Interior Finishing Solutions Provider Unifies Field Service Across Business Units

The Challenge

A national interior finishing solutions provider supporting both single-family homebuilders and multifamily developers was experiencing growing pains. With 20+ divisions operating across 25 states and over 100 service locations, managing service operations across a network of subcontractors had become increasingly difficult.

Each business unit operated with its own set of processes, some relying on email chains and handwritten forms, others on legacy systems lacking mobile capabilities. Installers, many of whom were independent contractors, received minimal visibility into job schedules. Work orders, purchase orders, and warranty documentation were often manually tracked, leading to delays, missed deadlines, and limited insight into operational performance.

The company needed a scalable field service foundation to:

• Support cross-functional teams and installers
• Streamline communications and task visibility
• Standardize job tracking across product types (carpet, tile, hardwood, cabinetry, etc.)
• Improve warranty service workflows and documentation
• Enable better demand planning and contractor capacity forecasting
• Empower field inspectors to act as on-site project managers

The Solution

To address these challenges, the company partnered with Bolt Data to implement ServiceMax Core and Service Board across two Salesforce environments. The engagement included not only the configuration of a scalable field service platform but also ongoing managed services to support rollout, adoption, and future enhancement phases.

Key elements of the solution included:

• ServiceMax Core Setup: Standardized work order management for a wide range of service types with clear association to installer purchase orders.
• Service Board Configuration: Provided dispatchers with a centralized scheduling view and visual capacity planning across multiple divisions, trades, and contractor crews.
• Salesforce Integration: Connected ServiceMax with existing Salesforce instance to track service performance metrics and align with broader customer relationship management workflows.
• Mobile Inspector Tools: Equipped field inspectors with mobile access to validate site readiness, coordinate with builders, and manage mid-project changes in real-time.
• Subcontractor-Friendly Design: Developed a process for subcontractors to digitally submit documentation and report issues without requiring Salesforce licenses, maintaining 1099 compliance.
• Governance & Onboarding Framework: Established governance standards and onboarding playbooks to streamline future expansion into additional divisions.

The Results

With ServiceMax and Bolt Data’s managed services, the interior finishing provider has laid a scalable, unified foundation for its growing field service operations.

Early outcomes include:

• Improved service team utilization and installer coordination
• Reduced reliance on paper-based documentation and manual PO processes
• Enhanced subcontractor satisfaction through clearer job visibility and easier communication
• Streamlined onboarding process for newly acquired divisions
• Real-time insight into service KPIs, enabling proactive decisions on crew assignments, material demand, and warranty performance
• Accelerated timeline for digitizing installer workflows without increasing licensing costs

The company continues to expand its platform capabilities, confident that its foundation can support growth, improve customer experience, and maintain its reputation as a reliable partner for national and regional homebuilders.

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