Middle East commercial HVAC & facilities contractor — turning chiller service contracts into a renewal machine

The contractor ran on a service-contract book worth around $720K annually — 700 active contracts across 300 building systems (chiller plants, air-handling units, and fan-coil networks) in towers and mixed-use developments across the Middle East. The book was the entire business: renewal rate determined cash flow, and PM coverage determined renewal rate.

The problem: PM scheduling lived in spreadsheets and dispatcher heads. About 18% of preventive visits were slipping past contract SLA each quarter — filter changes missed, refrigerant checks deferred, belt inspections forgotten until a chiller tripped in 45°C heat. In a Middle East summer, a failed plant room is a building-wide emergency — tenants notice within the hour. Renewal conversations got harder every year.

Emergency callouts were worse. With no unified asset book, every truck roll started with a discovery exercise: "what's actually in that plant room?" Half the visit was wasted before work began. Refrigerant-handling records — required under regional environmental regulations and the Montreal Protocol phase-down — lived on paper that piled up in dispatcher offices and were nobody's favorite during an audit.

We rebuilt the operation around three Salesforce primitives — Service Contracts driving Entitlements, Entitlements driving Maintenance Plans, and Asset 360 anchoring the whole thing.

• Service Contracts → Entitlements → Maintenance Plans. Every contract auto-generates Maintenance Plans for every covered Asset on the right cadence — monthly, quarterly, semi-annual. Work Orders land in the dispatch queue ahead of time. Scope leakage doesn't even start.
• Asset 360 hierarchy. Account → Site → Tower → Plant Room → Chiller/AHU/FCU → Components, modeled as Asset records with parent-child relationships. Every emergency callout now starts with the unit's full service history and warranty status — no plant-room discovery.
• Mobile-first PM checklist. Custom Lightning components on the Field Service mobile app turned each PM into a structured checklist with photos, refrigerant-log fields, parts consumed from van stock, and customer signature — and it works offline, so basement plant rooms with no signal are no longer a gap. Signed off before the tech leaves site.
• Bilingual Customer Experience Cloud portal. Property managers and facility leads log in — in Arabic or English — to raise emergency callouts, see open Work Orders, and view PM history. Calls into the dispatch desk dropped noticeably.
• MuleSoft to ERP. Parts consumed on the Work Order flow back to the ERP for billing and inventory; Work Order revenue and warranty status flow back to Salesforce for reporting.

Tech stack: Salesforce Field Service, Service Cloud, Experience Cloud, MuleSoft, Lightning Web Components, mobile inventory (Product Item / Product Request / Product Transfer).