Energy management, building automation and HVAC controlsBuilding Automation & HVAC Controls Contractor
A building automation and HVAC controls contractor replaced pen-and-paper service tracking with Service Cloud, standardizing roughly 120 service tickets a month into one system.
The client is a regional contractor that installs and services building automation and HVAC control systems across commercial sites. After leaving a prior ticketing tool, the service team had fallen back to pen and paper, fielding roughly 120 to 125 tickets a month by phone, email, and text. SiiMPLY7 was engaged to stand up a Service Cloud case management system as a clean foundation.
The challenge
With no central system, service requests arrived through scattered channels and were tracked manually, so nothing was consistently logged, routed, or followed up. Technicians and project managers had no reminders or structured handoffs, and customers had no clear way to submit a ticket. Leadership had no reporting on service volume, response, or technician activity.
The solution
SiiMPLY7 implemented Service Cloud as the case management backbone. The build included case and ticket management with a submit-a-ticket email intake link, automations and macros for project managers and technicians, activity management, email notifications and templates, and reports and dashboards. Customer data was migrated from QuickBooks, multi-level escalation was configured for service-contract and time-and-material work, and required field-hours capture was added before a case can close.
Implementation highlights
What we built.
- Service Cloud implemented for centralized case and ticket management
- Submit-a-ticket email intake path for customers
- Automated reminders, follow-ups, and macros for PMs and technicians
- Required field-hours capture and invoicing fields before case close
- Multi-level escalation for contract and time-and-material service
- Customer data migrated from QuickBooks with service dashboards
Results
Roughly 120 monthly service tickets are now tracked in Salesforce instead of on paper
A single ticket path replaced scattered phone, email, and text requests
Dashboards expose service volume and technician activity for the first time
Engagement summary
SiiMPLY7 delivered a Service Cloud case management system in a focused four-week engagement, replacing manual tracking with structured intake, automation, and reporting, and migrating customer data from QuickBooks.
What's next
Planned next steps include using the ticketing foundation to generate and send proposals, expanding invoicing and KPI reporting, and adding text-based intake and notifications.
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