Tech & IT

Scaling Salesforce Automation for Waypoint's Multi-Brand Moving Operations

Company overview

Waypoint is a moving and relocation services organization managing lead, sales, and operations processes across multiple brands and Move Locations on Salesforce.

Industry

Consumer Services

Headquartered

Mountain Brook, Alabama

Context

Picture a family 48 hours from moving day, waiting on a confirmation email that never comes — because the automation was watching a date field that had since changed. Now multiply that across every brand and Move Location Waypoint runs, each with its own pricebooks, templates, and assignment logic.

Relocation is a trust business. A missed confirmation or broken payment link doesn't just create friction — it undercuts the one promise a mover is selling: that the day goes as planned.

RevX went in to close that gap: rebuilding the automations customers actually feel, standardizing how new locations get configured, and turning scattered records into reporting Waypoint's teams could act on.

Challenge

Six operational gaps, all surfacing at the customer's expense.

Manual, inconsistent processes

Salesperson assignment, new Move Location setup, and payment follow-ups relied on manual intervention — creating repetitive work and room for inconsistency.

Limited visibility into performance

Lead generation, conversion, payments, Jobs, and salesperson data lived across scattered records, making a consolidated view hard to get.

Unreliable customer communication

Automated move confirmations and payment reminders needed ongoing fixes — the 48-hour confirmation in particular failed when Move In dates were missing or changed.

Complex multi-brand configuration

Every new brand or Move Location meant reconfiguring Flows, templates, pricebooks, and picklists from scratch, with no standardized approach.

Invoice and payment friction

Visualforce invoice pages, PDF generation, and Pay Now buttons needed technical work on branding, formatting, and broken links.

Low visibility into customer feedback

NPS and customer ratings lacked a structured way to monitor and analyze across locations.

Solution

Automation and structure rebuilt around every brand and Move Location.

Salesforce automation, end to end

RevX implemented and enhanced Flows across salesperson assignment, customer communications, receivables, move confirmations, and payment-related actions.

Reporting and dashboards built for visibility

Reports, joined reports, and dashboards were configured for lead generation, Opportunity conversion, payments, Jobs, Job Products, salesperson performance, and NPS — by brand and by location.

Root-cause fix for the 48-hour confirmation

RevX traced the failure to the date fields driving Scheduled Paths, then rebuilt the logic to handle missing Move In data and shift to Move Out where the business required it.

Standardized brand and location onboarding

New brands and Move Locations — including the Valet Moving rollout — were configured across Flows, templates, pricebooks, and picklists, then tested in sandbox before deployment.

Invoice and payment experience overhaul

Visualforce pages, Apex controllers, PDF generation, and Pay Now functionality were enhanced with brand-specific logos, banners, and payment details.

NPS and Worker Portal support

RevX built an NPS Score Card with reporting and email automation, and resolved Worker Portal issues around broken links, images, and visibility.