Masco Security is a leading provider of comprehensive safety, fire, and security solutions across Malta. Their expertise spans residential and commercial sectors, offering tailored installations of intercom systems, intruder and fire alarms, CCTV, access control, safes, automation systems, emergency lighting, and signage.
Beyond installations, Masco operates a well-stocked retail outlet supplying cutting-edge security products to homeowners and businesses alike. Their commitment to excellence is reflected in their full-service approach, encompassing installation, maintenance, and repair, supported by continuous staff training, research and development, and a responsive 24/7 service backed by a fleet of service vehicles and a fully equipped electronic workshop.
CHALLENGE
Inefficient operations workflow
Masco’s operations were traditionally manual and paper based. Onsite technicians relied on paper forms to capture task details, installations, and project sign-offs. These forms were then handed over to customer care agents who manually updated an ERP system and managed day-to-day operations using Excel spreadsheets. This manual process created inefficiencies, communication gaps, and difficulties in tracking work progress and resource utilisation.
The key challenge was to standardise and digitise both the initial installation and aftersales support processes. Masco sought a digital solution to enhance communication between onsite technicians and appointment coordinators, streamline task tracking, and eliminate reliance on loose paperwork.
ACTION
Custom Salesforce implementation
Deloitte Digital, through its acquisition of iMovo, partnered with Masco to implement a customised Salesforce solution designed to meet their operational needs.
The implementation included:
- Account management: Centralised customer data for improved relationship management
- Maintenance agreement and contract management: Streamlined handling of service contracts
- Support cases and maintenance visit scheduling: Efficient case tracking and appointment coordination
- Task assignment: Seamless allocation of jobs to technicians
- Mobile application for technicians: Empowered onsite staff to view and complete daily appointments, including client sign-off directly via the app
- Comprehensive reporting: Detailed insights into resource usage, services delivered, and technician performance
BENEFITS
Streamlined digital workflows
Since going live approximately one year ago, the Salesforce implementation has transformed Masco’s operations. Feedback from both clients and staff has been overwhelmingly positive.
Key benefits include:
- Enhanced internal communication and coordination between technicians and customer care teams
- Improved appointment management and scheduling accuracy
- Instant digital document sharing with clients, replacing cumbersome paper processes
- Increased productivity across all employees through streamlined workflows
- Elevated customer satisfaction driven by more organised, transparent, and responsive service delivery
CONCLUSION
Empowering business transformation
Deloitte Digital's Salesforce implementation has empowered Masco Security to digitise their operations, driving efficiency and improving customer experience.
This partnership exemplifies how tailored digital transformation solutions can unlock operational excellence for local businesses across various sectors.
TESTIMONIAL
“When we first approached Deloitte Digital with our ideas to digitise our processes and implement a professional CRM solution, we were met with an experienced, professional, and energetic team that guided us through what Salesforce could offer as a platform. The Deloitte Digital team—from analytics and software development to implementation—kept us well-informed and involved Masco in every step, fostering a two-way communication channel to ensure the right solution was delivered.
Implementing this CRM has been a game-changer for our business. It has streamlined our processes, reducing our use of physical paper by 90%, and improved communication across all our teams, allowing us to manage customer relationships more efficiently. We have also seen increased cash flow, with invoices being issued within 24 hours of the job being completed. Since adopting the Salesforce platform, we’ve seen a measurable boost in productivity and a clear return on our investment.
Masco looks forward to maintaining a professional relationship with Deloitte Digital as we continue to explore business enhancements through the Salesforce platform.”
Karl Bartolo
Chief Operations Officer, Masco Security
Field Service Operations
Elevate service and aftermarket experiences to drive growth
Read More
Salesforce
Respond to the dynamic environment and reimagine interactions with employees, suppliers, and customers.
Read More
Digital Commerce
Enabling omnichannel B2B and B2C e-commerce solutions