Case study: Clozzits

In the competitive landscape of the apartment industry, Clozzits has carved out a unique niche by offering closet system installations that enhance living spaces and increase property value. Founded in 2019, the company quickly recognized the need for a comprehensive solution to manage its growing operational demands, spanning manufacturing, warehousing, and installation processes across multiple states. This case study delves into Clozzits’ journey toward selecting Shepherd, detailing the company’s requirements, the selection process, and the outcomes of this pivotal decision.

Identifying the need

As Clozzits experienced rapid growth, the complexity of managing installations across a broad geographic area became increasingly apparent. The company’s business model, which includes manufacturing as well as installation, presented unique challenges. With installations also involving significant material movement and scheduling logistics, Clozzits needed a system that could efficiently manage high project volumes.

Clozzits needed a field service management system capable of scaling with the company’s expansion. The system would have to ensure quality control and manage schedules for field workers across different markets in the U.S. efficiently. This would not only support operational scalability but also uphold the company’s commitment to quality and customer satisfaction.

Selection process

The selection process began with an in-depth analysis of Clozzits’ needs, including the ability to manage installer schedules, track material movements accurately, and ensure consistent quality control. Clozzits turned to Oracle for recommendations, receiving three potential solutions, with Shepherd emerging as a strong contender.

Shepherd’s flexibility, coupled with its integration capabilities with NetSuite, which Clozzits was already using, made it an attractive option. The selection was based on several criteria, including the system’s ability to handle the unique requirements of Clozzits’ operation, such as scheduling at a regional level and ensuring rigorous quality control. Shepherd stood out for its ability to meet these needs, prompting Clozzits to initiate a detailed evaluation and ultimately select Shepherd as their solution provider.

Implementation phase

Implementing Shepherd was a strategic process involving careful planning and phased rollouts to ensure minimal disruption and optimal system performance. Initially, Clozzits faced challenges with adoption among their field team and ensuring the system met their specific operational needs. The company took a hands-on approach, working closely with Shepherd to customize the system, enhance user-friendliness, and incorporate feedback from the field.

Training and adaptation were crucial components of the implementation phase. Clozzits and Shepherd collaborated to develop training materials and sessions that addressed the technological needs and skill levels of the installer base. This collaborative effort ensured that even installers without prior technology experience could effectively use the system.

As Clozzits CEO Jim Monk points out, Shepherd does particularly well when it comes to anticipating what customers’ specific needs might require. A good example is the Shepherd mobile app. Clozzits needed a field service application that could handle interruptions in internet connectivity—apart from sometimes patchy network coverage, devices in the field can get disconnected when staff walk into buildings. Apps that cease to work in such situations are of no use. Shepherd’s app was the only one in Clozzits’ shortlist of EAM software providers that had anticipated the issue.

Benefits realized

Post-implementation, Clozzits experienced significant operational improvements. Shepherd contributed substantially towards the efficient management of parts movements, critical for tracking inventory through various stages of the installation process. This led to minimized inventory discrepancies and cost savings.

Another major benefit was the system’s scalability. Shepherd allowed Clozzits to rapidly expand into new markets by simplifying the process of adding new installers and managing installations across multiple locations. The system’s flexibility and ease of use facilitated faster training and integration of new team members, supporting Clozzits’ ambitious growth plans.

Quality control also saw remarkable improvements. With Shepherd, Clozzits could implement a more rigorous and standardized quality control process, reducing the need for extensive regional quality control personnel and thus lowering operational costs. This technological advancement not only streamlined processes but also ensured consistent quality across all installations.

The implementation of Shepherd marked a significant turning point for Clozzits, enabling it to manage and scale its operations across multiple states efficiently, streamline its quality control processes, and realize financial efficiencies through cost savings and operational improvements.