Case Study: GOJO achieves standardized global service and reduced truck rolls with TrueContext

Standardizing Innovative Service with Purell/GOJO

GOJO, the inventor of PURELL®, faced the challenge of standardizing installation service, technician training, and compliance across global teams while adapting to a hybrid workforce and more frequent, smaller install projects. To solve this, GOJO implemented TrueContext alongside Salesforce, using guided workflows and embedded customer feedback forms with video guidance to do pre-install surveys and reduce unnecessary site visits.

TrueContext’s solution centralized data capture, ensured consistent terminology and processes, and fed installation data into GOJO’s systems and Tableau for analytics. As a result, GOJO cut technician onboarding from months to one week, achieved a 100% response rate for locations using distributed site surveys, standardized service globally, improved data-driven product engineering, and expects to eliminate up to 2,500 truck rolls in 2023 with estimated savings of $250K–$500K over the next year.

Gojo