Transforming Field Service Operations
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“Bolt Data has been a critical resource for the delivery of our Salesforce ecosystem. The team has the unmatched expertise, professionalism, insight, and leadership that has guided us through extremely complex configurations, integrations, and implementations. If not for the expert team at Bolt Data, we would not be as far along as we are in our Salesforce/ServiceMax journey. We are grateful to the team and leadership at Bolt Data for the support provided. I look forward to the continued partnership for the foreseeable future!”
The Challenge
PerkinElmer, a global leader in diagnostics and analytical solutions, operates in a highly complex environment, supporting scientific advancements through both laboratory and field services. Over the years, the organization has encountered the types of operational challenges common to large-scale enterprises: fragmented legacy systems, regional process inconsistencies, evolving business models, and growing demands for connected digital experiences across internal teams and partner networks.
When Bolt Data began its partnership with PerkinElmer over seven years ago, the company was looking to modernize its global field service infrastructure. The existing tools and processes were regionally siloed and lacked the flexibility and visibility needed for scalable growth.
From that starting point, PerkinElmer’s needs continued to evolve, driven by changes in the market, internal restructuring, and a broader push to improve how sales, service, and operations worked together. A key milestone came in 2023, when a corporate divestiture created the need for a dedicated Salesforce environment for the Analytical & Enterprise Solutions (AES) division, along with new quoting tools that could support modern requirements.
What PerkinElmer needed was not a one-time implementation, but a long-term partner with the ability to adapt, scale, and guide them through transformation, again and again.
The Solution
Bolt Data has worked alongside PerkinElmer as a trusted advisor across multiple phases of transformation, providing implementation services, strategic guidance, change management, integrations, and ongoing support.
Global Field Service Modernization
The partnership began with a global rollout of Salesforce Service Cloud and ServiceMax. This initiative unified field service processes, improved technician efficiency, and laid the foundation for a scalable digital ecosystem.
Key achievements included:
- Harmonization of service workflows across geographies
- More than 40 integrations between Salesforce, ServiceMax, and SAP
- A custom auto-assignment engine to route work based on technician skill and location
- iPad and Windows interface customizations that reduced clicks and enabled a 20% reduction in work order closeout time
- Migration of legacy service data into a single global Salesforce instance
Ongoing Optimization and Managed Services
Between major implementations, Bolt Data has continued to support PerkinElmer through managed services and enhancement work. As the business evolved, Bolt Data helped refine processes, build new capabilities, and ensure alignment between teams.
AES Org Migration Post-Divestiture (2023)
When PerkinElmer spun off the AES division in 2023, Bolt Data led the design and delivery of a dedicated Salesforce environment optimized for AES. This included thousands of users across sales and service, a full quoting process redesign to support the division’s business goals, and continued SAP integration.
Extensive discovery during the planning phase ensured the migration would provide stability on the new platform, with an emphasis on stability, reliability and continuity of business.
Sales Transformation with Salesforce CPQ
Most recently, AES faced a decision point: continue using a legacy quoting platform or move to a more flexible, scalable quoting platform. Bolt Data guided the evaluation, provided Salesforce CPQ-certified experts, and led the implementation of Salesforce CPQ for hundreds of users, including Partner Community functionality.
The CPQ rollout included:
- Advanced product configuration, bundling, pricing, and discount management
- Multi-currency and multi-language capabilities for global operations
- Workflow approvals and distributor pricing support
- Internal change management and training to accelerate adoption
The Results
Over the past seven years, Bolt Data has become a true extension of the PerkinElmer team, helping the organization stay agile in the face of change, while continuously improving how work gets done across service and sales functions.
Together, PerkinElmer and Bolt Data have:
- Transformed global field service operations with measurable improvements in technician productivity
- Migrated AES to a new Salesforce org purpose-built for post-divestiture growth
- Modernized sales quoting with Salesforce CPQ to support scalability, speed, and partner collaboration
- Delivered a fully integrated Salesforce-ServiceMax-SAP environment
- Maintained momentum through continuous managed services and enhancements
This partnership reflects what’s possible when organizations invest in long-term alignment and trusted collaboration.
