Overview
Sail Internet is a leading provider of fiber-sourced broadband and wireless internet services in the San Diego and San Francisco Bay areas. Their net-neutral internet technology is fast, reliable, and customizable, making them the perfect solution for businesses, schools, and homeowners in communities underserved by big telecom providers.
Since its inception in 2015, the company has been growing steadily and hitting its aggressive revenue targets by offering high-touch personalized services and innovative products. However, with new investors in 2020, the team felt added pressure to succeed while retaining their best-in-class customer service levels.
Challenges
As Sail Internet started thinking ahead about scaling for growth, they explored NetSuite ERP and other productivity tools for optimization. It became evident that their old school methods of managing field services – including excel, Trello project management, pen, and paper – were no longer adequate.
In particular, there were five main hurdles with their old approach:
- Managing a growing team of field service employees became a real challenge.
- Lost or incomplete paperwork was typical, causing delays and creating customer service issues.
- There was no way to track job progress or performance data effectively.
- It wasn’t easy to forecast revenue and manage job costs.
- The time needed to manage field services was becoming prohibitively expensive.
All of these moving parts needed to be accurately tracked and managed for Sail Internet to scale their business. Without a central system, the company’s growth goals were at risk.
Solutions
Sail Internet found a perfect solution for their growing pains with Zuper’s Field Service Management (FSM). The cloud-based software provides an end-to-end solution for managing field service operations, from job scheduling and dispatch to invoicing and reporting.
All required integrations within one system
Zuper’s API offered Sail Internet the ability to easily connect with other productivity tools they use, like CRM, NetSuite ERP and Zendesk customer service software. The API provides simple to complex data transfers, depending on Sail Internet’s needs. This ensures that their customer service data always remains up-to-date and accurate.
HubSpot CRM synchronization
Additionally, Sail Internet found great value in the Zuper + HubSpot Service Hub integration. As they grew and expanded their marketing and sales efforts and migrated from Copper CRM to HubSpot CRM, the Zuper + HubSpot Service Hub integration gave them the real-time sync and robust CRM + FSM functionality they needed to accelerate their growth efforts.
Smooth, easy-to-use scheduling
With drag and drop scheduling capabilities, Zuper’s FSM was easy to use and allowed Sail Internet to quickly create custom schedules for each of its service technicians. This feature was essential as they expanded their team and added new coverage areas.
Intelligent job automation
Zuper’s FSM also includes intelligent job assignment automation, which takes the burden of assigning jobs off of the scheduler’s plate. This feature ensures that jobs are posted in the most efficient way possible, taking into account employee skills and availability.
Digitization and processing of archival materials
Sail Internet also took advantage of Zuper’s digitization capabilities, allowing them to quickly and easily attach detailed records and high-resolution pictures (before and after) to each job, as well as tag them with unique search functionality. They could now keep an accurate, central record of each job and all associated files.
Built-in field service reporting and dashboard
The Zuper FSM dashboard provides an at-a-glance view of all field service operations, from job status and dispatch board to employee productivity and invoicing. Sail Internet managers are now able to quickly identify and troubleshoot any issues that may arise.
