We had the pleasure of sitting down with Peter Becher, the Process Area Owner at Krones, to delve into the remarkable journey of Krones with Resco.

Peter Becher, a key figure at Krones, shared insights into his role as the global responsible for the service system and process environment. Reflecting on his pivotal position, Peter states, “In the Resco and Salesforce environment, my role as a Process Area Owner is crucial in ensuring the seamless integration and efficiency of our service systems.”

The quest for a comprehensive field service management solution

As Krones embarked on a transition in their IT system environment, they found themselves in search of a robust solution for their field service management.

Krones explored various options. However, due to the specific need for advanced offline capabilities on certain operating systems, they opted to delve into the Resco and Salesforce combination.

Peter describes the turning point, stating, “The story of how we got to Resco was a bit strange, or mad, or surprising – that’s probably even better. Salesforce recommended us to talk to Resco about their offline capabilities on Windows devices.”

The mobility empowering over 1,500 technicians around the world

The journey, as Peter describes it, was “nothing short of spectacular”.

Within a span of four to five months, Krones delivered the pilot of subsidiary Salesforce Field Service in combination with Resco, setting the stage for a global rollout.

Commenting on the speed of implementation, he notes, “We changed a lot of things in the project approach, moving to a more agile environment.”

Currently, live on all continents, including North America, Krones boasts more than 1,500 service technicians using Resco Mobile CRM as their sole front end.

The success story of the rollout resonates not only in numbers but in the positive feedback received, emphasizing the solution’s usability for sales and service technicians alike.

“It’s really a big success story for our company,” Peter remarks.

Expanding horizons with Resco Inspections+

Reflecting on the implementation journey, Peter highlights the flexibility and usability of the Resco solution. With an impressive 25 internal releases, the platform seamlessly integrated with Krones’ environment, proving to be a powerful tool for their service technicians.

The platform’s capability to minimize clicks and touches on smartphones aligns with the technicians’ preference for simplicity.

Recently, Krones expanded its Resco footprint by going live with Resco Inspections+. Peter describes this expansion as a strategic move to replace paper-based and report-based processes, “Resco, in the beginning, was a kind of solution for a challenge that we had – the offline capability for Windows devices. But the other possibility is moving more to that customer 360° view. That’s where we see a lot of possibilities around the Inspections.”

The inspections functionality, with its focus on condition assessment, guided procedures, and integrated processes aligns with Krones’ vision. Peter envisions leveraging checklists, assessments with scoring, automated workflows, and even generating leads or opportunities directly from Resco checklists, further improving their operational efficiency.

Looking to the future

As our conversation drew to a close, Peter expressed enthusiasm for the future collaboration between Krones and Resco. “The journey from our side has been amazing. We’re really looking forward to what we can do together,” he concludes.

The journey, marked by Resco’s continuous evolution from a solution for offline capability to a versatile development platform, exemplifies the tool’s adaptability to diverse business needs.

And Krones, a true hidden champion in the beverage industry, stands as a testament to the transformative power of mobile solutions for the frontline workers.

Príspevok How German manufacturing giant Krones uses mobility to empower 1,500+ technicians globally zobrazený najskôr Resco.

Salesforce Chatter: What is it?

Chatter is a popular real-time communication platform used in the Salesforce ecosystem. It is often referred to as the world’s biggest enterprise social network. Chatter allows users to interact on work-related records, like work orders, contacts, or service cases, in a private and distraction-free environment.

Collaboration is possible through messages, posts, comments, likes, or file exchange. Thanks to its functionality, Chatter is an important addition for companies in improving internal communication and data sharing across departments.

Chatter in Resco: What is available to you?

Since December 2020, Chatter is also available for all Resco users working with Salesforce backend. If you are one of them, you can now securely exchange information, view record updates, and collaborate more efficiently thanks to the new integration. The newly added feature allows posting messages, pictures, or comments related to any  record in your Resco app, such as accounts or work orders.

When creating a text update to the record, you can also take advantage of the rich text formatting. This way, it is possible to format text into a more scannable format or highlight the most important parts. It makes your message more readable and understandable for your colleagues. You can also use emoticons in conversations. They are excellent in making work communication a little more human.

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Another way of information sharing through Chatter in Resco is image sharing. You can easily attach pictures to your posts or comments and add visual information to the conversation. It can come in handy when field technicians need to share details about objects outside the office. For the purpose of information sharing, it can also be beneficial to use enhanced image editing capabilities when sharing the photos taken in the field.

What about the offline functionality?

Many users of Resco rely on the mobile app in an offline scenario. While Chatter is mainly intended for real-time communication, these workers can still take some advantage of it. Users can see up to 1000 posts per object even in offline mode. Thanks to this, it is possible to get back to the data from Chatter when needed. Also, posts, comments, or likes carried out in offline mode will be synced afterward.

Resco Chatter integration allows to set three different synchronization rules to keep up with the latest news in record’s chatter feed:

• Always – the feed is refreshed automatically when user opens the related records and internet connections is available. Hence the app shows the most up-to-date Chatter feed. As a bonus, the latest news are kept in offline database and readily available next time user opens the record.
• On click – Chatter shows feed as it is in offline database, but user can refresh it by simply clicking on refresh button, which is available above the Chatter component in the app for this purpose
• Never – Feed will be synced only during the synchronization of all data in app

How to enable Chatter in Resco?

If you want to start use Chatter in your Resco for Salesforce or Inspections app, you can enable it in just a few simple steps. Firstly, you need to enable specific Chatter parameters in Salesforce. Afterward, proceed with adding the Chatter tab to the Resco form in Woodford. You can find the detailed instruction on how to integrate Chatter at the Resco wiki page.

Start with Chatter in your app

Chatter integration brings a new way of collaboration to the Resco apps. It can serve as a secure environment for your internal communication while also offering a way to reduce slower email conversation or spark innovation. The possibilities are many. We hope Chatter will be a helpful new way to connect for you.

If you don’t use Resco solutions for Salesforce yet, you can download it from AppExchange and try it for free.

You can also contact us directly at salesforce@resco.net.

Príspevok Salesforce Chatter in Resco: Start to communicate through the world’s #1 enterprise network zobrazený najskôr Resco.

What is the relationship between each object?

A Question is related to a Question Group, and a Question Group is related to a Questionnaire.
This can be done via Woodford if you attach Inspections to a form in the mobile project, and the app assigns the relationship automatically via a specific type of question called Regarding Lookup. This question is represented in the Salesforce database by 3 separate text fields: Regarding Id, Regarding Id Label, and Regarding Id Name. It is not a single lookup field.
Let’s have a look at how you can check and filter your answered questionnaires in the Results Viewer.
You can see all your answered questionnaires in one place:
 
If you click on one of the completed questionnaires, you can have an overview of the answers of that specific questionnaire: 

You can filter the answered questionnaires based on 3 criteria – by templates, date, and regarding record: 

Furthermore, you can see the answered questionnaires on the object layout: 

Apart from the Results Viewer, you can also analyze the data in Power BI or any other analytical tool of your choice.  
The configuration of forms and lists is also the same as what you are used to in your Salesforce environment.  

Download our managed package 

If you liked our setup, we have prepared a managed package that you can easily download from AppExchange. With this package, you can configure your Inspections+ objects in your Salesforce environment. Please note that this managed package requires an already imported Woodford solution. 
For a detailed guide on how to install the managed package click here.
You can also contact us directly at salesforce@resco.net.  
 
 

Príspevok Resco Inspections+ for Salesforce – how is the data stored? zobrazený najskôr Resco.

Expert knowledge and skill sets

It takes time and effort to acquire, develop, retain and build up product/domain knowledge and expertise to a professional level. In 1956, Benjamin Bloom created a taxonomy of knowledge consisting of 6 levels: remembering, comprehension, application, analysing, synthesising and evaluation. Salient knowledge and expertise most often come with experience – an iterative and reflective process of the 6 levels of knowledge. You will need an accredited partner with demonstrable knowledge and skill at all levels, who also has a proven track record of successful Salesforce and Resco implementations.

Past project experience

Sages have thought us to learn from the experiences – and mistakes – of others; and to incorporate and apply lessons learnt where relevant. A Salesforce-Resco implementation partner brings a wealth of experience and with that comes lessons learnt. Not only is it wise, but it is also cost-effective to have one on board. A good implementation partner will make sure your solution is technically sound.

These attributes ensure that your implementation succeeds. Having a successful implementation hinges on effectiveness and efficiency of execution, and maximising your return on investment:

• Quicker Implementation: Instead of taking your staff away from their regular roles to try to learn a new system, its language and tool set, leverage the knowledge of your implementation partner and get your implementation rolled out quickly. Your partner can then provide the necessary training your staff needs to hit the ground running, so that you can focus on your business.
• Get it right first time: There are different phases to an implementation: planning, workshops, design, execution, testing, deployment and adoption. A successful implementation requires every step outlined to be successful. Getting it wrong at the initial phases will have negative repercussions on the entire project; getting it wrong at the later phases will diminish and undermine the gains already achieved earlier on.  Getting any of these steps wrong can have a significant detrimental effect to your programme and ultimately your business. You are more likely to get it right the first time with an implementation partner than without.
• Fit for business: implementing a versatile tool like Resco means that there isn’t a general ‘one-size-fits-all’ approach. Your business will have its unique processes and ensuring that your Resco implementation is adapted to fit and support your processes is paramount. A good implementation partner will be able to advise and ensure that your Resco solution is tailored to meet your business needs.
• Reduce risk exposure: Unless you have a resident team of experts with experience implementing Resco, attempting to undertake an implementation without a team of expert or an implementation partner exposes your organisation to a number of risks, such as inefficient or ineffective implementation, low user adoption, loss of revenue, and ultimately lower ROI. Having a good implementation partner will avoid or reduce the chances of exposure to these risks.

At the heart of the matter, an implementation partner will ensure you maximise your return on investment. Organisations have different ways and formulas of calculating their return on investment, but the same principle – of producing more than it costs – applies. A successful Salesforce-Resco implementation, configuration, and deployment can have a dramatic effect on your returns – and how quickly you realise them. A quick implementation (efficient), that is right the first time, fulfils your business requirement (effective) and ultimately ensure that you maximise the return on investment (ROI).

Necessidad Consulting is a Resco and Salesforce implementation consultancy based in London, United Kingdom. We are a Registered Salesforce Partner and Resco Professional partner. We offer Resco for Salesforce implementation services specifically for Non-Profit and SME organisations. We also offer Salesforce implementation services for Sales Cloud, Service Cloud, Salesforce NPSP and custom application configurations.

If you are considering implementing Resco for Salesforce, or already have a Salesforce org that requires configuration, contact us.

Príspevok Why you need Salesforce-Resco implementation partner zobrazený najskôr Resco.