Cold Sun Enterprise provides daily Salesforce Field Service expertise to Henry Schein UK — optimizing their existing platform and managing a full migration from ClickSoftware to Salesforce Field Service.
Henry Schein UK operates one of the largest medical equipment field service organizations in the UK — servicing dental and medical equipment across hundreds of customer sites daily. Their field operations ran on ClickSoftware, a legacy platform that had reached its limits.
Scheduling complexity was growing faster than ClickSoftware could accommodate. Integration with Henry Schein's broader Salesforce environment was limited, mobile tools for field engineers were outdated, and the analytics available to operations management were insufficient for the scale of the business.
Henry Schein needed a partner who could both optimize what existed today and manage a responsible migration to Salesforce Field Service without disrupting daily field operations.
ClickSoftware was no longer keeping pace with Henry Schein's scheduling complexity, mobile requirements, or integration needs.
Field engineers used mobile tools with limited offline capability, poor UX, and no integration with asset service history or knowledge articles.
ClickSoftware operated in isolation from Henry Schein's Salesforce CRM — customer data, service history, and case management were siloed.
Operations management lacked real-time dashboards for SLA performance, technician productivity, and first-time fix rates.
Dispatchers spent significant time on manual scheduling adjustments that should have been handled by intelligent automation.
Immediate improvements to the existing environment to deliver value before migration began.
Full ClickSoftware-to-Salesforce migration without interrupting daily field operations during transition.
Field Service fully connected to Henry Schein's Salesforce CRM, case management, and customer records.
Salesforce Field Service mobile replacing ClickSoftware's mobile app — offline-ready with full job and asset context.
A daily Cold Sun presence for ongoing optimization, release management, and platform evolution.
Cold Sun's engagement with Henry Schein UK began with a platform assessment of the existing ClickSoftware environment — identifying quick-win optimization opportunities that delivered immediate operational value before the migration program started.
The migration followed Cold Sun's ClickSoftware-to-Salesforce playbook: full data migration of work order history, technician profiles, and scheduling rules; parallel-run validation; and a managed cutover with Cold Sun embedded on-site through the transition.
Post-migration, Cold Sun continues to provide daily embedded support — handling ongoing optimization, new feature rollouts, and Salesforce release management as Henry Schein's platform partner.
Identified and delivered scheduling rule improvements and mobile configuration fixes in the existing environment before migration began.
Ran Salesforce Field Service in parallel with ClickSoftware during validation — ensuring parity before any production cutover commitment.
Connected Field Service to Henry Schein's Salesforce CRM — syncing customer accounts, service history, and case management in real time.
Ongoing Cold Sun resource embedded in Henry Schein's operations team — handling platform management, optimization, and strategic advisory.
Cold Sun gave us the confidence to migrate off ClickSoftware without risking our daily operations — and they've been embedded in our team ever since, making our platform better every week.
Cold Sun Enterprise delivers visible impact within 10 days of every engagement. Let's talk about what that looks like for your organization.
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