How an AppExchange App is Generating Opportunities for Customers Across Industries
For ServiceEcho, as with all AppExchange partners, customers are at the core of the business. Our team at ServiceEcho strives to build a sense of trust with clients, aligning with Salesforce values. Our entire development process is built around making things simple for our customers. As a result, we are able to take our decade-long experience to greater heights through our partnership with Salesforce, alongside our customers who have been here since day one.
This blog post will highlight the impact our AppExchange app has had on a variety of companies across multiple industries, and explore how partnering with Salesforce helped enable that success. We’ve omitted the names of certain customers at their request.
Oil and Gas Industry: Generating opportunities
This organization has been a leader in Hydrogen Sulfide (H2S) treatment for the oil industry since the 1980s and has a track record of over 50,000 projects. They have grown across the world and currently have operations in Canada, the US, Asia, and the Middle East.
They faced quite a few challenges in terms of improving their invoicing process and getting paid on time, field and sales teams were operating on different CRM systems, they were looking for a way to increase visibility between teams and a way to empower their technicians.
By implementing ServiceEcho with Salesforce, our customer has the perfect tool to generate opportunities from the field, create work orders instantaneously, and keep the office updated with tasks ready to be invoiced. By adding an FSM platform that seamlessly integrated with their CRM, we enabled them to access all quotes and customer records with ease. Ultimately, there was a 50% reduction in office to field communications, an 80% reduction in time spent on converting quotes into work order dispatch, and 100% visibility on opportunities generated by technicians using our app.
Quote from company:
“ServiceEcho exceeded our expectations during the onboarding and going live process.”
Irrigation and Lawn Sprinkler Industry: Scaling and modernizing
This organization is Toronto’s top professional irrigation company that has over 60 years of hands-on experience. Specializing in lawn irrigation design, construction, service, and installation for use in residential, commercial, industrial, recreational, and golf course applications.
Growing at a fast rate, they faced challenges associated with efficiency and scale, such as managing an increased workload, staff, and a larger client base with more customer touchpoints. Their office managers were becoming overworked and their old ways of doing things just couldn’t keep up with the demands of their success. Maintaining a customer database was additional work and scheduling technicians and processing paperwork were incredibly time-consuming.
By leveraging ServiceEcho and Salesforce, the company was able to modernize its entire process. Now they can quickly schedule a technician for an emergency call, inform customers immediately of any schedule delays, equip the service team with specific customer needs and information, provide proof of work and obtain customer approvals from the field, bill customers, avoid bill-shock and manage payroll for a growing service team and track inventory levels and work orders for each service truck. Resulting in a 90% increase in office productivity and a 15% increase in out-of-office productivity. But most importantly, their staff was happier.
Quote from company:
“The office spends less time managing the Field Team and more time identifying new sales and service opportunities.”
General Contractors: Doing more with data
This organization was founded in 2004 as a result of the company’s founder struggling to find a reliable contractor. Today, they employ over 5000 independent contractors and are one of Canada’s largest in the field and continues to rapidly grow.
They faced inefficiencies when creating invoices because of insufficient data. Tasks were unorganized and confusing for field workers, managers found that they were unprepared and lacked business insight at times. Performance management took a considerable amount of time and heavily relied on contractors manually inputting data.
ServiceEcho has worked closely with them to find a suitable solution. They now have useful data from their technicians that cut down the invoicing process by 85% making it significantly easier with less manual work. Performance management has improved by 50% and is simplified as contractors can be evaluated on a day-to-day basis in real-time allowing them to maximize productivity. Issues with unreliable contractors are eliminated because they always have relevant, reliable information about tasks with the ServiceEcho app.
Quote from company:
“Although we had our requirements pretty defined, ServiceEcho understands our business, they know what we do, they know what’s important for us, so I feel like that is what differentiates ServiceEcho from the previous experience that we had” Service Director.
Conclusion
On the whole, building ServiceEcho on the Salesforce Platform has allowed us to continue growing the trust we established for our company since the beginning. Our integration with Salesforce has allowed us to ensure the onboarding process is simple and efficient. Our customers describe their experience as transformational and have resulted in higher levels of efficiency, productivity, and customer satisfaction while increasing revenue and growth. We know we made the right choice because our customers tell us time and time again.
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