United Services Group

Customer success

Moving forward with the long term relationships that we’re building with our customers, Salesforce and Nubik are tools for us to strengthen those relationships.

~ Michael Kroupa

CEO, United Services Group

CLIENT

With almost 40 years of experience as a national industry leader, United Services Group offers a combination of services to retail and commercial industries, such as janitorial cleaning, day porters, and parking & grounds maintenance.

ISSUE

As USG grew, it became difficult to control and maintain the equipment that was circulating around the country.

Before this project, the company was operating in siloed systems with work performed manually, and difficult to keep in sync. They needed a way to bring information together and share it in a collaborative environment.

The company’s invoicing was late, they lost track of certain jobs that weren’t being reported properly, and their teams were using multiple point solutions to manage quotes, equipment and other key areas. 

They needed a scalable platform that could manage it all in a single application as the needs of their customers were changing rapidly.

SOLUTION

FinancialForce Supply Chain Management (SCM) was the primary solution deployed. It greatly improved visibility of the entire supply chain process. It helped USG’s business operations make smarter decisions about inventory, and better manage their procurement processes, offering superior oversight on inventory levels across the company.

SCM also allowed different departments within the organization to act as one cohesive, centralized unit sharing the same up-to-date source of data. For example, customer service agents are now able to provide real-time information on orders and answer questions from customers on the spot.

Salesforce Field Service Lightning (FSL) was also a key component of the solution. FSL focuses on putting the right mobile employee in the right place, at the right time, to meet or exceed customers’ expectations. They now have the tools required to manage work orders, scheduling, and oversee their entire mobile workforce. Furthermore, they are now able to:

  • Manage calendars and workloads (assign work orders, service, reassign, delete);
  • Assign the most qualified field technicians for a particular service;
  • Optimize their routes based real-time traffic information;
  • Get real-time feedback from Field Service Employees using the Lightning mobile app;
  • Improve the overall productivity of their field service.

USG mechanical staff are now able to easily proceed with any repair or diagnostic as well as provide a detailed service report that gets digitally signed by each customer at the completion of a service call. Parts are consumed, inventory levels adjusted (truck inventory or main warehouses) and invoices can be generated with a single click, leveraging a FinancialForce Financial Management solution.

Salesforce FSL Guided Tour (free demo) with Nubik

 

RESULTS

USG now has a complete and accurate inventory at all times. They’ve moved from information gathering to information sharing. These new systems are transforming the company into a smoother-running organization helping them make decisions at every level.

“Moving forward with our long term relationships that we’re building with our customers, Salesforce and Nubik are tools for us to strengthen those relationships.” – Michael Kroupa, CEO.

“We really didn’t feel Nubik was a different company, we just felt we were one core team with a single purpose.” – Anukta Philip, Head of Business Transformation, United Services Group.