When Terminix, the world’s largest pest control company, wanted to reorient its business around its commercial customers, the company turned to Salesforce. The national accounts team—which services 300-400 national retail and hospitality chains—is working with the world’s #1 CRM to better align around those customers and improve service.
Previously there was no centralized way to see the number of service calls requested by individual clients, or to track specific cases and credit requests. Processes were manual, making it difficult to monitor key performance indicators and provide the level of reporting that large clients require. To report on service calls or credits issued, employees had to search through emails and manually compile data. "With Salesforce we can track cases by service location, by account, or by service rep—and we can do a whole level of reporting that we weren’t able to do before," says David Katz, Director of Service, National Accounts.
Initially the company used Sales Cloud to align reps around commercial accounts, and make it easier to cross-sell and up-sell services. Service Cloud was added to help 60+ dedicated national accounts service agents manage 400 service requests each day from email, phone, or Web—and easily scale to handle 800+ during the busy season. After-hours calls are fielded by an internal contact center that logs cases in Salesforce so they can quickly be addressed when the dedicated customer service team starts its shift. Billing and account receivable employees can also see every service request, and issue bills or credits as needed.
"Not only can we measure quality and productivity better than we ever have," says Katz. "We can also see all of our interactions with customers in one place—giving us the 360 degree views we need to be a more customer-centric company."
Chatter helps national accounts team members stay connected and work together to solve customer issues. In the past, service requests were typically addressed over the phone, but now information is shared on Chatter, so everyone can stay up to date on client activities and have visibility into how issues were resolved. Chatter also helps employees collaborate on and generate the detailed reports that national customers require.
Terminix’s field service technicians update work order information on handheld devices. By using the field service data along with the information gathered in the Service Cloud, the company is able to provide a unique customer service experience. As the company continues its customer-focused transformation, it plans even tighter integration with core work order systems and enhanced mobile access in the future.
"Salesforce is helping us build even closer connections with our customers and employees," says Katz. "So we can provide better service and eliminate inefficiencies."