Engineering field service and quote-to-revenue for Barloworld Equipment

Heavy-equipment dealers run demanding field-service operations. Machines are high-value, distributed across sites and often mission-critical to the customer's own operation, so service has to be scheduled, dispatched and completed against tight expectations — with the right technician, the right parts and an accurate record of what was done.

That field operation is inseparable from the commercial side of the business. Service work, parts and equipment all have to be quoted, priced and turned into revenue accurately, and when the service system and the revenue process are disconnected, work is double-captured, billing lags the work and margin leaks between the two.

Spanning field service, quote-to-revenue and a parts and equipment programme in one engagement meant engineering across scheduling, pricing and inventory concerns at once — each with its own data and rules — and keeping them coherent on a shared platform.

For an equipment dealer, service and parts are a major revenue stream in their own right, not an after-sale cost. Every hour a machine is down is an hour the customer is not productive, so the speed and reliability of the field-service operation directly shapes the customer relationship and the dealer's competitiveness.

The commercial stake is margin integrity. When quoting, pricing and revenue recognition are disconnected from the work actually performed, revenue leaks and reporting blurs. Connecting the service operation to the process that bills it is what protects the margin on that revenue stream.

The engineering team ran discovery across both the service and commercial operations — how work orders are raised, scheduled and dispatched; how technicians, parts and assets are tracked; and how quotes become revenue. That established where field service and revenue management had to share data and where they legitimately differed.

The architecture placed Salesforce Field Service as the system for scheduling, dispatch and field execution, and Salesforce Revenue Cloud as the quote-to-revenue engine, on a shared platform so service work and the commercial process draw on the same records rather than reconciling across systems.

Build ran iteratively across the workstreams — field service, Revenue Cloud and the parts and equipment (Torque) programme — with integration and testing treated as first-class work so scheduling, pricing and inventory behaved consistently before each release rather than being stitched together afterwards.

Cloud23 engineered a field-service capability on Salesforce Field Service, giving the dealer structured scheduling, dispatch and field execution — work orders, technician assignment and asset tracking managed on one platform rather than across disconnected tools.

Quote-to-revenue was engineered on Salesforce Revenue Cloud, so service work, parts and equipment are quoted, priced and turned into revenue through a consistent commercial process connected to the service records that generate it.

The parts and equipment (Torque) programme extended the platform across the parts and equipment side of the business, keeping the commercial and service views aligned across the dealer's operation.

The architecture connects two operational domains on one platform: Salesforce Field Service for the service operation and Salesforce Revenue Cloud for the commercial, quote-to-revenue process. Both share a common data model so a work order, its parts and its billing are facets of the same records rather than copies reconciled across systems.

Field Service owns scheduling, dispatch and field execution — the work orders, technician assignments and asset history that run the front-line operation. Revenue Cloud owns quoting, pricing and revenue recognition, taking the work performed in the field and turning it into accurate, governed commercial transactions.

Because the two domains sit on a shared platform rather than integrating across a boundary, service and revenue stay consistent: what is scheduled and completed in the field is the same record the commercial process quotes and bills against, which is what closes the margin gap between doing the work and getting paid for it.

The programme delivered a connected field-service and revenue-management capability, giving the dealer a single platform across scheduling and dispatch on one side and quote-to-revenue on the other — where previously those operations were handled separately.

The platform gives the business a consistent commercial process for service work, parts and equipment, with quoting, pricing and revenue drawing on the same records the service operation runs on, which supports margin integrity across that revenue stream.

The parts and equipment programme extends that consistency across the dealer's parts and equipment business, so the commercial and service views of the operation stay aligned as the capability is used and evolved.