Case study: Pellerin Laundry Machinery

Pellerin Laundry Machines Sales Company Inc., with a legacy spanning over a century, has established itself as a cornerstone in the distribution and service of industrial laundry equipment. Catering to a diverse clientele, including healthcare, hospitality, and various other sectors, Pellerin Laundry prides itself on offering comprehensive solutions encompassing sales, project management, installation, and post-installation services. The company’s dedication to quality and customer service is evident through its extensive product range, primarily American-made, and its commitment to long-lasting equipment.

The challenge

Despite its storied success, Pellerin Laundry faced significant operational challenges, particularly in managing its field service operations. With equipment that boasts a lifespan of up to 35 years, the company’s commitment to regular service and maintenance comes with certain logistical complexities. The reliance on an outdated ERP system further compounded these challenges, offering limited flexibility and requiring manual intervention for scheduling and dispatching service technicians. This system’s limitations hindered efficiency, visibility into service calls, and the overall responsiveness of the service team.

Choosing Shepherd

The selection process for Pellerin Laundry’s new ERP and field service system was thorough, guided by the recommendation of their NetSuite partner, Bryant Park. Shepherd stood out not only for its comprehensive field service management capabilities but also for being NetSuite native and thus not requiring any integrations. The decision was propelled by Shepherd’s superior platform, which addressed the nuanced needs of service management more effectively than competitors did.

Implementation and adaptation

The implementation of Shepherd marked a significant transformation for Pellerin Laundry. The transition was quick, moving from initial consultation to live operation in just five months. The swift implementation is a testament to Pellerin Laundry’s decisiveness as well as Shepherd’s supportive approach: despite the fast pace, the rollout was executed methodically, with a focus on training and adapting the workforce to embrace the new digital tools. Though challenges were inevitable, especially in familiarizing a technologically diverse team with the new system, through dedicated support and a phased introduction of digital tools from smartphones to tablets, the implementation phase gradually overcame initial hurdles.

Results and benefits

The integration of Shepherd into Pellerin Laundry’s operations catalyzed a significant transformation across various facets of the business and had a positive impact on service efficiency, customer satisfaction, and internal processes.

Operational efficiency. One of the most immediate benefits was a substantial improvement in operational efficiency. The shift from manual scheduling and dispatching to Shepherd’s digital platform enabled a more streamlined and effective management of service technicians’ schedules. This efficiency gain reduced driving time between service calls, optimizing the allocation of resources and significantly cutting down on operational costs. The digital scheduling board became an essential tool for real-time visibility, allowing for more agile and informed decision-making.

Service quality and customer satisfaction. Improved operational efficiency led to better service quality: With Shepherd, Pellerin Laundry achieved greater visibility into service call backlogs and technician availability, leading to faster response times and more timely service deliveries. This visibility into customer demand and service queues ensured that Pellerin Laundry could better manage expectations and deliver on its service commitments, thereby elevating customer satisfaction levels.

Inventory and parts accounting. The platform provides real-time visibility into any inventory carried by service vans, allowing technicians to easily check for part availability directly from their mobile devices. This immediate access to inventory data not only streamlined the service process but also enhanced the accuracy of parts accounting. The transition to digital service tickets expedited billing processes, reducing the time from service completion to invoice generation. This shift significantly improved cash flow, a critical aspect of the financial health of the business.

Technological adaptation and staff feedback. The transition to a digital-first approach required a cultural and technological shift within the organization. Despite initial reservations, staff gradually adapted to the new system, with training and support playing a pivotal role in this transition. The feedback on the app’s usability was generally positive, with a notable appreciation for its impact on simplifying tasks and enhancing productivity. The move to iPads for the more technologically adept technicians further underlined Pellerin Laundry’s commitment to leveraging technology to improve service delivery.

Future prospects and continuous improvement

Looking ahead, Pellerin Laundry views its partnership with Shepherd as a dynamic and evolving relationship. The initial successes have laid a solid foundation for exploring additional functionalities and integrations that can further enhance operational efficiency and customer service. Continuous feedback between Pellerin Laundry and Shepherd ensures that the system remains responsive to the evolving needs of the business and its clients.

Conclusion

The integration of Shepherd has been a pivotal milestone in Pellerin Laundry’s journey. The operational efficiency, enhanced service quality, and improved financial processes speak volumes about the system’s impact. As Pellerin Laundry looks to the future, the focus remains on leveraging technology to drive growth, improve customer experiences, and maintain its leadership position in the industrial laundry equipment service sector.