How Home Town Fence Transformed Their Business Operations with Salesforce

Home Town Fence faced a significant challenge with its business operations. Before adopting Salesforce, the company managed a range of disconnected systems that complicated every step of the process—from lead generation to invoicing, customer feedback, and field operations. With leads coming in from various channels such as builder portals and Home Depot, tracking and nurturing potential opportunities was cumbersome and inefficient. Meanwhile, financial operations were split between QuickBooks and Salesforce, causing delays in invoicing and difficulties in tracking payments. The company also struggled with gathering customer feedback and conducting quality audits on jobs, while work orders for field crews were managed manually, leading to inefficiencies and potential errors.

Determined to overcome these hurdles, Home Town Fence decided to integrate its systems using Salesforce as the central platform. The transformation began with unifying lead management. By configuring Salesforce to capture leads from all sources, including builder portals and Home Depot, every potential customer was tracked in one place. This not only ensured that no lead was overlooked but also allowed the sales team to follow up promptly and efficiently, thanks to automated lead scoring and assignment rules.

Financial processes also received a major upgrade. The integration between Salesforce and QuickBooks allowed for automatic invoice creation as soon as a sale was finalized, which dramatically reduced manual data entry and minimized errors. Payment data was directly fed into Salesforce dashboards, providing a real-time overview of the financial health of each project. This seamless connection improved forecasting and enhanced cash flow management.

Customer engagement was another critical area that benefited from the Salesforce integration. Home Town Fence customized the system to automatically send surveys after each service, linking the feedback directly to individual customer profiles. This real-time collection of insights allowed the company to quickly identify and address any issues, ultimately driving higher customer satisfaction and loyalty.

On the operational front, the integration revolutionized how Home Town Fence managed job audits and work orders. Standardized audits for job quality were implemented, with the productiont team able to record their findings on-site via mobile devices. This approach ensured accountability and facilitated immediate improvements when necessary. Additionally, work order creation became an automated process, streamlining the scheduling of jobs to field crews. The integration led to faster project completions and more consistent service delivery. The results of this integration have been transformative.

Home Town Fence now enjoys improved lead conversion rates thanks to the unified approach to lead management. Financial accuracy has seen a marked improvement due to the reduction in manual errors and the real-time tracking of payments and invoices. Customer insights have deepened, as the systematic collection of feedback enables the company to continually refine its services. Moreover, operational efficiency has reached new heights, with streamlined audits and work order management significantly reducing delays and enhancing job quality.

Home Town Fence’s journey with Salesforce is a powerful example of how integrated business systems can drive growth and operational excellence. By breaking down silos between sales, financial operations, and field management, the company has not only enhanced internal efficiency but also delivered a superior customer experience. This case study is an inspiring reminder for any business facing the challenges of disconnected systems: with the right technology, digital transformation is well within reach.