PDS Consulting / Bundles / Service Operations
Service Operations Bundle
One bundled program that lands Service Cloud, Salesforce Field Service, and the integrations between them on a coordinated timeline — not four separate Salesforce projects and an integration that ends up as a Phase-12 emergency rebuild. Field service modernization is one operating change. PDS sells the bundle because the operating model is the thing, and codifying it once — then applying it coherently across the stack — is what makes the transformation hold past go-live.
At a glance
- Includes
- CRM (Service Cloud) + Salesforce Field Service + Systems Integration — as one program. Optional: Experience Cloud + Data Architecture.
- Best for
- Service-led businesses with field technicians or crews doing customer-site work — moving & storage, transportation, manufacturing service ops, and similar
- Three flavors
- Core (3 services) · Customer-Facing (adds Experience Cloud) · Full (adds Data Architecture)
- Sponsors
- COO + VP Service + CIO (operations-led sponsorship structure)
- Pricing
- Quote, on scope — with a transparent multi-engagement discount
Field service is one operating change, not four disconnected Salesforce projects.
The dispatch operating model, the technician mobile flow, the parts-inventory integration, and the customer-visibility experience are all dimensions of one operating change. They can't be procured cleanly as separate projects because the same operational decisions — dispatch logic, crew composition, mobile flow, parts replenishment rules — cascade across all of them. The Service Operations Bundle exists because one architect owning those decisions across the whole stack is the only structure that survives go-live. Four separate vendors produce four slightly different versions of what the operation does, and the contradictions live on long after the go-lives.
Does any of this sound familiar?
- Dispatchers spend half their day on the phone. The system was supposed to fix that — but the configuration doesn't reflect how they actually think about the work.
- Technicians are on paper. A mobile app has been rolled out twice; within 90 days both times, they went back to paper.
- Jobs get done, but parts and labour slip through the cracks — invoicing is 20% short of what was actually delivered, and reconciliation is manual.
- Customers call to ask "where's my tech" thousands of times a month — calls that shouldn't need to happen.
- The SLA and first-time-fix reports don't reflect reality. The data to know for certain doesn't exist.
- A Field Service rollout was done two years ago. The incumbent partner built it. The integration to ERP was Phase 2. You are in Phase 4 of Phase 2.
One operating model. Every component built against it.
The senior dispatcher's operating model is codified once and applied coherently across Service Cloud, Field Service, the integration interfaces, and — where in scope — the customer portal and service analytics.
Foundation
CRM Implementation — Service Cloud
Cases, accounts, contacts, assets, entitlements, service contracts, knowledge base. The Service Cloud data model that Salesforce Field Service depends on — the asset hierarchy and entitlement model are decided here, once, and consumed downstream.
Dispatch & field
Salesforce Field Service Implementation
Dispatch operating model codified from the senior dispatcher's own rules. Work order management, mobile technician flow, asset hierarchy, preventive maintenance scheduling, truck-stock visibility, and integration-ready interfaces for the ERP flows. Dispatcher pilot and technician field pilot are non-negotiable before broad rollout.
Connect it all
Systems Integration
The flows that tie Field Service to ERP — parts inventory sync, labour capture, invoice generation, arrival-visibility data feed to the customer portal. In the bundle from Day 1, not a Phase-2 addition. Integration is never inside the Field Service or CRM engagements; it is always its own scope.
Optional components
Experience Cloud & Data Architecture
Experience Cloud (customer-facing service portal) — adds arrival visibility, case self-service, and service history; launches after Field Service is in production. Data Architecture — service analytics depth for first-time-fix trends, technician productivity, asset failure patterns, and SLA compliance. Both are optional additions to the Core bundle.
This bundle is built on Salesforce. PDS is independent — not a reseller, with no platform partner tier — so the recommendation always serves the operation, not a licensing margin.
How it runs — value at each go-live.
Not a single big-bang cutover. The foundation lands first; Field Service goes live in a controlled territory pilot; integration follows each go-live in sequence. The customer portal comes online only after Field Service is producing real data for it to consume.
01 · Joint kickoff
One discovery sprint across all components. COO + VP Service + CIO sponsorship matrix locked. Senior dispatcher interview schedule confirmed. The FS Readiness Sprint runs alongside early Service Cloud work.
02 · Service Cloud live
Service Cloud foundation stabilises — accounts, contacts, assets, entitlements, service contracts. Asset hierarchy and entitlement model are decided here. Field Service design begins once the data model is firm. Integration interface design runs in parallel.
03 · Field Service pilot
Dispatcher pilot runs first — the system is validated against real dispatching decisions before broader rollout. Technician field pilot follows on a contained set of real jobs. The integration build is running in parallel throughout.
04 · Full go-live
Phased FS rollout by territory or service line — go-live window planned around the buyer's peak season. Integration flows land. Where in scope, the customer portal goes live after FS is in production. Transition to Managed Operations follows.
Three flavors, two non-negotiables. The Core bundle (Service Cloud + Field Service + Integration) is the baseline program. Customer-Facing adds the Experience Cloud customer portal. Full adds Data Architecture and service analytics on top. All three flavors share the same composition and scope-boundary rules — and every flavor requires the dispatcher pilot and technician field pilot before broad rollout. Those pilots are not compressible.
What the bundle delivers that separate projects don't.
- One operating model — dispatch logic, technician flow, parts integration, and customer experience designed against one coherent operating narrative, not four uncoordinated configurations.
- Integration to ERP in scope from Day 1 — parts inventory, labour capture, and invoice generation are never a Phase-2 surprise.
- The senior dispatcher's tribal knowledge codified once — and applied consistently across the FS configuration, the customer portal's arrival-window logic, and the analytics' SLA definitions.
- A single COO/VP Service narrative — one steering committee covering the whole service modernization, not four projects competing for operations leadership attention.
- Audit and analytics readiness from Day 1 — service-contract entitlements, parts and labour capture, and first-time-fix data coherent across the stack, not stitched together after go-live.
What you're aiming at.
- Dispatch automation that reflects how the senior dispatcher actually thinks — not optimizer defaults she works around.
- Real-time technician location, ETA, and status visible to dispatch and customer service.
- Mobile-first technician workflow that actually gets adopted — the dispatcher pilot and field pilot catch friction before full rollout, not after.
- First-time-fix rate measurable for the first time — and managed against, not estimated.
- Quote-to-invoice for service work: parts and labour captured in the field flow through to invoice without manual reconciliation.
- Customer arrival visibility — where Experience Cloud is in scope — reducing inbound "where's my tech" call volume.
Outcomes are what this bundle is built to deliver, grounded in the constituent services' architecture disciplines and the integration structure that ties them together. PDS bundle engagements are new — as they close, this section gets measured results behind the forward-looking targets.
Who it's for.
- Service-led businesses with 5–200 field technicians or crews doing customer-site work — moving & storage, transportation and logistics, and vertically integrated manufacturing service operations are the anchor verticals. HVAC, commercial equipment service, telecom field installation, and similar are strong fits.
- On Salesforce already — or prepared to implement Service Cloud as the program's foundation.
- With COO + VP Service + CIO sponsorship and named champions in dispatch, service management, and IT.
- Triggered often by a failed prior FS rollout being recovered, a new COO mandate, field workforce expansion past the point where spreadsheet dispatch works, board-level pressure on customer visibility, or an M&A consolidation across multiple field-service systems.
- Asset and entitlement data accessible or willingness to clean it up as part of the engagement. A planned go-live window that avoids peak season.
When it's not the bundle.
- Inside-sales or desk-based service organisations without field technicians — Service Cloud alone covers that well.
- Companies committed to ServiceTitan, ServiceMax, IFS, Microsoft Field Service, or other non-Salesforce field service platforms — the bundle is built on Salesforce and doesn't stretch across platforms.
- Fully transactional break-fix businesses with no preventive maintenance and no recurring customers — the value from contracts, assets, and recurring service cycles isn't present to compound.
- Buyers without a senior dispatcher whose tribal knowledge can be captured — the FS spec's dispatcher codification is non-negotiable, and there's no shortcut around it.
- Without COO or VP Service sponsorship — service-ops modernisation driven by IT alone fails. The bundle won't kick off without operations leadership in the room.
Already running Service Cloud but unsure whether you need the full bundle? A short conversation is usually enough to tell whether a targeted Field Service engagement or the full bundle is the right shape.
No pitch, no pressure
One field service programme, not four separate projects.
A 30-minute call is enough to tell whether your service operation is bundle-shaped — and whether Core, Customer-Facing, or Full scope fits the programme.
Book a call →Or explore the other bundles or individual services.