asTech Success Story

Customer success

I don’t know how we would have done it without Nubik

~ Erin Cambero

Vice President Field, asTech

CLIENT

asTech®, a US based company, focuses on providing OEM diagnostics to collision repair shops nationwide. Their service enables shops who may not have expert level electronics technicians to work on any vehicle, no matter how complex, and receive advice from a master technician. The company currently offers a single solution for collision repair service providers by scanning services remotely. 

ISSUE

asTech® was growing rapidly and becoming international, they needed a more robust system to support their growth. The number of monthly remote scans were expected to increase 15 times, hence the need for automation and increased scalability.

Prior to Salesforce, they were using a limited capacity CRM that didn’t allow them to manage leads and opportunities. A multitude of other limitations caused by their previous CRM pushed them to use multiple in house, external and productized solutions, which stressed systems infrastructure.

Without an appropriate platform, asTech was forced to use a single system for its customer information records. Their invoicing system was also problematic as their large amount of data was too much to handle making it slow. It became apparent on their sales team as well, disabling their team’s insight into their customer account status, viewing of collections and leaving them without the proper knowledge of the appropriate discount.

Data was inaccurate making it untrustworthy to employees due to the high number of manual tasks, data duplicate entries, and very error-prone.

In short, asTech needed to take all their processes into one solution and automate their data.

SOLUTION

Salesforce Field Service Lightning (FSL)Field Service Lightning (FSL) focuses on putting the right mobile employee in the right place, at the right time, to meet or exceed customers’ expectations. Running a field service business means managing numerous moving parts. With FSL, you get the tools that you need to manage work orders, scheduling, and your mobile workforce. Here are some of the things you can do:

  • Manage Calendars and Workload (assign work orders, service, reassign, delete)
  • Find the best qualified Field technician based on skill set required by the service
  • Optimize technician’s routes based on street level routing
  • Get real-time feedback from Field Service Employees using mobile app
  • Improve productivity of Field service employee

‘’Field Service Lightning was our solution to eliminate five other programs that we had. We now have more information than ever before.’’ Erin Camber – Vice President Field, asTech.

‘’This gave us the ability to have one platform with all the information that we needed in one area, and that’s huge!’’ Dan Reinheimer – Chief Financial Officer, asTech

Salesforce FSL Guided Tour (free demo) with Nubik

 

RESULTS

As soon as FSL was implemented, they were able to streamline their operations to become more efficient. The centralization of information made it possible to drop all the numerous software that they were unable to communicate previously due to its complications. asTech has gone from processing 20-30 requests per day to 1,500+, and their projections for 2019 are in excess of 20,000 per day. The stability and scalability of the Salesforce platform can now allow asTech to handle the influx of business that awaits them in the near future.

And it’s not just asTech employees who benefit from it, stakeholders too! ‘’Our customers are already telling us our invoices and statements are cleaner.’’ Erin Cambero.

Furthermore, asTech now has an increased visibility across all functions and throughout the customer journey. The 360° view of the customer allows them to exceed customer’s expectations and to assist customers in no time.
‘’I don’t know how we would have done it without Nubik.’’ Erin Cambero
‘’We found Nubik to be extremely responsive and I think that’s one reason why we got to where we’re at now.’’ Dan Reinheimer

‘’I can say that it was surprisingly smooth how well the Nubik team was able to work in a remote fashion.’’ Rob Davis – Chief Information Officer, asTech