86 Repairs’ complex onboarding process involves many moving parts, including customer education, solution setup, site visits, and local vendor sourcing. They needed a Salesforce-native solution that could reduce time to go-live and decrease per-location onboarding costs through a more streamlined, collaborative workflow in a single solution.
They were struggling to complete onboarding projects in a timely way, which hurt their customer experience and cash flow. They tried a Salesforce custom object but it wasn’t powerful enough to accommodate different project types. Another onboarding solution also failed to meet 86 Repairs’ need for multiple project templates. Plus, its non-native integration with Salesforce made it difficult to easily keep track of projects; implementation managers would have to first check Salesforce for closed deals, then look up the project in the onboarding solution, and finally cross-reference project details using a separate spreadsheet.
TaskRay has made it easy for 86 Repairs to manage their complex projects and keep all teams on the same page. First, a new project is automatically created when the sales team closes a deal. Through linking back to the account record in Salesforce, the onboarding manager can assess the resources required for the project, and how many site visits will be required. Next, the onboarding and vendor success teams execute a repeatable process to get onboarding completed quickly. TaskRay also enables onboarding managers to stay on top of all projects in a single view, which makes it easy to provide ongoing updates to the customer.
TaskRay has streamlined 86 Repairs’ client onboarding and subscription payment process, cutting the time by 29% (an average of 19 days). This accelerates customer access to services and boosts early payment inflow, enhancing cash flow. The improved financials, alongside reduced onboarding costs, contribute significantly to 86 Repairs’ growth and profitability objectives. They efficiently handle projects with fewer resources and have slashed per-location onboarding costs by 21%. Looking ahead, 86 Repairs aims to track NPS scores using TaskRay’s built-in survey tool.