Recently, we had the pleasure of hosting a webinar with Piedmont Door Solutions. Andrew Knox (MSI Data’s VP of Sales and Marketing) served as host and moderator alongside Piedmont’s Tarrell Graham (Chief Operations Officer) and Shannon Ruffing (Director of Partnerships and Integrations). Together, we delved into their years of experience using Service Pro® by MSI Data.
Piedmont has been a Service Pro customer since 2020 and has experienced many operational benefits during their implementation and beyond. Our session covered various aspects of how Service Pro has revolutionized their operations both in the back office and the field with integrated with NetSuite.
Here’s a detailed recap of our insightful conversation with Tarrell and Shannon at Piedmont:
- Their Need for a Robust Field Service Management (FSM) Solution
The webinar kicked off by taking us back to 2020 when Piedmont was looking for a new field service solution, and why they chose Service Pro. The team highlighted the need for a robust ERP, and service management (FSM) solution that could streamline their operations, improve scheduling, and integrate seamlessly with their existing systems.
Service Pro stood out due to its comprehensive features and flexibility, which over the years, has enhanced their service delivery and operational efficiency.
- Leveraging Service Pro in the Back Office
Piedmont continued to share insights on how Service Pro has transformed their back-office operations. They emphasized improvements in scheduling, which has become more efficient and less time-consuming. Plus, the integration capabilities of Service Pro have enabled better coordination between different departments, leading to smoother workflows and enhanced productivity.
- Field Technicians’ Experience with Service Pro
The discussion then shifted to the field, where Piedmont’s technicians have experienced significant benefits from using Service Pro.
“The mobile application has been a game-changer, providing technicians with real-time access to job details, customer information, and service history. This has not only improved the accuracy and speed of service delivery but also enhanced customer satisfaction.”
– Shannon Ruffing, of Piedmont shared
- Extending Service Pro with NetSuite API
Piedmont Door Solutions has leveraged the API capabilities of Service Pro to integrate it with NetSuite, their enterprise resource planning (ERP) system. This integration has provided a unified platform for managing both field service and back-office operations. The team discussed the benefits of this integration, including improved data accuracy, streamlined processes, and better decision-making capabilities.
When asked about their preference for an integrated solution over a native technology, Piedmont explained that the flexibility and scalability of Service Pro, combined with its seamless integration with NetSuite, made it the ideal choice. The latest NetSuite integration (NS4) has further enhanced their ability to manage complex service operations efficiently.
- Partnership with Service Pro by MSI Data
Piedmont Door Solutions emphasized the value of their partnership with MSI Data. Unlike “typical” vendor relationships, MSI Data has provided exceptional customer support, including dedicated customer success managers (CSMs), prompt support responses, and executive visits. This partnership has been instrumental in ensuring the successful implementation and ongoing optimization of Service Pro. Shannon personally shared how much she enjoys visits from MSI Data’s CEO, Geoff Surkamer.
Overall, the webinar provided valuable insights into how Piedmont Door Solutions leverages Service Pro to enhance their operations, but this applies to so many other industries and verticals as well. The combination of robust features, seamless integration, and exceptional support has positioned Service Pro as a critical platform in Piedmont’s operational arsenal.
We look forward to continuing this journey and exploring new ways to drive efficiency and excellence in field service management.
Watch a recording of the webinar here!
To learn more about how Service Pro can benefit your organization, reach out to us today at sales@msidata.com.
