Case Study: Multi-Location Service Business Automation
How a 5-location service business cut 25+ hours of weekly manual onboarding with a Make.com suite across CRM, scheduling and billing.
Client: Multi-Location Service Business — Field Services / Multi-Location
The challenge
- 30+ hours per week spent on manual onboarding across 5 locations
- Inconsistent intake quality between branches
- Frequent missed follow-ups and dropped leads
- Three disconnected systems: CRM, scheduling, and billing
The approach
- Process mapping: Shadowed each location to map the true onboarding flow, not the documented one.
- Automation design: Designed a single Make.com workflow that fanned out to all five locations with location-aware logic.
- System integration: Connected the CRM, scheduling tool, and billing platform with proper error handling.
- Pilot at one branch: Ran it live at the highest-volume location for 2 weeks before rollout.
- Org-wide rollout: Trained branch managers and shipped to all locations with monitoring dashboards.
Results
- Onboarding time reduced 85%
- 25+ hours per week returned to the team
- Zero missed follow-ups in the first 90 days
- Consistent client experience across all 5 locations
Tools used: Make.com, HubSpot, Acuity Scheduling, QuickBooks Online, Slack, Google Workspace