Volsen Ltd identified a potential area for improvement with how their customers sign-off the project after the completion of works. The existing process was a purely manual one, involving the Volsen site staff member reviewing the completed works and verbally agreeing with the client that the works were suitably completed. Following the visit, email confirmation was sent to the client to confirm the completion. This process contained a number of delays between the sign off meeting taking place and the confirmation being sent to the client. There was also no signature obtained from the client as part of this process.  

The brief was simple, design and build a more effective customer sign-off process that would integrate with the existing Salesforce CRM, be completed on site with the client, and remove the delay in the client receiving formal handover of the works.

The agreed solution was to utilise a third-party system to complete the customer sign off process on site and for the details of the sign-off visit to be updated within Salesforce. A confirmation of the sign-off visit would be sent automatically to the client upon completion.

The delivery of this project utilises several pieces of technology. These are outlined below:

•   Salesforce CRM
•   Nintex Drawloop
•   ProntoForms

A new section was created in Salesforce to record the customer sign-off details. The new section was linked to the main Project in Salesforce where Volsen store all the details of ongoing projects.

To enable Volsen site staff to easily record the customer sign-off from site, ProntoForms was identified as the best solution to capture the sign-off, whilst providing the required functionality to integrate the data with Salesforce CRM.

The customer sign-off form was created in ProntoForms to allow Volsen site staff to select the project that was to be signed off and complete the sign-off process. Utilising the customer signature question within ProntoForms allows the client to sign and confirm that the roofing works have been completed to the required standard and specification. 

As ProntoForms is a standalone system, it was important to build the integration between ProntoForms and Salesforce CRM. This required 2 steps; first to create the data source to show the details of live Projects from Salesforce CRM inside ProntoForms. The second stage was to build the integration to send the data from ProntoForms back into Salesforce CRM upon completion of the sign-off form.

The final step in the process was to produce a sign-off document that can be sent to the client. Nintex Drawloop is a native Salesforce app that allows documents to be produced automatically from within Salesforce.

A PDF document template was setup within Nintex Drawloop to use the data from Salesforce CRM, including the signatures that were collected from within ProntoForms. A workflow was built within Salesforce CRM to automatically generate a PDF customer sign-off form when then form is submitted from ProntoForms. The workflow is set up to automatically email the PDF sign off form directly to the client.

The project delivery has enabled Volsen Ltd to eliminate the time between the client handover meeting taking place and the formal handover confirmation being sent. The automation of the process has also reduced the admin requirement to process the sign-off documentation.  

The impact on the client is twofold; first that they receive formal communication regarding the sign-off immediately as well as clarity about which areas of the project have been signed off, secondly an increased confidence in Volsen’s effectiveness through their use of IT.