Food has long offered us nourishment, for both our body and soul. Sharing a meal brings us together, providing a feeling of connectivity and community. And so do the restaurants we visit to share in those moments.
Toast powers successful restaurants of all sizes. With solutions that combine point of sale, front of house, back of house, and guest-facing technology, restaurants can focus on what they do best — delighting their guests with great food and great experiences.
So in order to best serve their customers, Toast ensures quick and efficient installation and custom setup, allowing business owners to easily integrate the technology into their day-to-day.
Forging their path toward growth with Salesforce Field Service
Toast provides solutions to improve the way restaurateurs do business. So it makes sense that they too would find solutions that help their business run smoothly.
Holding true to their customer promises, Toast needed a system that allowed them to efficiently schedule service and installations across their rapidly growing customer network. Armed with Salesforce Field Service (SFS), the Toast team was eager to set themselves up for success.
By focusing on the toolset they provide their field technicians, they can ensure a positive experience for restaurant owners. These experiences and fast installs allow the organization to scale.
Sometimes you have to take a step back in order to move forward
After settling into their self-implemented, highly customized Field Service product, it became apparent that something wasn’t quite right. But, they knew what they wanted the technology to accomplish.
The team decided they needed to start over. Rather than continue down the path of self customizations, they wanted to return to a more out-of-the-box version of SFS that allows for a stronger foundation and more flexibility in the product moving forward. And with their company growing rapidly, they wanted to incorporate more advanced scheduling functionality to support their field technicians.
In other words, they needed to lay a solid foundation in which they can build their house — and future additions — on.
The problem? They didn’t have the in-house expertise needed to make it happen.
Toast ups their game with Salesforce Field Service experts, Empodio
By identifying the knowledge gap, Toast was ready to move forward and find the right partner to reach their goals. Working with Empodio, they were able to identify a roadmap for the reimplementation of SFS that would create a solid foundation and growth path to support their organization in a long-term way.
First, the toolset was returned to a more out-of-the-box process flow following best practices. A specific focus was put on the redesign of the object model, visual workflows, and Lightning UI.
Next, to fulfill their commitment to their users and their organizational goals, the team needed a better understanding of advanced automation in their scheduling practices. By making use of these processes, Toast would be ready to complete more installation and on-site customer support cases, and eventually move towards a model of contractor-based resourcing to expand their market share.
And with SFS now in a place where they can more readily be successful, Empodio focused on enablement and training sessions for Toast Trainers and End-users, driving positive, forward-facing decisions around their product usage.
“Empodio quickly learned our business process and explained how we should leverage SFS to all stakeholders in terms we could understand. They easily worked into our Agile process and helped us integrate the work they developed. Alex was extremely responsive and answered all the questions our team had. Highly recommend Empodio to anyone looking to set-up a solid SFS foundation in their organization.” – Matthew Merola, Sr. Program Manager, Toast
Product knowledge empowers better service and organizational growth
Today, Toast is equipped with a deeper understanding of the Salesforce Field Service product and how it integrates into their organization — preparing them to bring a higher standard of service to their customers. In fact, when you pair their technology with an unrivaled commitment to customer success, their community of restaurateurs is thriving with reduced turn times, increased sales, and higher employee retention.
As they move forward in their growth path, their SFS toolset is now able to easily scale with the company. From more advanced scheduling automation to improved communication functionality, the team can improve workflow, increase customer installations and service calls, and support a future contractor model.
With a presence in over 230 US cities, expect to see even more from Toast in the years to come.
Why partner with Empodio for your SFS project?
Empodio offers the SFS expertise you need to get the most out of your solution. As a partner, you can expect:
- Proper solution implementation to comply with the SFS product roadmap for long-term stability and best practice build quality
- Product education so internal stakeholders can understand what the system can and cannot do for their operations
- Product understanding to enable your internal team to handle the administrative support for future phases and post-go-live
- Communication and responsiveness to questions and anxieties of digital transformation
- Project management methodologies that allow for ultimate transparency and clear delivery of scoped items
- Open interface with your existing team to best drive advocacy, product understanding, and ultimately: adoption
Looking to implement or improve the Salesforce Field Service platform at your organization? Contact us today.