United Services Group

Customer success

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, 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 the company was growing, it had become difficult to control and maintain all the equipment that was circulating all around the country.

Before this project, the company was working in siloed systems. Work was 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 USG was 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 dramatically.

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, giving full visibility on the inventory levels across the company.

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

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. Running a field service business means managing numerous moving parts. With FSL, they now have the tools they need to manage work orders, scheduling, and manage it’s entire mobile workforce. Here are some of the things that became possible:

  • Manage Calendars and Workload (assign work orders, service, reassign, delete);
  • Find the best qualified field technician based on the skill set required by the service;
  • Optimize technician’s routes based on street level routing, taking real-time traffic into consideration;
  • Get real-time feedback from Field Service Employees using mobile app;
  • Overall, improve the productivity of all Field service employees.

With the Field Service Lightning app on their phones, USG mechanical staff are now able to easily proceed with any repair or diagnostic and 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 FinancialForce Financial Management solution.

Salesforce FSL Guided Tour (free demo) with Nubik

 

RESULTS

United Services Group 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, because it’s helping them make decisions on 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.