Asperii enabled Floor Coverings International to deliver superb service and on-the-spot contract completion with the Salesforce Field Service Lightning solution
Floor Coverings International (FCI) is a franchise company specializing in flooring solutions.The current field service system was antiquated with no CRM integration, and could not support the growing number of field associates. FCI wanted to streamline floor measurement and the contract completion process, so associates can complete new contracts on premise.
Part of the challenge was to create a central robust mobile system across 150 franchises and their employees, with features customized to specific Company needs with ability to scale as the company grows.Develop a mobile app compatible with the standard-issue tablet used by the design associates, requiring minimal technical expertise. Improve customer service by reducing time required to create a price quote and by reducing call backs.
Asperii customized FSL to include quick and accurate floor measurements; comparison of different configurations; full price calculation; contract generation and signing.
Having built and maintained a legacy CRM system for many years, when it came to modernizing FCI looked to a SaaS solution. The company considered a number of options before following Asperii’s recommendation to use Salesforce Field Service Lightning as the most comprehensive solution, compatible with the current CRM and mobile devices used by associates. Asperii learned the FCI business, joining design associates on home visits to assess user needs. Asperii customized FSL to include quick and accurate floor measurements; views of flooring materials; comparison of different configurations; full price calculation; contract generation and signing. The new system was integrated with the Company’s existing CRM system.
- Training of new design associates decreased from a day and half to about an hour through distance learning and self-guided exercises.
- The in-classroom training is now spent on role playing the customer experience process. Design associates started using the new app to capture customer before and after pictures, communicate with teams and navigate to customer homes.
- Within the 90-minute window allocated for a home visit, a design associate can now comfortably complete the full sales process including measurement, choosing flooring options, generating a price quote and signing.
- This has led to a significant reduction in go-backs, enabling associates to increase new customers at an average of one per week.
Vice President of IT/BI, Floor Coverings International