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® provides OEM diagnostics to collision repair shops across the United States. Their service enables shops that 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 expanding rapidly into international markets and 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 their 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 large amounts of data became too much to handle. The slow-down deprived their sales team of insights into customers’ account status, and left them without the proper knowledge of appropriate discounts to offer.

The data they did have on-hand was also inaccurate, making it unreliable due to the high number of manual tasks, data duplicate entries, and potential for human error.

In short, asTech needed to combine all their processes into a single solution and automate their data capture.

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 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 as required by the service
  • Optimize technician routes based on street level traffic
  • Get real-time feedback from field teams through the mobile app
  • Improve productivity of all field staff

‘’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 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 operations to become more efficient. The centralization of information made it possible to drop the numerous software that they were previously relying on. asTech jumped from processing 20-30 requests per day to over 1,500. At the time, their projections for the following year were 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.

‘’Our customers are already telling us our invoices and statements are cleaner.’’ Erin Cambero.

Furthermore, asTech now has increased visibility across all functions and throughout the customer journey. The 360° view of their customer allows them to exceed expectations and provide timely assistance 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