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Salesforce Field Service Implementation and Customization for Smart Home Automation Company
Salesforce customer success story that covers complex implementation and customization, spanning Service Cloud, Field Service Lightning, MuleSoft, project management tools, and more
Salesforce Field Service Implementation and Customization for Smart Home Automation Company
Regent5
Website:
regent5.com
regent5.com
Industry:
Engineering, construction,
& real estate — construction
Engineering, construction,
& real estate — construction
Headquarters:
📍 USA, CA
📍 USA, CA
Number of employees:
39
39
About the Сlient
Regent5 is a smart home automation and electrical services company that takes a full-service approach to technology in the home. Instead of focusing on just one area like lighting or security, the company helps bring everything together — climate control, shades, entertainment, security systems, and more — into a single, easy-to-use system.
The company’s goal is simple: To give homeowners the ultimate convenience of controlling their entire home from one app. Whether it’s adjusting the thermostat, dimming the lights, or checking in on security while away, Regent5 makes everyday living easier and more comfortable.
What makes Regent5 different is its “white glove” service. Everything is done in-house, from engineering to installation, so clients don’t have to juggle multiple vendors. This dedication to quality has fueled Regent5’s rapid growth over the past decade, helping it win clients away from long-established competitors who often focus on narrower solutions.
The company ethos is best captured in its tagline: “Control Your Lifestyle.” For many clients, once they experience the convenience and sophistication of a Regent5-powered home, it becomes something they can’t imagine living without.
- Service Cloud
- Customer 360 Platform
- Field Service Lightning (FSL)
Products used:
- Long-term project, completed in August 2025
- Engineering, construction, and real estate — construction
Project details:
- 21-100 Salesforce users
- Configuration of FSL, PMT, and inventory management tools
- Integrations: D-tools, QuickBooks
Services provided:
Challenges
Before adopting Salesforce, Regent5 faced major limitations with its operations management systems. The client experimented with several platforms, but each fell short in critical ways:
- Manual, disconnected processes: The company’s previous platform allowed it to perform basic project and operations tasks, but everything was manual. There was no automation, no data linking across workflows, and no meaningful reporting. This made it impossible to gain real insights into performance or efficiency.
- Rigid “off-the-shelf” solutions: Many of the industry-standard tools Regent5 tried couldn’t be customized to fit the client’s complex business model. Instead of technology serving its operations, Regent5 was forced to adjust its processes to fit the software — a compromise the client wasn’t willing to make.
- Incomplete coverage: Other than Salesforce solutions, addressed parts of the business, but couldn’t manage the full range of services Regent5 delivers under one roof.
- Scalability concerns: Some tools were promising but built by small vendors without the stability or long-term scalability Regent5 needed to support a growing client base.
- Jane DuGeneral ManagerTwistellar came highly recommended, and they have proven to be a strong partner.
The team has excellent knowledge across Salesforce, is easy and flexible to work with, genuine, and offers reasonable pricing — especially important when spending thousands of hours customizing the platform.
Solution
Twistellar helped Regent5 address its business challenges by delivering a Salesforce-based solution that replaced fragmented legacy systems with a unified operations management platform.
The implementation included:
- Configuration of Salesforce Field Service Lightning (FSL), Project Management Toolkit (PMT), and Inventory Management tools to optimize project delivery and service operations.
- Implementation of MuleSoft for robust API-led integrations, enabling smooth data flow and connectivity across Regent5’s ecosystem of applications.
- Custom integrations with D-Tools and QuickBooks, ensuring seamless connection between design, financials, and operations.
- Migration from legacy platforms to Salesforce, consolidating multiple disconnected systems into a single source of truth.
- Tailored customization of the Salesforce mobile app, transforming it into an efficient tool for time logging, project tracking, and service task management on the go.
The offered solution went beyond standard project management. It was designed as a full-scale operations management solution tailored to Regent5’s business requirements as a high-end, all-in-one technology service provider.
Unlike out-of-the-box solutions that forced the business to adjust its processes, Salesforce allowed the flexibility to customize workflows to match Regent5’s complex service portfolio.
By building on Salesforce, Regent5 gained the scalability and adaptability to manage its entire business in one place, with the confidence that the platform could grow alongside the company’s ambitious trajectory.
- Jane DuGeneral ManagerI would rate Twistellar five out of five — completely satisfactory.
Their team has been excellent to work with, and I would definitely come back to collaborate with them again.
We also look forward to continuing our partnership for future customizations and developments.
Scope and Process
Objectives: Centralize operations, improve project cost visibility, optimize time logging and project management, enable flexible workflows, enhance mobile accessibility, support data-driven decisions.
Deliverables: Salesforce FSL, PMT, and Inventory Management configuration; MuleSoft; D-Tools and QuickBooks integrations; legacy system migration; mobile app customization; reports and dashboards for cost, project, and resource tracking.
Results
The implementation delivered measurable improvements across financial visibility, operational efficiency, and user experience:
- Financial insights and cost control. Before, the Regent5’s team had very limited visibility into project costs. Gaining even basic insights required heavy manual effort — multiple calculations and cross-checks just to determine whether the client’s project was over or under budget. Now, with automated reporting, cost tracking is clear and immediate. The business can instantly see when a project is over budget, by how much, and evaluate profit margins with confidence. This transparency enables better decision-making and ensures projects remain aligned with profitability goals.
- Centralized operations. Previously, teams relied on four to five different systems for core activities such as time logging, project management, and reporting. Information was scattered, requiring multiple logins and slowing down processes. Today, everything is managed in one centralized platform. MuleSoft played a key role here, seamlessly connecting systems and ensuring that data flows smoothly across tools, eliminating silos and enabling true end-to-end visibility. This consolidation has significantly improved operational efficiency, reduced system complexity, and optimized workflows for all stakeholders.
- Improved user experience and mobility. The implemented solution is far more user-friendly, especially compared to the legacy setup. Tasks that were once complicated or nearly impossible to complete on mobile are now simple and efficient. Users can manage essential project activities directly from the mobile app, supporting flexibility and productivity on the go.
- Future-ready capabilities. The team is currently developing enhanced resource management and forecasting functionality. Once live, this will add another layer of value by improving planning accuracy and optimizing resource allocation — further strengthening operations and project outcomes.
Client Testimonial
- Jane DuGeneral ManagerPumped, timely, and efficient — that’s how I’d describe working with Twistellar.
Based on my conversations with the different team members, I’d put Twistellar’s Salesforce knowledge in the top 90 percentile, covering sales management, project management, and field management.
Their delivery is solid and reliable, which is crucial for businesses like ours when something needs to happen quickly.
And above all, they’re just good people to work with.
Facing disconnected processes, rigid tools, or platforms that can’t scale with your business? Salesforce gives you automation, flexibility, and a single source of truth to manage growth. Let’s discuss how.