Case Study:
After a two-year implementation, a multi-state property servicer's Salesforce Field Service (SFS) instance was failing. It was plagued with bugs, causing widespread dispatch confusion, and the contract was ending.
See how I managed a high-stakes migration back to their proprietary app, stabilizing 80 users a full month ahead of schedule.
Key Results
100% User Adoption on New Process
4 Weeks Ahead of Schedule (Stabilized in 9 Weeks, Not 12)
80 Users Migrated Off SFS
1 Development Sprint for All App Enhancements
The Client
The company is a multi-state property servicing provider. Two years prior, they had migrated their internal site visit dispatch, review, and completion functions from their proprietary application to Salesforce Field Service (SFS).
The Challenge
The SFS implementation did not meet the client’s needs, contained multiple bugs causing dispatch issues, and the contract was not being renewed—giving the team a hard 6-month deadline to migrate off it.
Teams were forced to dispatch in two different systems (SFS and the old app), leading to constant confusion, errors, and frustration.
The client engaged me to lead a high-stakes "de-migration":
First, determine if their proprietary app could handle the functions FSL was failing to manage.
If not, define the software enhancements needed to make it possible.
Finally, manage the entire implementation, training, and stabilization to get all 80 users off FSL before the deadline.
The Solution
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I immediately worked with the Operations and Development teams in the UAT environment. We confirmed the proprietary app could replace SFS , but its calendar feature required significant enhancements.
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I created and submitted all Jira tickets for the needed enhancements. The Development team built the required enhancements and I was able to quickly test & provide stakeholder feedback to release in one development sprint.
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I updated the entire library of existing training materials—SOPs, e-learning courses, PowerPoints, and onboarding agendas—to remove SFS and train on the proprietary app. All new materials were added to the company intranet.
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I ran a 12-week implementation plan. This included 4 weeks of go-live preparation, managing all internal communications, and conducting webinars for all affected user groups. Post-launch, I held weekly calls with stakeholders for 8 weeks to track adoption, resolve new issues, and ensure stability.
The Results
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Stabilized 4 Weeks Early
The entire migration, training, and stabilization project was completed in just 9 weeks, a full month ahead of the 12-week plan.
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100% User Adoption
I successfully migrated all 80 users from Salesforce Field Service (SFS) with 100% adoption of the new, streamlined workflow.
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Eliminated System Confusion
By migrating all 4 core dispatch processes back to a single, stable application, we eliminated the errors and confusion that had plagued the team, stabilizing the entire product.
Testimonials
"We were facing a critical deadline to migrate off Salesforce Field Service. Paul took charge of the entire implementation, training, and timeline management. By developing a custom calendar and enhancing the process, Paul stabilized the product a full month ahead of schedule, providing critical breathing room for the company."
- Chief of Staff, Jason Sargent
“My team struggled with the old SFS setup due to various system issues. Paul led the charge to get us back to a single proprietary system, and the difference for the field reps was substantial. They now had one reliable place to go for everything and a new calendar that was easy to use, which made site visits faster and far less frustrating leading to 100% adoption at launch.”
- Dan Vercek, SVP Field Operations
Stuck With Software That Isn't Working?
A failed implementation doesn't have to mean frustration & process inefficiencies. I specialize in complex system migrations, process stabilization, and driving user adoption.