What was the goal of your work with 10K?
Advanced Turf Solutions is a green industry distributor that began by servicing the golf market but has grown its offerings into a number of other areas over the years. As a business, ATS prides itself on customer service so when the company expanded into sports care services, it wanted to provide field technicians and customers with a way to exceed expectations in this new market. Luckily ATS was already using Salesforce across other areas of the business (sales, service, marketing, etc.), so turned to its long-time Salesforce partner 10K to bring on Field Service Lightning to guide and support their team on the ground.
What challenges were you experiencing that led to this effort?
While there was already a central way of managing customer data, field reps and dispatchers were still using spreadsheets to manually track jobs and costs across 10,000 SKUs and 18 distribution centers in 10 states. ATS knew Salesforce Field Service Lightning was the answer and could give field technicians, dispatchers, and management the business metrics, schedule details, customer info, and product information it needed in an easy to use way. However, the company only had a small IT team to support the project, among many other business priorities.
What results did you experience?
After a 2-month implementation over the bust holiday season, ATS technicians now have an easy-to-use system plus a mobile app to quote projects in minutes, to manage customer interactions, and to optimize product mix, staffing, and margins. Since the implementation of Field Service Lightning, ATS has seen a 135% increase in billable hours YoY. The accessibility of data has also made deals and the business more profitable – giving them the trends and data needed to adjust labor rates, manage commissions, refine the product mix, and shift investments accordingly.
In a stroke of good fortune, the systems ATS now had in place also gave the company the ability to quickly adjust to new market dynamics during COVID, moving to fewer in-person meetings, more online ordering, and enabling in-store pickup.