Replacing Siloed Systems with a Unified Platform

Challenge

Convergent Dental, makers of the Solea CO2 laser, faced critical operational constraints during rapid growth. Their existing Service Cloud couldn't handle anticipated 2-3 year growth projections. Not all team members had access to the same information, hindering communication. There was no system to track replacement parts, service, or maintenance requirements. Field service scheduling operated separately from Salesforce, and technicians were sometimes scheduled to travel farther than necessary while closer techs were available. Service call sign-offs required spreadsheets, scanning, and manual attachment — increasing data-entry errors.

Solution

Engineering Square implemented a comprehensive Salesforce ecosystem including Sales Cloud as a unified sales platform, Service Cloud Console providing a single home screen for all customer interactions, and Field Service Lightning replacing disconnected scheduling with mobile field documentation and client sign-offs. The integration strategy connected all previously siloed systems into one unified platform with geolocation-based technician assignment.

Results

• Teams gained instant access to integrated data across all departments
• Service calls and scheduling became more efficient with geolocation-based technician routing
• Staff can easily gather, review, and report on a variety of operational metrics
• Platform supports current operations while scaling for future growth

Technologies