The company managed field service and customer support through separate systems. Field engineers, support agents, and logistics teams operated without shared data or workflow coordination. This created friction across daily operations:

• Technicians were dispatched manually, often with limited context
  
  
• Support teams handled incoming cases without access to full customer or asset histories

• Warranty validations, service contract terms, and scheduling required back-and-forth between teams
  
  
• Customers had no easy way to track service requests or equipment status
  
  

The existing process strained internal teams and caused delays in servicing equipment critical to patient care.

Redtag designed and implemented a unified service platform built on Salesforce Field Service, Service Cloud, Experience Cloud, and Agentforce AI. The solution connected all service-related workflows and automated core tasks across teams:

• Smart Dispatch and Mobile Field Tools – Work orders were automatically created from incoming cases or IoT equipment signals. Agentforce AI assigned the most suitable technician based on skill, proximity, and availability. Field engineers received tasks via a mobile app with real-time access to service history, manuals, and data capture tools.
  

• AI-Guided Support and Workflow Automation – Agentforce assisted service desk agents in triaging requests, validating warranty and contract terms, and initiating necessary actions with minimal manual input. Customers could interact with support via chat to log cases, check status, or reschedule appointments.
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• Centralized Customer & Asset Data –The full service lifecycle—including installed equipment, service history, warranties, and SLAs—was managed within a single system. A secure partner portal allowed clinics and hospitals to track open requests, view compliance documents, and communicate directly with support teams.