Situation

Already using Salesforce.com to manage their Business Development, a large and well-known commercial building firm wanted to proactively manage its post-build warranty process from contact to assignment to completion smoothly and efficiently.

Complication

The process was managed through a mismatched and time-consuming system of spreadsheets, faxes, calls in and out, emails, people and sticky notes! One person knew the status of each job and tracked it well, but if he were out of the office work would be forgotten, done twice, or never even reported as required. The person running the job was extremely efficient, but reporting analysis on contractors, project managers, and warranty requests was cumbersome and time-consuming.

Solution

The Fury Group worked closely with the Warranty Department to understand their ideal process and to architect a resolution. We then crafted a solution in the form of a custom object which would allow closed Opportunities to be converted into a Project. From there workflow took over as clients emailed their warranty requests, received appropriate responses, and repair resources were allocated. The warranty process became seamless, and report and data analysis were generated with ease.

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