ProQuest Consulting

28/01/2026

💭 If your field service teams feel slower than they should be, the issue is probably not effort or capability.

It is friction.

We break down where time is really lost on site, before the work even starts, during the job, and at close-out, and why they matter to service leaders.
👉 https://proquestit.com/insights/slows-down-field-service-technician-onsite/

23/01/2026

⭐️ 5/5 CSAT ⭐️Huge shoutout to the incredible team at Aurora Expeditions for the trust, collaboration, and feedback throughout this journey.

Together, we reimagined Field Service. Not fixing things in the field, but assembling world-class expedition crews using Salesforce to deliver once-in-a-lifetime experiences at the ends of the Earth. Less admin, more confidence, and smoother voyages all round.

Here’s to partnerships that push boundaries, deliver real outcomes, and create memories worth travelling the globe for 🌊🚢

21/01/2026

By 2030, customers won’t call your contact centre.
They’ll expect you to call them first.

The shift to proactive service is already happening.
The surprising part is how fast teams need to adapt.

Research shows most companies expect to flip from reactive to proactive support in just 3 years.

That’s the real challenge. Most contact centres are still running on siloed tools, generic messages, and handle-time targets.

That won’t cut it in 2030.

The smartest service teams are already:
✅ Moving everything into the CRM
✅ Using AI to support, not replace agents
✅ Tracking effort and loyalty, not just speed

We broke it all down in a new blog.
👉 https://proquestit.com/insights/contact-centre-2030-metrigy/

According to new research from Metrigy, contact centres that don’t evolve risk losing customer trust, efficiency, and their competitive edge.

19/01/2026

🚨 BREAKING NEWS: Salesforce is about to launch Voice-to-Form for Field Service.
A new way for technicians to close out jobs faster, with less admin and fewer delays.

Technicians aren’t hired to fill out forms. But it is a critical part of their jobs, and they have to do it in the rain, on the bonnet of the van, just to close out the job.

That is the part of field service that Voice-to-Form, powered by Agentforce, is here to improve.

🎙️ Press and talk
🤖 Agentforce captures the details
✅ Work orders filled in automatically, while the tech is still on-site

No more admin pileups. No more missed updates. Just clean, fast handovers with less effort.

This is available in Beta as part of Agentforce for Field Service, and it is shaping the next evolution of how jobs get done.

At ProQuest, we are ready to help you explore it. If you're looking to empower your field teams and simplify the way jobs get done, we're the partner to make it happen.
👉 https://proquestit.com/insights/voice-to-form-field-jobs/

17/12/2025

CRM admin eats your team’s time, momentum, and sanity.
🎄 This Christmas, give them the ultimate gift: no more typing.

“Hey Siri, log my meeting notes.”
Done.

With Hey-Siri No-Touch Salesforce, your sales reps, service agents, and field teams can update Salesforce simply by talking — with Agentforce AI doing the work behind the scenes.

No hands.
No hassle.
Just clean, up-to-date Salesforce data.

We’re exploring which voice-driven Salesforce use cases matter most right now.

🎤 If you could update Salesforce just by talking to Siri, what’s the ONE task you’d automate first?

Take 30 seconds to share your idea — and as a small thank you, you’ll go into the draw to win a $50 Amazon voucher 🎁
👉 https://forms.gle/p9VfqfBeSa1DdkRb7

03/12/2025

The mo’s are gone, but the impact lives on.
We raised $1,230 for and walked 50.38 km in support of men’s health.

Big thanks to our Mo Squad, especially Raul for leading the charge and Damian Pauley for hitting the pavement.

Read more here: https://proquestit.com/insights/movember-proquest-2025/

01/12/2025

Five stars is great. But the real win? Driving impact that earns it. ⭐⭐⭐⭐⭐
We're thrilled to receive a 5-star Customer Satisfaction Rating from HomeRepair, trusted by Australia's leading insurers to restore damaged homes with care and precision.

Our Health Check focused on helping them unlock even more value from Salesforce Field Service, including:
✔️ Faster, more consistent service through improved assessor workflows
✔️ Reduced delays and better communication with smarter scheduling
✔️ More accurate updates thanks to enhanced mobile tools
✔️ A clear plan to keep evolving and improving customer experience

Massive thanks to the HomeRepair team for the trust and collaboration. It’s a privilege to keep supporting your journey to deliver a better experience for your assessors, dispatchers, and most importantly, your customers.

28/11/2025

How QMS Turned Around Their Field Service Ops and Gave ProQuest ⭐⭐⭐⭐⭐

QMS Media is responsible for keeping the City of Sydney’s street furniture, bus shelters and public assets clean, safe and operational - and that takes serious coordination behind the scenes.

When they came to ProQuest Consulting, their Salesforce Field Service setup needed clarity, stability and immediate improvements.

We fixed:
• Workflow gaps
• Scheduling pain points
• Technician mobile issues
• Integration reliability problems
• A lack of a long-term optimisation plan

We delivered business outcomes:
• Smoother operations
• Better experience for field techs
• More predictable and accurate job data
• Less manual intervention
• Renewed confidence in Salesforce

What makes ProQuest different?
QMS came to us for a health check, and we did more than diagnose. We sat with dispatch, rode with techs, and solved the problems others overlook — delivering quick wins and a system that truly works. The result? A 5-star CSAT.

If your Field Service org isn’t performing, let’s talk about a Health Check.

27/11/2025

⭐ 5/5 CSAT ⭐ A huge shoutout to the amazing team at Kudosity, led by Erin Evans, for their heartfelt feedback and continued collaboration through our Customer Success Program!

We’re proud to support Kudosity in delivering smarter, AI-driven service with Salesforce. Your trust means the world to us.

Here’s to many more CSAT dances 💃 and partnerships built on real collaboration and meaningful impact.

26/11/2025

🎉 Teamwork, tech, and a touch of karaoke chaos? Yes please.

Our end-of-year celebration with the amazing crew at Decision Inc. brought the energy — from Annual Awards and city-wide races to strategic gift-stealing (aka Dirty Santa) and back-to-back karaoke sessions.

Same values. Same vibe. One unforgettable day.
👇 Check out how we wrapped 2025 with laughs, lung power, and a whole lot of heart.
📸 https://proquestit.com/insights/team-spirit-end-of-year-2025/

21/11/2025

Worried AI might put your job at risk? That’s not the real danger.
It’s fast. It’s polished. It sounds confident, like it knows exactly what it’s doing.
So we trust it.

And the moment we stop thinking, stop checking, stop asking “does this make sense?”

That’s when things start to slip.
Not because AI took over. But because we handed over judgment too easily.
Before you trust the next “smart” answer, read this: https://proquestit.com/insights/ai-doing-the-work-what-are-you-doing/

31/10/2025

🚨 Most transformations fail.
Not because of the tech. Not because of the teams.
But because the rollout doesn’t deliver quick wins.

And without those early wins?
💥 Adoption stalls
💥 ROI disappears
💥 Your investment becomes a glorified scheduling app

At ProQuest, we’ve seen it all: the projects that fly and the ones that fizzle.
👉 This new blog post breaks down the two things you absolutely need to get right:
1️⃣ Nail early wins (and get your techs on side)
2️⃣ Build a feedback loop that fuels continuous improvement

📖 Real examples. No fluff. Stats. Sarcasm.
If you’ve ever worked in field ops, or rolled your eyes at a new system rollout, this is for you.

🔗 Read it here: https://proquestit.com/insights/field-service-transformations/
👷‍♀️ Know someone in the field service trenches? Tag them below. They’ll thank you later.