Case Study: Flo by Moen achieves faster service and higher customer loyalty with Dispatch

How Dispatch helped Flo by Moen optimize their service operations and build loyalty with their contractors and customers

Flo by Moen, the maker of industry-leading leak detectors and part of Moen, relied on a decentralized network of independent contractors to install and service its products. Facing high-touch, manual booking and scheduling, limited visibility into contractor performance, and uncertainty around customer satisfaction, Flo by Moen turned to Dispatch to connect homeowners, contractors, and operations and streamline their field service workflows.

Dispatch implemented its platform — including Dispatch Engage, Manage, Communicate, and Experience — to onboard contractors, provide real-time job visibility, enable omni-channel messaging, and deliver a branded app-less customer portal. The result: a 15‑day reduction in job cycle time, 29% fewer service calls, 15% less time spent on service operations, and a 14‑point increase in NPS, while improving contractor adoption and overall customer satisfaction.

Flo by Moen

Tim Brock

Head of Field Operations