Multi-Location Residential Roofing and Remodeling Contractor
A multi-location roofing and remodeling contractor replaced a patchwork of spreadsheets and a legacy dialer CRM with a single Salesforce system that enforces ownership and SLAs across the entire lead-to-install lifecycle.
The client is a Kansas-based family-owned residential roofing and remodeling contractor founded in 2014, operating across Kansas, Oklahoma, and Missouri. An Owens Corning Platinum Preferred Contractor and certified partner for seven top nationwide brands including Marvin and ProVia, the company has grown from a father-son roofing operation into a multi-location home improvement business covering roofing, windows, siding, bathrooms, kitchens, and storm restoration. The business ran on a legacy Lead Perfection CRM, a separate dialer, manual Excel production work orders, and disconnected texting tools, which left handoffs, accountability, and reporting fragmented as it scaled. SiiMPLY7 was engaged to design and build a custom Salesforce platform spanning sales, production, finance, and customer communication.
The challenge
With leads, contracts, production work orders, and scheduling living in different systems, no single source enforced who owned a job or whether install timelines were met. Production work orders were built in individual Excel workbooks, install notifications were typed and sent by hand, and there was no real-time visibility into bottlenecks, SLA compliance, or per-rep performance. Leadership needed strict ownership rules, an enforced 4 to 6 week install timeline, and automated workload distribution built into the system from day one.
The solution
SiiMPLY7 architected a phased Sales Cloud and Field Service Lightning build that carries a job from lead through installation under one owner. Sales Cloud was configured with custom production workflow, SLA tracking, status-based job boards, and weighted workload distribution to auto-assign incoming jobs to production reps. The platform integrated Five9 for outbound dialing with lead list and disposition sync, DocuSign and OneClick for contract signing, MuleSoft for system orchestration, Marketing Cloud for automated two-way customer texting, and QuickBooks for finance and payroll data preparation.
Implementation highlights
What we built.
- Custom Sales Cloud production workflow enforcing one-owner-per-job from contract signature through install
- Field Service Lightning configuration for scheduling, installer skills matching, and multi-trade jobs
- Five9 dialer integration with Salesforce lead list sync, ASAP priority dialing, and reset/rehash disposition logic
- SLA enforcement and escalation for the 4 to 6 week contract-to-install timeline, with finance-hold and front-office review gates
- Marketing Cloud automated two-way texting for tentative and confirmed install notifications, replacing manual messaging
- QuickBooks finance and payroll data integration, plus DocuSign/OneClick contract automation and real-time production dashboards
Results
Lead, contract, production, scheduling, and finance consolidated
Enforced contract-to-install SLA with escalation and review gates
Marketing Cloud two-way texting replaced manual install notifications
Engagement summary
SiiMPLY7 delivered a phased Salesforce build covering Phase 1 leads and appointments, Phase 2 proposals and production, Phase 3 marketing and engagement, and Phase 4 finance and go-live. The work shipped a custom production workflow, Field Service scheduling, and a Five9 dialer integration that gives the contractor end-to-end visibility and enforced ownership across multiple markets.
What's next
Likely next phases include completing the QuickBooks finance integration and go-live cutover, expanding installer skills-based scheduling and job attribute tagging, and building out the storm-restoration job board and commission calculation reporting. Continued change management and user adoption support across markets are also in scope.
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