Introduction

For residential interior design firms, client satisfaction is paramount, as you are impacting a customer’s personal space and sanctuary. Success is measured not only by the quality of the products the designers select, but also by the precision of installation, service, and ongoing support. As projects grow in complexity— spanning multiple teams, vendors, and customers—the challenge lies in ensuring everyone works from the same source of truth.

COC Interiors, a leading residential interior design company, recognized that their existing tools and processes were not enough to keep pace with the scale and sophistication of their field operations. Disconnected teams, limited visibility into project progress, and inconsistent communication with vendors created inefficiencies and costly delays.

To address these challenges, COC Interiors became one of the first adopters of Field Ops Pro (FOP), a purposebuilt field service management solution natively integrated with NetSuite. Their journey highlights how FOP is redefining collaboration, efficiency, and profitability in the residential interior design industry.

About COC Interiors

Unlike most firms led by a single creative, COC Interiors was founded by Sheri David, Marissa Allen, and Nicole Zaretsky — a trio whose diverse perspectives and complementary strengths drive a collaborative, well-rounded design process. Their all-women team includes designers, project managers, and interior stylists, all united by a singular mission: to transform spaces that reflect each client’s unique story.

Based in New York, COC Interiors delivers projects across the Tri-State Area, the Hamptons, Miami, and Palm Beach, bringing a signature style that blends timeless design with a deeply personalized approach.

The Challenge: Fragmented Field Operations

Before deploying Field Ops Pro, COC Interiors faced multiple pain points:

• Lack of project visibility: Managers could not easily track project progress or see what the next steps were.
• Disconnected field and back office: New personnel lacked access to previous documentation, slowing down work.
• Vendor misalignment: Vendors and subcontractors often worked with outdated or incomplete information.
• Missed opportunities: Without structured processes, change orders and upsell opportunities were lost.

These issues had a direct impact on project timelines, profitability, and customer satisfaction.

The Solution: A Unified NetSuite-Connected Platform

By implementing Field Ops Pro, COC Interiors created a single, connected ecosystem where all stakeholders— internal teams and installers—could collaborate seamlessly:

• Direct NetSuite integration: All project data in FOP is automatically synchronized with NetSuite, ensuring end-to-end visibility from the job site to the back office.
• Mobile-first access (iOS & Android): Technicians use FOP’s app on their own devices to track time, complete checklists, capture signatures, and request change orders on the spot.
• Scheduler for resource planning: Leadership can instantly see staff and equipment availability, allocate resources effectively, and adjust schedules to meet deadlines.
• Standardized processes: FOP introduced consistent workflows across projects, bridging the gap between field teams, the back office, and external partners. 

Reshaping Field Ops from Initiation to Completion

Field Ops Pro reshaped how COC interiors manages projects—from initiation to completion.

• Project Creation: Account Managers create a project in NetSuite (installation or service).
• Assignment & Scheduling: Coordinators generate sales orders, and Project Managers assign staff and resources through the Scheduler.
• On-Site Execution:
  • A field technician arrives on-site and logs into the FOP mobile app on iOS or Android.
  • The technician reviews the task list, uploads photos of the site, and completes the checklist.
  • A client requests a change order; the technician initiates it directly from the mobile app and captures a live signature. 
• Real-Time Sync to NetSuite: Every action—time tracking, checklists, signatures, and quotes—is immediately connected to NetSuite, giving the back-office full visibility.
• Back-Office Response: Coordinators and project managers see updates instantly in NetSuite and provide immediate support to field teams.
• Project Completion: Service reports and documentation are finalized, ensuring a complete project trail across both FOP and NetSuite.

The result: seamless collaboration across mobile devices and NetSuite, with no blind spots between the field and the back-office. 

Key Features Powering the Transformation

• Seamless NetSuite Integration: Single source of truth from the job site to the back office.
• iOS & Android Mobile App: Technicians capture updates,time, and sign-offs directly in the field.
• Scheduler: Global visibility into projects and resources for accurate planning.
• Time Tracking: Accurate cost monitoring ensures profitability.
• Change Orders in Real-Time: Quotes and approvals are captured instantly, enabling Day 2 sales.

The Results: Measurable Impact Across Operations

Since deploying Field Ops Pro, COC Interiors has achieved measurable improvements:

• Faster project delivery: Real-time visibility minimized delays by keeping all stakeholders aligned.
• Improved profitability: Time tracking provided accurate data for monitoring gross profit.
• New revenue streams: Change orders and Day 2 services captured directly from the field.
• Higher customer satisfaction: Projects delivered on time with smoother communication throughout.

Adoption and Onboarding

Transitioning to Field Ops Pro was straightforward. Internal staff, already familiar with NetSuite, quickly adapted to the platform. Project managers became champions of the tool, training vendor partners and installers to use it effectively. Some vendors initially faced challenges, such as providing mobile devices to their crews. However, once onboarded, they recognized the value of realtime documentation and now rely on FOP to simplify their reporting and communication.