With growing demand, the team struggled to assign the right technician or consultant to the right job at the right time. They used spreadsheets, emails, and separate tools for scheduling, which led to missed appointments, last-minute changes, and unsatisfied clients.

Field staff lacked clear, mobile access to their daily tasks, often leading to confusion and delays.

Redtag implemented a two-part solution: Agentforce for intelligent intake and client communication, and Salesforce Field Service to bring order to dispatching, route planning, and mobile coordination.

The tools worked together to:

• Qualify and schedule automatically – Agentforce handled client requests via chatbot, collected key details (location, service type, urgency), and initiated job creation.

• Assign the right people – Salesforce Field Service matched the best-qualified team member based on skillset, location, and availability.
• Enable on-the-go teams – Technicians received real-time updates, route info, and job details on their mobile devices – no calls or back-and-forth needed.‍
• Keep clients in the loop – Agentforce sent confirmations, arrival windows, and follow-ups, reducing no-shows and improving satisfaction.