- Lvl 12, 3 Spring Street, Sydney
- info@proquestit.com
Email us at
info@proquestit.com
Australia’s Most Experienced Salesforce Field Service Partner
Stop Losing Money on Inefficient Field Operations
Right technician. Right time. Right information. Every single job.
When compliance, peak seasons, or emergency dispatch matter, generic implementations fail. Specialised ones win. What could you achieve with a partner backed with 12+ years of Field Service expertise?
Salesforce Summit Partner | 40+ Field Service Implementations | 12 Years Specialised Expertise | 4.93/5 Rating
Trusted by Australia's Leading Companies
BOC
10% technician productivity boost from smart scheduling
Smart Energy
40% Faster Sale-to-installation time
JB Hi-Fi
Supported a 500% increase in installation capacity
The Grout Guy
120% productivity gain after 5 weeks
Delivered by ProQuest across utilities, retail, manufacturing, and professional services in Australia & New Zealand.
Field Service Problems Don’t Stay in Field Service
Why Operational Friction Becomes a Leadership Risk
What starts as an operational issue quickly becomes a leadership concern.
Inefficient field operations don’t stay contained within the service team. They show up as:
- Margin erosion from wasted labour, repeat visits, and poor scheduling
- Growth constraints when capacity can’t scale with demand
- Customer churn caused by missed appointments and inconsistent service
- Operational and compliance risk when visibility is limited
Most organisations lose 30–40% of field service productivity to preventable issues, often without realising the full cost.
Where That Value Is Lost in Practice
This is how those risks show up day to day:
Scheduling & Dispatch Friction ⏱️
Manual planning, missed SLAs, technicians criss-crossing for jobs that could have been optimised.
Leadership impact:
Lost capacity, higher operating costs, and an inability to respond during peak demand.
Technicians Arrive Unprepared 📱
Incomplete customer history, asset context, or parts visibility.
Leadership impact:
Lower first-time fix rates, repeat visits, and declining customer satisfaction.
Administrative
Overload 📋
Paperwork, manual updates, and delayed job completion.
Leadership impact:
20–40% of paid technician time delivering no customer value, plus delayed billing.
Missed Fixes, Missed Revenue 💸
Repeat visits, incomplete job data, and manual invoicing.
Leadership impact:
Revenue leakage, cash-flow delays, and poor financial visibility.
A Field Service Platform Designed for Real-World Operations
Agentforce Field Service (formerly Salesforce Field Service) connects your entire operation: scheduling, dispatch, mobile technicians, inventory, and customer communication, in one intelligent system.
Send the right tech to the right job, complete more work, and turn service calls into revenue faster.
For service leaders evaluating capability and executives assessing risk and ROI, the sections below show how this delivers these outcomes in practice.
Smart Scheduling & Routing Optimisation
Automatically match jobs to technicians based on skills, location, and availability.
Business impact:
Reduce drive time by up to 30%, complete 20–40% more jobs per day, and meet SLAs consistently.
Mobile-First Field Service App
Give technicians access to customer history, asset data, and work instructions, even offline.
Business impact:
Improve first-time fix rates by 15–25% and save 30+ minutes per technician per day.
AI-Powered Pre-Work Insights
Use historical job and asset data to prepare technicians before they arrive on site.
Business impact:
Boost first-time fix rates by 20–30% and reduce repeat visits.
Customer Self-Service & Communication
Enable customers to book, track, and receive updates without calling your team.
Business impact:
Reduce inbound calls by 40–50% and improve customer satisfaction
Digital Workflows, Work Orders & Billing
Replace paper with digital work orders, checklists, and signatures.
Business impact:
Cut admin time by 50%, speed up invoicing, and maintain a complete audit trail.
Performance Analytics & Reporting
Track utilisation, SLA compliance, customer satisfaction, and revenue in real time.
Business impact:
Make data-driven decisions, prove ROI, and optimise resource allocation.
The Platform Is Powerful. Implementation Is Everything.
Salesforce provides the software. ProQuest provides 12 years of field service expertise, battle-tested implementation methods, and ongoing support to make sure you actually get results, not just a fancy new system nobody uses.
40+ Dedicated Field Service Implementations Delivered
1,000,000+ jobs executed annually through our implementations 12 years of focused Field Service specialisation.
55% productivity improvements achieved in complex service environments
Our customers complete more jobs, waste less time, and make more money.
4.93/5 CSAT
Our customers don’t just succeed, they actually enjoy working with us.
- We Start with Strategy, Not Software: Before we touch Salesforce, we dig into how your business actually works. Your workflows, your pain points, your goals. Then we design something that fits your reality, not a cookie-cutter template.
- Go Live Fast: We use agile sprints. You see working features every week, give feedback constantly, and go live with core functionality fast. No endless project that drags on forever.
- Data Migration & System Integration: We pull your data from whatever you’re using now, custom-built systems, spreadsheets, clean it up, and move it to Salesforce. Then we integrate with your ERP (SAP, Oracle, Microsoft Dynamics), billing systems, and inventory platforms. We’ve migrated 40+ different systems. We’ve seen it all.
- Training & Adoption: Role-specific training for dispatchers, techs, admins, and managers. Using YOUR data, YOUR workflows. So people actually know what to do when they go live.
- Optimisation & Continuous Improvement: Most implementation partners disappear after go-live. We stay. We monitor how people are using it, spot problems early, suggest improvements, and help you get better as your business grows.
Real Results from Real Australian Companies
See how we’ve helped Australia’s leading service organisations scale, streamline, and delight their customers.
The Grout Guy: From 420 to 1,020 Visits
Per Week in 5 Weeks
THE CHALLENGE:
Manual scheduling bottlenecked growth at 420 visits/week. Quote turnaround took 2-3 days. Phone assessments consumed staff time. Couldn’t scale without massive overhead.
THE SOLUTION:
Salesforce Field Service implemented in 5 weeks with automated SMS workflows, AI-powered scheduling, and customer self-service.
"We went from working IN the business to ON the business. The productivity gain was life-changing."
Brad Young | Chief Grout Officer, The Grout Guy
THE RESULTS:
✓ 420 → 1,020 visits/week (+145%)
✓ 2-3 days → 40 minutes quote turnaround (97% faster)
✓ 300 automated phone assessments per week
✓ Scaled revenue without adding overhead
"We went from working IN the business to ON the business. The productivity gain was life-changing."
Brad Young | Chief Grout Officer, The Grout Guy
Black Friday 2024: How JB Hi-Fi Handled 500% More Installations
The Challenge: Black Friday spike in installation requests overwhelmed manual scheduling.
The Results:
→ 500% more installations handled
→ 95% on-time arrival rate
→ 40% reduction in customer service calls
Smart Scheduling Boosts Technician Productivity 10%
The Challenge: Manual scheduling left technicians underutilised while customers waited days.
The Results:
→ 10% productivity boost
→ 20% reduction in travel time
40% Faster Sale-to-Installation Time
The Challenge: Long lead times between sale and installation frustrated customers and increased churn.
The Results:
→ 40% faster sale-to-installation
→ Enhanced telesales management with Aircall and Salesforce
Ready to Fix Your Field Operations?
Book a Field Service Strategy Call
30 minutes with our Field Service experts
✓ Assess current challenges
✓ Identify quick wins and structural issues
✓ Outline a realistic roadmap and ROI expectations
No pressure. No generic sales pitch. Just useful advice from people who know field service inside and out.
Want to Self-Assess First?
Take the 2-minute Field Service Maturity Assessment
See where your field service stands
✓ See how you compare to similar organisations
✓ Identify your biggest improvement opportunities
✓ Get a prioritised roadmap and estimated ROI
Frequently Asked Questions
Most Field Service implementations take 8–16 weeks, depending on complexity, data migration, and integrations.
We prioritise early value. Core scheduling, mobility, and visibility are often live well before the full rollout is complete.
Yes. Salesforce Field Service is designed to integrate seamlessly with existing Salesforce environments, allowing you to extend capability without disrupting what already works.
This is common. We can pull your data from whatever you’re using now, whether its custom-built systems, or spreadsheets, clean it up, and move it to Salesforce. Then we integrate with your ERP (SAP, Oracle, Dynamics), billing systems, and whatever else needs to be connected.
Minimising disruption is a core focus. Workflows are designed around how teams actually operate, followed by role-specific training using real data and real scenarios. Most teams report higher adoption and confidence within weeks rather than months.
No, and this is rarely recommended. Implementations are phased to deliver value quickly while managing risk. Organisations often start with scheduling, mobility, and visibility, then expand into automation, self-service, and advanced analytics as readiness increases.
Yes. This approach is well suited to utilities, energy, and asset-intensive organisations where compliance, auditability, and safety are critical. Digital work orders, signatures, asset history, and reporting support strong governance and traceability.
Results vary by organisation, but common outcomes include:
- Higher technician utilisation
- Improved first-time fix rates
- Reduced administrative time
- Faster invoicing and improved cash-flow visibility
Many organisations begin seeing measurable ROI within the first few months after go-live.
Support does not end at implementation. Ongoing optimisation, usage monitoring, and continuous improvement ensure the platform continues to deliver value as operations evolve.
Salesforce Field Service scales effectively from mid-market service teams to large enterprise operations. The deciding factor is not size, but whether field operations are critical to customer experience, revenue, or compliance.
If you are ready to talk, a Field Service Strategy Call helps assess fit, complexity, and potential ROI.
If you are still exploring, the 2-minute Field Service Maturity Assessment provides a quick benchmark and highlights improvement opportunities.
