Case study · SMT Research, Vancouver

One system from quote to install to invoice, for a manufacturer with install crews.

SMT makes hardware and installs it on job sites. Its work was spread across inventory software, a project tool, spreadsheets, chat and paper. We moved it into one Salesforce, step by step, with the same four offers we sell today.

~60 people: office, plant and crews
Discovery: May 2026
Built and run: June to November 2026

The results

Each number says whether it was counted or said by staff.

6 to 1systems a tech opens to start the day: now one page, on the phoneBefore (5 to 6) said by staff
9xfaster from staff request to resolved: median 21 days down to 2.3Aug vs Oct 2026, counted on the request board
78%of field crew working in the new phone tools14 of 18, Sep 2 to Nov 6 2026, counted in Salesforce
8xmore team conversation on jobs inside SalesforceTask-board comments, Jul-Aug vs Sep-Oct 2026
2.7xmore people opening opportunities each month; estimators now open 56% themselves, up from 1%Feb-Apr vs Aug-Oct 2026
48improvements shipped in a single weekCounted in the change log, week to 26 Oct 2026
77improvements found in 5 department sessions, ranked into one priced backlogCounted on the process map
28hour entries per tech in the first month308 by 11 techs, counted in Salesforce
15 mininvoices and bills can post to QuickBooks on their own. Before: hand-exported CSVCounted in the sync log

The process, step by step

A Vancouver hardware maker that installs with its own crews. What we did at each step, and what it produced.

Our processStep 2First FixC$495 · 5 business days from access
At SMT
A stop screen that says why when a job has no work order, and back-dating for missed days.
Before: The hours screen told crews "Successfully logged" and saved nothing.
The output
28Hour entries per tech in the first month308 entries by 11 techs, counted in Salesforce, 30 days to 1 Sep 2026, after the fix.Counted
Our processStep 3Operations Systems AuditC$2,500 · 3 weeks
At SMT
Five recorded department sessions and one process map across eight teams, then a ranked backlog.
Before: Five departments, each with its own tools and workarounds. Nobody had the whole picture.
The output
77Improvements found in 5 department sessionsFlagged on one process map across 8 department lanes.Counted
17Fixes ready to ship straight awayFrom 38 ranked backlog items; 37 checked against their live Salesforce.Counted
Our processStep 4Build SprintC$6,000 per sprint · 4 weeks per sprint
At SMT
A crew scheduler and My Day screen in Salesforce, a QuickBooks sync, and inventory history moved over from Unleashed.
Before: Techs checked five to six systems every morning. Crews were booked in a shared sheet. Invoices went to QuickBooks by hand.
The output
6 to 1Systems a tech opens to start the dayBefore, as staff described it: 5 to 6 systems every morning. Now one page: the order, on their phone.Said by staff
78%Of field crew working in the new phone tools14 of 18 field users, 2 Sep to 6 Nov 2026, counted in Salesforce.Counted
Every 15 minInvoices and bills can post to QuickBooks on their ownBefore: exported by hand as CSV. Counted in the sync log.Counted
Our processStep 5Monthly SupportC$1,800 a month · Monthly, no contract
At SMT
Week-to-week support with a request board and a change log, each change checked logged in as the person who uses it.
Before: Changes were tracked in Slack DMs. Requests piled up.
The output
9xFaster from staff request to resolvedMedian 21 days to 2.3 days, requests raised in August vs October 2026, counted on the request board.Counted
8xMore team conversation on jobs inside SalesforceComments on the task board, 6 to 49.5 a month, Jul to Aug vs Sep to Oct 2026.Counted
48Improvements shipped in a single weekFrom the change log, week to 26 Oct 2026. 41 of them checked logged in as the person who uses them.Counted

The numbers we move, and what comes next

Every engagement is measured on these, inside your own Salesforce. The audit records where you start. Each sprint names the number it moves. Monthly Support reports them every month. SMT’s figures are shown where they were recorded.

What you get back	How it is counted	At SMT	Moved by	Then expand to
QuoteHours from request to quote sentQuotes out the same day, while the customer is still deciding.	Time between the request logged and the quote PDF sent, per quote.	Before: 1 day to 1 week, starting in ExcelSaid by staff	First Fix Build Sprint	Price lists and options kept as data, so estimators stop rebuilding quotes.
QuoteQuotes followed up on timeEvery open quote gets its follow-up, without anyone remembering to.	Share of open quotes with a completed follow-up task by its due date.	Before: 60 to 70% of the timeSaid by staff	First Fix Build Sprint	A weekly win and loss view by product and region.
OrderQuotes that convert to an order on the first tryA won job becomes an order in one click, and says why when it cannot.	Share of conversions that succeed first time, with the failure reason logged.	After: Reason shown on every conversion; converter rebuiltCounted	First Fix	Deposits, holdback and intake tasks created with the order.
MaterialsSales entered twiceOne entry per sale. Stock and orders agree without re-keying.	Documents still created in the old inventory tool each month (target 0).	Before: Every sale entered twice; stock count "infinite"After: Real counts and a record of every stock changePartly counted, partly said by staff	Operations Systems Audit Build Sprint	Reorder tasks that raise themselves at the minimum.
ScheduleSystems a tech checks before leaving the yardThe day on one page, on the phone.	Count of apps and sheets a crew member opens to start the day (ask five techs).	Before: 6 systemsAfter: 1 page: the order, on the phoneSaid by staff	Build Sprint	Crew scheduler in Salesforce: crews, days, shifts, every booking tied to its order.
InstallField users working from their phonesCrews log hours and materials where the work happens.	Field users with a mobile sign-in in the last 30 days, out of all field users.	After: 78% use the phone tools (14 of 18), Sep to Nov 2026Counted	Build Sprint	Photos and sign-off on the job, so the invoice can go the same day.
InstallHours logged on the dayHours you can bill and pay from, without chasing anyone.	Share of hour entries made on the day the work happened.	After: 28 entries per tech in the first month (308 by 11 techs)Counted	First Fix Monthly Support	Payroll hours that report themselves.
InvoiceDays from install complete to invoice sentFinished work billed the same week, not when someone gets to it.	Days between the install marked complete and the invoice created in QuickBooks.	Before: Invoices exported to QuickBooks by hand as CSVAfter: Post every 15 minutesCounted	Build Sprint	Progress claims, deposits and holdback on the invoice.
InvoiceHours spent gathering payroll hoursAn afternoon back every pay period.	Staff time per pay period to compile hours for payroll.	Before: About 4 hours per pay periodAfter: Hours report emails itselfPartly counted, partly said by staff	First Fix Build Sprint	Hours sent straight to the payroll tool.
See it allImprovements shippedYour team asks once and sees it working the same week.	Changes shipped and checked as the person who uses them, per month.	After: 48 in a single weekCounted	Monthly Support	One backlog item shipped every month.
See it allData checks on targetNumbers leadership can trust, each problem with an owner.	Automated data checks passing, out of all checks.	Before: 4 of 62 on targetAfter: 100 checks, each with an ownerCounted	Operations Systems Audit Monthly Support	A board of quoted, booked, installed and not yet invoiced work.

Where the work lived, and where it went

Every source, what it held, and where it went. As of October 2026.

UnleashedInventory, orders, POs, invoice historyHistory moved, reconciled
Mavenlink (Kantata)Projects, files, contactsContacts moved
Google SheetsThe crew dispatch scheduleReplaced by scheduler
ExcelEvery quote, the forecastQuotes in Salesforce
AsanaProduction tasksTask board built
Slack DMsRequests and material asksOne request card each
Email and paperInquiries, hours, hand-drawn site mapsOn the order record
Timesheet toolsHours across four or more appsHours on the phone

Salesforce

Quotes and orders
Stock and purchasing
Crew schedule
My Day on the phone
Invoices

QuickBooks stays for accounting, synced

Inventory: moving off Unleashed

Cause

Every sale was entered twice. Staff said the stock count was "infinite", and accounting re-keyed transactions because the totals were wrong.

What we built, and the effect

Orders, purchase orders, invoices since 2016, bills of materials and stock history moved into Salesforce, reconciled to the cent against Unleashed.
That history now shows on the live customer, vendor and order records.
Real stock counts, receiving, and a record of who changed what, on every stock change.
Reorder tasks that raise themselves at the minimum.

Figures are from the engagement records, June to October 2026. No SMT financial figures or order counts are shown. Salesforce, Slack, QuickBooks, Excel, Asana, Kantata and Unleashed are trademarks of their owners. Google Sheets and Gmail are trademarks of Google LLC. Product names identify the systems involved and imply no partnership or endorsement.

15-Minute Fix Plan

For manufacturers who make and install their own products, 30 to 200 people, already on Salesforce. In 15 minutes you leave with the first thing we would fix and what it would take, written down and yours to keep.

Get my 15-minute fix plan Know what you need? Get it fixed in 5 business days