Lead Creation to Deal Closure
Full-Circle Sales Appointment
|Solution:||Salesforce Field Service Lightning, Call Center|
|Development:||Standalone Tablet App|
Floor Coverings International (FCI) is North America’s leading in-home design floor coverings brand, with a sprawling franchise operation all over U.S and Canada.
Prior to contacting Asperii, FCI used a legacy FSM system with no CRM integration that wasn’t able to support the growing number of Design Associates working from more than 150 franchises across the U.S and Canada. FCI looked for a single platform that will consolidate its entire operation – sales, CRM, billing, call center, and on-site contract completion.
Additionally, FCI had two specific goals: First, to significantly shorten the time from when a lead is created in the system to when a Design Associate is making a home visit by allowing easy and convenient appointment scheduling independently by customers and internally by the call center and the design associates. Second, to allow Design Associates to complete a full circle sales appointment at the home of the customer – taking measurements, sketching the floorplan, suggesting different materials to customers, drafting a price quote, and signing a contract.
To enable the full cross-company integration of systems that FCI needed, Asperii utilized Salesforce’s Marketing Cloud, Sales Cloud, Service Cloud, and its Mobile platform to achieve a seamless Lead Creation to Deal Closure flow.
We utilized Field Service Lightning as the core scheduling engine and customized it to operate GANTT-less, meaning, with no dispatcher. We configured the system to allow multiple entities to schedule appointments directly with a franchise-specific calendar view; customers via the website, call center and Design Associates directly. We’ve included a two-way synchronization of Field Service Lightning with Design Associates Outlook to block appointment slots made on either side.
The Tablet App carried by Design Associates (see Development Spotlight) was fully integrated with Field Service Lightning’s database for inventory availability, taking Before & After photos, communication via Chatter and navigation to customer’s home.
Asperii designed and developed for FCI a custom Tablet App to be carried by Design Associates that allows them to ‘sketch’ a floorplan by inputting measurements, then layering the floorplan with different materials to produce exact price quotes – on the spot – for the various materials. Last, based on the customer’s choice, the creation of a final contract to be signed directly on the tablet.