated platform that could streamline operations, synchronise data and prepare them for future scalable growth. To address this, Gen25 implemented a system to manage workforce appointments and create overview of projects all in one system. The Salesforce powered Field Service is now the backbone of their field operations in the Netherlands. 

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Here’s how the solution transformed their processes:

• Centralised scheduling and dispatching: Gen25 configured the Field Service Gantt View, giving dispatchers a complete, real-time overview of all technical advisors, including their territories and availability. This single view eliminated the need for manual Excel tracking and enabled smarter and faster scheduling decisions.

• Automated workflows: when an inspection is created in Salesforce, a work order and corresponding service appointments are automatically generated in Field Service: each color-coded for easy identification. Dispatchers can now assign the right technical advisor with just a few clicks.

• Full system integration: Repair Care’s Outlook calendars were synchronised with Salesforce Field Service, ensuring every meeting or appointment is automatically reflected across systems. This real-time sync created one source of truth for both technical advisors and dispatchers.

• Empowering field engineers: the Field Service Mobile App now enables technical advisors to view assignments, take photos and communicate directly with dispatchers. Updates made in the field automatically sync back to Salesforce, ensuring data accuracy and reducing administrative work.

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What’s next? 

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With the Netherlands as its starting point, Repair Care now has the possibility to expand this solution internationally, potentially rolling it out to teams in the UK, Germany and the USA.

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By having a unified scalable Salesforce system, the company is fully equipped to grow faster and more efficiently, ensuring that every inspection, technical advisor and customer experience is managed with precision and ease.

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Conclusion

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By partnering with Gen25, Repair Care turned a complex, manual process into a seamless digital workflow with Salesforce Field Service. The solution simplified scheduling, connected teams, and unlocked future growth. 

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Want to discover what Gen25 can do for your organisation? Get in touch with us!

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Joris van Wessem

Account Executive

j.vanwessem@gen25.com