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ADT Streamlines Billing and Field Service with Salesforce

Coastal’s partnership was key to unlocking ADT’s potential, enabling them to enhance their customer experience, improve operational efficiency, and position them for long-term success.

Challenge

ADT, a leader in home security, aimed to modernize its operations by migrating as many pieces of its existing tech stack to Salesforce as possible. This digital transformation, known as OneSalesforce, also required shifting their Project Management Office (PMO) from traditional waterfall methods to agile practices using SAFe 5.0 Delivery Principles. ADT needed a partner to guide them through this complex transformation while minimizing disruption to their business.

Solution

Coastal partnered with ADT to overhaul their legacy systems, burdened with technical debt, and migrate them onto the Salesforce platform. The goal was clear: enhance the customer experience and streamline operations across the board.

Field Service Lightning: Coastal configured and customized Salesforce Field Service Lightning to empower ADT’s technicians, enabling them to upsell, set up security systems, and collect payments while on-site with customers.

Revenue Cloud with Billing: Coastal implemented Salesforce CPQ and Billing to simplify the sales process and provide ADT with a 360° view of every customer interaction.

Marketing Cloud: Coastal deployed Marketing Cloud, enabling ADT to automate and personalize customer communications, enhancing the customer experience at every touchpoint.

Results

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The transformation led by Coastal delivered remarkable results for ADT:

Improved Efficiency: ADT’s technicians now work more efficiently, thanks to the custom Field Service Lightning setup, which supports seamless upselling, quoting, and payment collection in the field.
Record-Breaking Billing Implementation: Coastal executed the largest Billing implementation in Salesforce history, enabling ADT to collect over half a million payments since the pilot launch.

New Strategic Partnership: With their new Salesforce platform in place, ADT successfully launched a co-branded product line with Google. Coastal’s solution allows ADT to accurately quote and bill for Google products, driving new revenue streams and expanding market opportunities.

Enhanced Visibility: The unified Salesforce platform gives ADT clearer insights into their sales and service processes, empowering data-driven decision-making and positioning them for long-term growth.

The transition from outdated legacy systems to the OneSalesforce platform has provided ADT with the flexibility and scalability needed to continue growing and evolving in an increasingly competitive market.

Clouds & Products

Field Service Lightning
Marketing Cloud
Revenue Cloud