American Technologies Inc. is the nation’s largest family-owned and operated restoration contractor. Headquartered in Anaheim, California, the company specializes in restoration, environmental and reconstruction services following natural and man-made disasters with an unwavering commitment to customer service. The company operates out of 20 branch offices nationwide with over 1200 employees.
As part of their customer service process, ATI has a larger number of on-field agents across the country who visit customer sites as part of their restoration services. Every time a customer service request comes in, the job is manually assigned to a field agent using Xactware. Before attending to the customer, the agent has to manually export all data pertaining to the customer from a Google drive. This manual task assignment and manual export of data was creating a lot of delays and frustrations with the workforce. The client wanted to improve their productivity and efficiency by automating the agent assignment and customer content access.
The enterprise integration team from PreludeSys performed a thorough assessment of the client’s technical environment. Armed with all the information, the PreludeSys team decided to utilize Mulesoft to integrate Jobs and Assignments in Salesforce with Xactware. To manage the customer content repository, PreludeSys integrated Salesforce lightning UI with Google drive. They created a single job creation module by Xactware integrations with Mulesoft. PreludeSys used API led connectivity for real-time integration and Change capture to optimize data volume and performance. Once all integrations were completed, redundant tools and process duplications were identified and decommissioned.