Crossover Consultants Elevates Field Service Operations with Field Ops Pro
Key Wins
1. Seamless NetSuite Integration: Unified installations, service, and back-office operations in one connected ecosystem.
2. Mobile App Empowerment: Technicians now manage tasks, photos, and checklists directly from their mobile devices.
3. Stronger Vendor Alignment: Subcontractors access the same project data, eliminating miscommunication.
4. Operational Efficiency: Paperwork and manual follow-ups were replaced with automated processes.
5. Customer Confidence: On-time updates and faster issue resolution improved satisfaction.
6. Future-Ready Growth: Positioned Crossover Consultants to scale field operations across multiple regions.
Introduction
In the contract furniture industry, the product is only part of the story — precision in delivery, installation, and aftercare defines success. As projects became larger and more complex, Crossover Consultants found that their manual processes couldn’t keep pace. Vendor misalignment, slow updates, and poor visibility into project status threatened both timelines and profitability.
To tackle these challenges, Crossover Consultants turned to Field Ops Pro (FOP), a field service management platform natively integrated with NetSuite. Their adoption of FOP showcases how technology can bring efficiency and collaboration to every stage of the contract furniture project lifecycle.
About Crossover Consultants
Crossover Consultants is a New York–based interior design firm built on the power of collaboration. Their all-women team brings together designers, project managers, and stylists who approach each project with a balance of creativity and precision. Serving clients across the Tri-State Area, the Hamptons, and South Florida, the firm is recognized for delivering spaces that blend classic design sensibilities with a tailored, client-first approach.
The Challenge: Disconnected Field Operations
- Missed deadlines due to vendors working from outdated schedules.
- No live updates for managers tracking large installation projects.
- Inconsistent documentation, slowing down change orders and billing.
- Lost revenue opportunities from untracked upsell requests on-site.
These issues had a direct impact on project timelines, profitability, and customer satisfaction.
The Solution: End-to-End Visibility & Control
With FOP, Crossover Consultants created a single source of truth for projects:
- Real-time sync with NetSuite for accurate project data.
- Technicians using the mobile app to complete checklists, track time, and capture signatures.
- A scheduling tool that optimized staffing and resources for installations.
- Standardized workflows across vendors and internal teams.
“Everyone is now working from the same project at all times. With Field Ops Pro, we closed the gap between the back office, installers, and subcontractors.”
The Results: Long-Lasting Impact
- Faster delivery of complex installations.
- Improved profitability from accurate labor and cost tracking.
- New revenue streams via real-time change order capture.
- Vendor trust through reliable communication and documentation.
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 real-time documentation and now rely on FOP to simplify their reporting and communication.
“The installers were the most hesitant at first, but now they love the FOP toolkit. It allows them to do everything in real time and makes the entire documentation process effortless.”
Lessons Learned & Advice to Others
Crossover Consultants emphasizes the importance of preparing the team before implementation. This approach ensured strong adoption and immediate recognition of value among staff and vendors alike.
“Document your current workflow. Show your users how Field Ops Pro maps to—and simplifies—each step. For us, it was eye-opening to see where bottlenecks could be eliminated entirely.”
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