Commercial Laundry Management Company Streamlines Field Service Operations

The Challenge

For over 65 years, this commercial laundry management company has helped property owners, managers, and residents by delivering customized laundry solutions and reliable next-day service. With over 1,000 apartment communities served, the business earned a reputation for high-quality equipment and dependable service. However, the in-house system that once helped the company thrive was now standing in the way of future growth.

Built more than two decades ago, their custom system had become outdated and unscalable. As operations grew, limitations in the system created serious bottlenecks. The team struggled with inefficient quoting and renewal processes for service contracts, non-standardized workflows for work orders, manual dispatching, and inaccurate data capture by technicians. There was no centralized visibility into assets, and financial processes such as invoicing, commission tracking, and refunds were managed manually without integration to Quicken Online.

The company was stuck in a cycle of inefficiencies that consumed time and increased administrative effort. As a business providing a critical service people rely on every day, they knew it was time to replace their legacy system with a modern solution built for scale and efficiency.

The Solution

In pursuit of a scalable, cloud-based platform, the company initially considered Microsoft but identified critical gaps in implementation speed and flexibility. Bolt Data was recommended by Salesforce as an expert partner for field service transformation.

After conducting extensive discovery sessions, Bolt Data presented detailed demos of Salesforce capabilities tailored to the company’s pain points and was selected to lead the initiative. With no internal IT governance or system admin team, Bolt Data filled the gap and helped modernize the operation.

Bolt Data updated the entire infrastructure by focusing on long-term scalability and aligning with the company’s five-year growth goals. The engagement included writing and testing over 160 scripts, building a custom data loader to significantly reduce data loading time, integrating QuickBooks to modernize finance operations, and conducting in-person training sessions for internal teams to become self-sufficient.

Within the company, there are two distinct business units that required unique service processes. Bolt Data supported both while developing shared systems that improved visibility and efficiency. Using a minimum viable product (MVP) approach, they ensured that the most critical capabilities were implemented first to deliver rapid value.

The Results

Transitioning from a legacy homegrown system to Salesforce unlocked efficiencies across departments.

• Quoting and renewal processes were streamlined, reducing admin time and increasing accuracy
• Work order workflows were standardized between business units while supporting their specific needs
• Dispatching was modernized with route planning automation and flexibility
• Technicians captured field data more accurately using Salesforce mobile apps
• The team gained 360-degree visibility into assets throughout their lifecycle
• Asset tracking improved from warehouse to installation
• Invoicing processes were upgraded and partially automated
• Financial workflows were centralized, including commissions, refunds, and coin collection
• Quicken Online integration reduced manual entry and improved financial accuracy