On-site installation is a huge part of what The Container Store does but the company had challenges around communication between retail sales associates, dispatchers, and installers (many of which are third-party contractors). Service offerings became more complicated over time but the infrastructure needed to maintain a consistent customer experience wasn’t in place. The Container Store started looking at potential solutions and reached out to Salesforce for help.
“Because we leverage third-party contractors to serve our customers in the home, we needed a way to have security at the opportunity level when we go into the homes,” said Jason Lomonaco, Customer Solutions Director. “We wanted to lock down information so contractors couldn’t access our entire customer database or other contractors' opportunity records. We explored some options but when we found out what Field Service Lightning could do, I said, ‘I think we got a winner.’”
Having one platform with hundreds of contractors all over the country has been a long-term goal for The Container Store. The company is now testing Field Service Lightning and Flow to improve the customer experience in the home. Flow allows the company to charge upfront for installation before the installers even arrive. Doing it this way means the company can completely eliminate unpaid installations and avoid unpleasant situations where consumer debt goes to collections. Using Flow also means that all contractors move through the process in a standardized way and they can’t move onto the next step until the previous one is completed. By capturing 100% of the correct information, they qualify for payment every time and things like closet measurements get submitted automatically as part of the installer payment process.
“Salesforce has allowed us to put in some guardrails that will ensure accountability and consistency for the experience in the customer’s home but without it feeling like it’s something that’s forced upon an installer,” said Thrailkill. “It’s very natural within Flow for contractors to upload pictures of the completed installation and fulfill all the mandates that enable them to invoice us and get paid.”
Field Service Lightning is improving the overall experience for dispatchers. The company’s previous system didn’t allow every type of order to be scheduled from the store, leading to delays of up to five days. Now all installation orders can be scheduled right away, resulting in a 99.9% decrease in time to schedule installations in some cases. Field Service Lightning provides a much deeper and more complete view of every job and allows greater flexibility to shift around resources in an environment that changes in real time.
“Folks were previously doing this with paper and just being on the phone all day long,” said Thrailkill. “Field Service Lightning is making the dispatchers more productive but also allowing them to communicate better with the installers in the field which makes everybody happier.”