Case study: Laundry machinery sales

This case study looks at a long-standing laundry machines sales company in Louisiana, with a legacy spanning over a century. Serving healthcare, hospitality, and other institutional sectors, the company offers comprehensive solutions including sales, project management, installation, and ongoing maintenance. Its commitment to durable, primarily American-made equipment and excellent customer service has earned it a trusted reputation.

The challenge

Despite its success, the company faced persistent operational difficulties, particularly in managing field service operations. With equipment lifespans reaching up to 35 years, the commitment to long-term service created logistical complexities. These were made worse by dependence on an outdated ERP system that lacked flexibility and required manual scheduling and dispatch of service technicians. This hindered visibility, responsiveness, and overall service efficiency.

Choosing Shepherd

The search for a modern ERP and field service solution was prompted by these challenges and guided by the company’s NetSuite partner. Shepherd emerged as the preferred choice due to its native NetSuite integration, eliminating the need for middleware, and its robust field service management capabilities. Its ability to address the specific needs of a service-oriented operation set it apart from competitors.

Implementation and adaptation

The implementation of Shepherd CMMS represented a major shift for the Louisiana-based laundry equipment provider. Moving from consultation to go-live in just five months, the rollout demonstrated both decisive leadership and Shepherd’s structured onboarding process. The transition included training staff across technical skill levels and gradually introducing mobile tools through smartphones and tablets. Although there were expected hurdles in adapting to new workflows, the methodical implementation and dedicated support helped the team quickly gain confidence in the system.

Results and benefits

Shepherd CMMS brought measurable improvements across the organization:

Operational efficiency. The switch from manual processes to Shepherd’s digital platform led to more efficient scheduling and resource allocation. Real-time visibility via the digital scheduling board allowed for faster decision-making, reduced technician drive time, and significantly lowered operational costs.

Service quality and customer satisfaction. With better insights into technician availability and service call backlogs, the company could respond more quickly to customer needs. This responsiveness helped set clearer expectations, meet service commitments, and improve client satisfaction.

Inventory and parts management. Shepherd provided real-time visibility into service van inventory. Technicians could check part availability from mobile devices, streamlining service delivery and improving the accuracy of parts tracking. Digital service tickets accelerated the billing cycle, leading to quicker invoicing and improved cash flow—a key benefit for any capital equipment business.

Technological adaptation and staff feedback. The move to a digital-first service model required cultural change. While initial skepticism existed, team members appreciated the platform’s usability once trained. For the more tech-savvy technicians, issuing iPads further enhanced productivity and engagement.

Future prospects and continuous improvement

The Louisiana-based company views its relationship with Shepherd as an evolving partnership. The initial transformation has opened doors to further improvements through new features and potential integrations. Ongoing dialogue with the Shepherd team ensures the platform continues to support the company’s operational goals and customer commitments.

Conclusion

For this established laundry equipment distributor, implementing Shepherd CMMS was a pivotal milestone. Gains in efficiency, service quality, and financial processes have positioned the company to grow and innovate while maintaining its role as a leader in the industrial laundry service sector in the Gulf South. As technology continues to shape service operations, the business remains focused on leveraging modern tools to deliver long-term value to its customers.