Overcoming service silos for a flooring manufacturer

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.

• 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.

• 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.

• 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.