Case Study: Carpet Wagon Uses
FloorLink.net for In-home Services and
Store Sales Management
The Challenge
Carpet Wagon has been in flooring business for more than 20
years in greater Los Angeles. Currently Carpet Wagon operates 9 retail
stores and a new in-home service unit. Carpet Wagon has been
aggressively marketing its brand and services through local radio,
newspaper ads, mailing fliers and Internet search marketing.
Tracking and assigning leads generated from multiple channels has
been a challenge with its call center dispatch team. Field sales reps
need to be notified what assignments he gets next day, meanwhile the
reps need to report the sales status of home visits he makes over the
day. Using Excel, phones and faxes to communicate between field reps and
central office is very tedious and error-prone.
The Solution
Carpet Wagon has been using FloorEstimate Pro estimating
software since early 2004. And they turned to Floor Covering Soft for
its web-based FloorLink.net CRM system. Floor Covering Soft has helped
Carpet Wagon deployed FloorLink.net solution to automate its in-home and
store operations. It went through a morning training session by Floor
Covering Soft trainer and took about a week for reps to get familiar
with the system. Now a standard workflow is streamlined:
- Call-in leads are automatically entered into FloorLink.net as
new sales leads with scheduled appointment and attached with a
profiled questionnaire.
- Sales office manager assigns leads to reps onto their available
time slots.
- Field reps login to their FloorLink.net account to pick its
appointments and prospect information.
- Field reps update the status of a home visit and when sold,
create diagrams on FloorLink.net and submit with sales order to be
reviewed by sales office manager for installation.
- Sales office manager can verify & modify the diagram and
estimate to make sure it is accurate from FloorLink.net
- Sales office manager prints daily report from FloorLink.net on
rep conversion rate, lead generation by sources, etc.
The Result
The deployment has been successful and now FloorLink.net becomes
integral part of Carpet Wagon's in-home services daily operation.
- Field reps capacity has increased by 25% due to pre-planed
scheduling and web access to lead information from home, on the
road, or even prospect site.
- Sales conversion has been enhanced by 10% with onsite layout and
estimating tool (showing accurate measurement and design options)
- Sales office manager saves 50% of time on the phone and fax, and
avoids lots of errors with hand-sketch and faxes.
