Case Study: Manufacturing
Overcoming service silos for a flooring manufacturer
Korcomptenz delivered a secure portal and mobile-first field solution with Salesforce
About the Client
Our client is a leading U.S. flooring manufacturer offering carpet, hardwood, vinyl, tile, and more. Backed by over 50 years of innovation and product expertise, the company delivers high-quality, design-forward solutions that combine performance, durability, and customer-focused service for residential and commercial markets.
The Challenges
- Lacked field service management capabilities for the artificial turf business.
- Had no self-service portal for customers in that market segment.
- Selected Salesforce Field Service and Experience Cloud for compatibility, but implementation remained incomplete.
- Lacked internal expertise to design, deploy, and optimize the new customer portal.
The Solutions
- Centralized maintenance plans linked to closed-won opportunities and warranty parameters in Salesforce Field Service.
- Secure self-service portal for customers to manage tasks, request support, and access key info.
- Mobile app for field agents with task history, maintenance forms, and image uploads.
- Automated warranty validation to classify repairs as billable or non-billable.
- Integrated bidding workflow for vendor quotes based on geography and job type.
- Seamless conversion of cases into field service requests via Salesforce integration.
- Real-time dashboards for tracking all maintenance activity and performance metrics.
- “Health-o-meter” on portal alerts customers to upcoming or overdue maintenance tasks.
The Benefits
- Built custom Salesforce Lightning Apps to support design and rendering workflows.
- Applied design thinking to develop tailored Java and cross-platform applications.
- Advised on Azure cloud strategy to enhance infrastructure and scalability.
- Improved digital experience with expert consulting on Kentico platform.
- Boosted software quality through guidance on automated testing frameworks.
- Provided strategic leadership and account insights to drive key business decisions and outcomes.
What the client said
“Korcomptenz turned our fragmented service model into a seamless digital experience. The new portal, mobile app, and intelligent automation have transformed how we support turf customers—faster, smarter, and with full visibility.”
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