Building materials manufacturing
Customer support transformation for a national service operation
We led a transformation of a manufacturer's national technical-support operation, moving scattered phone, email, and fax requests onto one modern platform with self-serve claim tracking and remote diagnosis.
The problem
Support requests came in through scattered channels like phone, email, and fax, and moved between disconnected, aging systems. Cases were handed off repeatedly, customers had no way to check the status of a claim, and many issues still needed a technician on site, which added cost and delay. An unsupported scheduling system also put day-to-day operations at risk.
What we did
We designed and delivered an end-to-end transformation on one connected platform, with Salesforce among the tools used. It brought intake and claims into a single workflow, added a self-serve portal so customers and dealers could track claim status themselves, introduced remote assessment so many issues could be diagnosed without a site visit, and replaced the at-risk scheduling system. The outcome was faster response, fewer hand-offs, fewer in-person visits, steadier operations, and more than $1.5 million in savings.
This project is described by what it does, not by who it was for. We do not name the client or share private details.
The work was a transformation of how a large operation handled customer and dealer support, not a single software install. Salesforce was one of the tools we used to bring scattered phone, email, and fax requests into one place, alongside a self-serve claim-tracking portal, a remote-assessment tool that reduced in-person visits, and a modern scheduling system to replace an unsupported one the business had come to depend on.
We led it end to end, from mapping how the work was done to the plan for how it would work next, always in plain language for the people who would use it every day.
- CRM
- A CRM is software that keeps every customer request, claim, and conversation in one organized place.
- Remote assessment
- Checking and diagnosing a problem online or over video, so a technician does not always have to travel out in person.
Figures shown are founder-verified, rounded, and shared with client identities withheld.