Mr. John’s Latest Focus: Perfecting the Customer Experience
NeuraFlash and Salesforce partnered with Mr. John to build a unified Salesforce Field Service management solution — combining Sales Cloud, Service Cloud, Salesforce Field Service, and Revenue Cloud to give this growing field service company a complete, 360-degree view of their customers, resources, and field service operations in one connected platform.
About the company
Founded in 1964 | 70+ employees
Mr. John offers a wide range of products including portable toilets, restroom trailers, office trailers, storage containers, and ground-level office containers. They focus on providing exceptional customer service across each of their diverse product lines.
Over the past year, Mr. John invested in digital transformation to enhance all experiences
Family-owned Mr. John, a Pittsburgh-based business services company, has always been committed to providing the best customer service possible. After a major surge in organic, rapid growth, they started their search for a field service technology platform that could grow as rapidly as they were so that they could provide strong customer and employee experiences. Their large array of products and services results in a large number of needs from their customers which includes: recurring services, seasonal field service scheduling requests, and one-time service options. Mr. John is committed to going above and beyond, all while increasing efficiencies within their own company!
The Challenge: Disconnected Systems Holding Back Field Service Operations
After a major surge in organic growth, Mr. John was scaling quickly and found that their processes were disjointed, unaligned and that they lacked the visibility they once had. Their current platforms, RouteOptix and Excel, weren't built to scale with a company growing at Mr. John's pace. Additionally, they were experiencing inefficiencies within their field operations teams, including truck routes that were being mapped manually on Google Maps which, on average, took about forty-five minutes. For a field service company running multiple trucks across multiple service types, this manual field service scheduling burden was a direct drain on productivity, efficiency, and revenue potential.
Mr. John’s quoting speed was a direct barrier to their deal close rates and revenue. With three disparate business processes operating in isolation, Mr. John's quoting speed had become a direct barrier to deal close rates and revenue growth. They needed to unify their field service workflow, accelerate quoting, gain clearer customer insights, and establish measurable KPIs, none of which their existing tools could provide.
“After years of passively searching for a solution, we decided to make new software a priority in 2018. We evaluated different options from inside and outside our industry, sat through numerous demos, and after countless discussions we realized our company needed a complete digital transformation.”
- Mr. John, Press Release
A Complete Sales-to-Service Transformation
The partnership between Mr. John and NeuraFlash began in August 2020 with a clear goal: increase efficiencies across their entire business, from point of sale to continued field service delivery. With a full digital transformation roadmap in place, NeuraFlash, Salesforce, and Mr. John took the critical first step together — investing in their field service operations team by implementing Salesforce Field Service management software.
Release 1: Migrate and Automate: Sales Cloud, Service Cloud, Salesforce Field Service
The first release established the Salesforce Field Service management platform foundation — connecting sales, service, and field service operations into a single, unified system:
- Sales Reps gain instant visibility into whether an incoming request is from a new or existing customer, eliminating duplicate records and improving field service data capture accuracy from the very first interaction
- Sales Reps create work orders directly in Salesforce Field Service management software, ensuring optimal routes are established for field service technicians before dispatch
- A technician is automatically dispatched based on Salesforce Field Service scheduling logic, matching the right resource to the right job based on skills, availability, and location
- Upon job completion, field service technicians use the Salesforce Field Service mobile app to document work and ensure proper field service inventory management and asset maintenance records are captured in real time
- A Maintenance Plan is auto-created in Salesforce and will automatically generate new work orders based on contract terms, eliminating the manual field service scheduling burden and ensuring proactive service continuity
After a successful Release 1 that handled over 1,000 service appointments in a single day, Mr. John gained a 360-degree view of all of their customers, resources, and services to optimize their complex billing processes and scale their field service management solution with confidence..
Release 2: Selling Smarter with Subscription products: Salesforce Revenue Cloud, Salesforce CPQ & Salesforce Billing
With their Salesforce Field Service management platform live and performing, Mr. John invested in the next phase: a fully automated quote-to-cash process that directly addressed the quoting bottleneck holding back their revenue growth.
- Reps check in on the mobile app, initiating the billing and contracting process directly from the field
- Using Conga, invoice and contract records are connected to the Salesforce billing platform, eliminating manual reconciliation across disconnected systems
- Invoices are automatically sent every 28 days via the customer's preferred method (PDF or email) with no manual intervention required
- For email-preferred customers, invoices are automatically triggered upon creation
- Authorize.net captures credit card information, and recurring billing occurs automatically every 28 days, completing the fully automated field service workflow from service request to revenue recognition
“As of 6 pm EST July 19th, 2021, Mr. John is officially “Live” on the Salesforce Platform for Sales, Billing, and Field Service. Our system is designed to give customers a great buying experience, and faster, smarter service!” -Mr. John, Press Release
Results: A Unified Field Service Management Solution Built for Scale
By partnering with NeuraFlash and implementing Salesforce Field Service management software alongside Sales Cloud, Service Cloud, and Revenue Cloud, Mr. John achieved a complete transformation of their sales and service operations:
- Implemented three Salesforce Clouds to unify data and processes that were previously siloed
- Supported 1000+ field service appointments managed through the new Salesforce Field Service management system — in a single day
- Reduced time spent on manual, inefficient activities like field service scheduling and routing activities that previously consumed 45 minutes per route per day
- Converted a higher percentage of quote requests to closed deals by accelerating and standardizing the quoting process
- Standardized products and pricing across their sales team, ensuring consistency, accuracy, and faster field service workflow execution
- Enabled a streamlined quote-to-order and invoicing process that simplified revenue recognition and reduced billing errors across operations
“We chose Salesforce to be at the center of this process because like us, they believe that digital transformation begins and ends with the customer.” - Mr. John, Press Release
Providing best-in-class customer service has always been a priority for Mr. John. By executing a phased rollout, Mr. John was able to connect their Salesforce field service instance to their CPQ and billing, successfully taking full advantage of automation capabilities to increase their efficiencies, quote faster, and to standardize processes across the company.
By investing in Salesforce, they are not only increasing the efficiency of their processes to provide better customer service, but they are providing their internal employees with tools that make every interaction faster, smarter, and more seamless.
Why NeuraFlash for Salesforce Implementation
Our expertise from point of sale to point of service gives us the tools, certified knowledge, and field service industry experience to implement Salesforce management solutions that unify multiple systems, processes, and teams, while incorporating field service AI and automation to deliver real, measurable business outcomes. We put the human experience at the center of every interaction, so companies can provide exceptional service at every touchpoint — from the first customer call to the final invoice.
When you're ready for your digital transformation, get in touch with NeuraFlash.
Learn more about how NeuraFlash can help with:
🔗 Salesforce Revenue Cloud Advanced, CPQ, and Billing
🔗 Transforming the Mobile Worker Experience:
