Streamlined Bookings For An On-Demand Commercial Cleaning Company

Objective

Our client provides cleaning and maintenance services to various commercial, residential, and trade customers. Once the client receives a customer request, they dispatch a service partner responsible for heading to the location to finish the job.

Read on to find out how our client in the commercial cleaning services industry used Salesforce FSL & Marketing Cloud Implementation to simplify top-to-bottom funnel conversion, service partner accountability, bookings & payments, and data tracking.

The Challenges and Solutions

As with any complex Salesforce project, there are many challenges in implementation. After a collaborative brainstorming session, the GetOnCRM Solutions team was able to anticipate a few challenges inherent to the project and add value by offering technical solutions to overcome the clients’ functional challenges. Some of the implementation challenges included:

Functional Challenge - Expediting work order placement
Technical Solution - Integrating Salesforce with our client's mobile app using Heroku integration.
Functional Challenge - Service Partner Onboarding & Verification
Technical Solution - Implementing the public URL for file upload and file verification process.
Functional Challenge - Ensuring payment flexibility and tracking
Technical Solution - Integration of Xero using Zapier for payment as well as integrating Stripe payment functionalities for greater flexibility.
Functional Challenge - Monitoring quality of work & service partner payments
Technical Solution - Using Field Service Mobile to track technicians in the field, resulting in greater customer satisfaction. Built-in functionality to generate percentage reports based on service partner agreement.

The Requirements

Using Salesforce and Marketing Cloud in the commercial cleaning industry helps simplify the customer pipeline leading to a smooth experience and better revenue generation. With this in mind, our team at GetOnCRM Solutions set about identifying the requirements for this project.

A precise mechanism for service partner onboarding: Service Partners would be engaged as leads via their website, and after documents and other verifications were completed, they would be granted access to the FSL mobile app. A pre-decided payment percentage is also recorded on their interface for easy payment tracking and report generation.
Functionality to take work orders via multiple channels: The custom mobile app would work as a bottom-of-the-funnel conversion point - in addition to the helpline and email requests. All work orders would come through one of these three channels - and the data would be synced in Salesforce via the Heroku integration. Payments would be via Xero using Zapier. However, the functionality for Stripe Payments is also built-in, allowing the customer to communicate directly with the customer without third-party payment portals like Zapier and Xero.
Managing work orders & service appointments: With Salesforce Field Service Lightning Integration, our client can manage work orders for cleaning and maintenance tasks as well as track service appointments resulting in greater customer satisfaction. This feature will also make it easy to generate payment reports for the accounting team, verify specifics for the work order and track the quality of work.

The Problem

As mentioned above, when a client receives a customer request, Swift delivery of service is dependent on how well you can onboard, communicate, and collect payments. The client wanted the following workflow to be in place so they can take care of cleaning tasks with ease.

Service Partner Management

After an order is received from the mobile app, instructions should be dispatched to the service partner according to the technician's availability.
Once these alerts are received, a representative of the service partner will perform their job according to assigned service appointments.
Back office administration will also be able to generate customer information and work orders so that the service partner may find it easy to get the required services.
Implementing Stripe payment abilities to enable information to be sent directly to the customer - minimizing third-party interference from vendors like Zapier and Xero.

Our Role

With our strong process knowledge of Salesforce implementations, GetOnCRM Solutions is well equipped to understand our client’s complex needs. After conducting the above analysis of functional challenges and available solutions, we could scope out a clear role for our team using our Salesforce expertise.

Sales & Marketing Cloud customizations Integrating Salesforce with Field Service Mobile using the Heroku integration. Heroku is a developer-centric platform, free and easy to use. With Heroku, the clients will be easily able to avail the services from the partners assigned to them. These integrations allowed our commercial cleaning services client to address the functional challenges of expediting work orders, scheduling service appointments & monitoring technicians in the field.
Integration of multiple payment methods Xero and Zapier integrations will be authenticated for quick, error-free payments. Connecting Xero and Zapier will also be helpful in sending documents from one application to another. Stripe payment functionalities are also included for greater flexibility. This allowed our clients’ commercial cleaning company to overcome the functional challenge of ensuring payment flexibility and tracking.

GetOnCRM Takeaways & ROI

With the help of the above functionalities to drive the sales process, our client could onboard service partners quickly and dispatch work orders efficiently. Payment integration was also managed from Salesforce for commercial and trade services. The client could now book appointments and dispatch appointments to service partners. Service partners were able to use FSL mobile to manage their service appointments for prompt service and greater customer satisfaction.

Using our in-house expertise, we helped the client develop the following workflow matrix.

Field Service Lightning (FSL) features are used for order booking and dispatching. Managing the service partner and service territories will also be done using FSL.
All orders come through the custom mobile app, and the data is synced in Salesforce via the Heroku integration.
We implemented Lightning flow, lightning components, and Apex Class for the sales process. This helped us use specific methods to execute object actions and even focus on building a smooth transition of the activities.
For payment integrations, we completed Salesforce integration with Heroku which allowed us to customize payments using the methods outlined in the previous section.