Case Study: Delivering a Customer-First Field Service Solution for LightSpeed Broadband
Client Overview
LightSpeed Broadband Ltd. is a UK-based fibre broadband provider focused on delivering high-speed internet to underserved communities. CloudJungle partnered with LightSpeed from its inception, helping shape its Salesforce ecosystem to support rapid growth.
Challenge
LightSpeed wanted to build its field operations with a customer-first approach, ensuring that customers had control over their broadband installation and service appointments. The company required a solution that could:
Enable customers to book their own appointments while ensuring efficient engineer allocation.
Manage multiple work types, including broadband installations, audits, service visits, and maintenance.
Equip field engineers with the right tools to complete jobs efficiently, including access to job details, inventory tracking, and media storage.
Scale seamlessly to support growing demand and new service offerings.
Solution
CloudJungle implemented Salesforce Field Service Lightning (FSL) as the foundation of LightSpeed’s field service operations. The solution was delivered iteratively to maximize value at each stage, starting with customer appointment booking and engineer scheduling before expanding to include additional work types and operational enhancements.
Key Implementations
Customer Self-Service Appointment Booking – Customers can select their preferred installation or service time slots, aligning with LightSpeed’s focus on customer empowerment.
Optimized Engineer Scheduling & Dispatch – Work orders are assigned automatically based on engineer availability, skills, and location.
Work Order Management for Multiple Job Types – Supporting installations, audits, service visits, and maintenance within Salesforce.
Mobile-Optimized Engineer Experience – Engineers use the FSL Mobile App to access job details, update statuses, and log work efficiently.
Inventory & Asset Tracking – Ensuring engineers have the necessary equipment before arriving at appointments.
Media Storage for Documentation & Compliance – Engineers can capture and upload images and videos directly within Salesforce.
Implementation Approach
CloudJungle deployed the FSL solution in phases to ensure quick value realisation while allowing for continuous improvement:
Initial Launch: Appointment Booking & Installations – Focused on giving customers the ability to book their own appointments and ensuring seamless engineer dispatch.
Expansion to Audits & Service Jobs – Additional work types were introduced to support ongoing service needs.
Inventory & Mobile Enhancements – Engineers gained real-time stock visibility, reducing the risk of job delays due to missing equipment.
Automation & Process Refinements – Continuous optimizations were made to improve scheduling efficiency and data capture.
Results & Benefits
The customer-first implementation of Field Service Lightning has enabled LightSpeed to:
Provide customers with greater flexibility in managing their own appointments.
Streamline job scheduling and engineer dispatch, reducing manual intervention.
Improve inventory management, ensuring engineers arrive fully equipped.
Enhance engineer efficiency with mobile access to work orders and documentation.
Establish a scalable foundation for future growth and additional service offerings.
Conclusion
By implementing Salesforce Field Service Lightning with a customer-first approach, CloudJungle has helped LightSpeed Broadband streamline its operations while enhancing the customer experience. With self-service appointment booking, optimized scheduling, and real-time engineer tracking, LightSpeed now operates a field service model designed for both efficiency and customer convenience.
Looking to enhance your field service operations? Contact CloudJungle to learn how we can help your business scale effectively.
