Regency Supply Optimizes Complex Field Service Operations
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“Bolt Data has been a key partner in our strategic use of the Salesforce platform. Their expertise and support has greatly enhanced our ability to meet the needs of our customers.”
About Regency Supply
Regency Supply is a national distributor specializing in lighting and electrical solutions. With over 40 years of industry experience, Regency Supply supports customers through a wide range of services including supply and logistics, lighting design, new construction and remodel support, and energy-efficient retrofit projects.
The Challenge
As Regency Supply continued its transformation from a regional lighting supplier to a national commercial services organization, it became clear that their field operations and service infrastructure were not keeping pace. With a growing network of technicians, increasing customer complexity, and a mix of reactive and preventative work, Regency Supply faced critical challenges:
- Lack of Visibility into Field Costs and Pricing: Capturing, rolling up, and reporting accurate labor, travel, and material costs from Work Details to Work Orders to Cases was inconsistent and manual.
- Fragmented Preventative Maintenance (PM) Planning: PM schedules varied by customer, frequency, and service type, requiring location-specific configuration and flexible calendar logic.
- Disparate Technician Oversight: Managing licensing, insurance, and territory data for a diverse technician base, many of whom were contractors, created gaps in scheduling and compliance.
- Inflexible Territory and Coverage Management: Manual entry of coverage areas and zip codes made it hard for vendors and managers to align service assignments with technician capabilities.
- Disconnected Communities and Workflows: Partner and customer portals lacked the structure and functionality needed for technician self-service, status updates, and efficient onboarding.
The Solution
Regency Supply partnered with Bolt Data to lead a structured Salesforce and ServiceMax implementation and provide ongoing managed services that aligned system capabilities with business goals. The project focused on building a strong, extensible foundation for long-term service excellence.
Work Order-to-Case Pricing & Cost Automation
Bolt Data implemented custom Apex triggers to roll up costs from labor, expense, and travel fields on Work Details to Work Orders, and from Work Orders to Cases, ensuring data integrity and financial accuracy.
Preventative Maintenance Customization
Bolt Data enabled PM plan creation at the location level, allowing configuration by week, day, or month. Work Orders were configured to carry scheduling details, notes, and task instructions.
Technician & Territory Management Tools
Custom logic and visual interfaces were built to track technician credentials and allow vendors to select their own service territories by city, county, and zip code, improving compliance and scheduling.
Community Experience Improvements
Bolt Data reviewed and tested Partner and Customer Communities, supporting portal design enhancements and technician application workflows tied directly to Technician records in Salesforce.
Service Contract Optimization
Pricing rules, rounding logic, NTEs, and labor minimums were refined to ensure that contracts could scale with different account hierarchies and service models across Regency’s client base.
Operational Governance Through Managed Services
Post-go-live, Bolt Data provided hands-on support through managed services, resolving field issues, refining business rules, and enabling new enhancements without disrupting core operations.
The Results
With a modernized field service foundation in place, Regency Supply has improved its ability to manage costs, deliver consistent service, and scale its offerings:
- Accurate, automated cost and pricing rollups reduce manual reconciliation time and ensure billing transparency.
- Customized PM scheduling enables reliable service delivery aligned to each customer's unique calendar preferences.
- Technician onboarding and scheduling are streamlined with territory-based selection tools and credential management.
- Service plans are easier to maintain and modify, ensuring long-term flexibility as new locations and customers are added.
- Regency Supply has a clear path to scale field operations with full visibility into technician activity, contract performance, and cost data.
- With Bolt Data’s managed services, Regency Supply can continuously optimize their platform and processes without internal system strain.
