Guest Contributor: Pete Yurchision, DoubleTrack VP of AI Architecture
Have you ever had one of those moments where you think, “Ah, this company really gets it”?
Those moments are rare, but when they hit, they’re game-changing. It happens when you see automation working exactly the way it should —like when fields auto-populate during customer onboarding, including contract details, and seamlessly flow into product demos. Or when a credit application is streamlined for the customer, using pre-filled data and displaying only the relevant fields.
That’s exactly what FlexiVan, a national leader in marine chassis leasing with 200+ locations, has done using FormAssembly, in partnership DoubleTrack, a Salesforce partner who backs its work with a Customer Success Guarantee. These innovations have been key in helping FlexiVan stay ahead in its industry.
“FormAssembly does everything we’d want,” says Ariel Auelua, Sales & Marketing Process Manager, who oversees both Salesforce and FormAssembly. “When I first started with the platform in 2019, I found it incredibly easy to learn.”
Here’s are some of the processes Flexivan set up to support its Sales and Customer Support teams using FormAssembly and Salesforce.
Sales
External Forms
When prospective customers fill out a credit application, it automatically links to existing records within Salesforce, including signature fields connected to the Legal department’s CRM needs. The application uses pre-built Salesforce CPQ templates to ensure data consistency across workflows.
The legal process, however, is not entirely automated—by design. Sales reps are responsible for deciding when to send applications to Legal. This intentional step allows them to factor in specific considerations, ensuring approvals are submitted to Legal only when thoroughly vetted and truly needed.
Sales reps can quickly generate custom quotes through FormAssembly’s direct Salesforce integration, simplifying the process, ensuring accuracy, and building customer trust with fast, reliable interactions.
Internal Forms
Internally, FlexiVan’s sales team uses forms to create new customer accounts. This information flows seamlessly into Salesforce and NetSuite (their ERP), syncing with custom data objects tailored to the team’s needs. By utilizing FormAssembly and Salesforce automation, the sales team efficiently syncs critical data between systems, freeing up time for closing deals.
Auelua’s team also uses forms for feedback from the sales team, which helps improve how they utilize Salesforce and other systems. This feedback loop enables them to allocate resources more effectively, focusing on areas that yield the biggest results.
Customer Support
Feedback
Traditional “how are we doing?” surveys often go ignored—but FlexiVan’s approach is different. By integrating Salesforce with FormAssembly, they time their surveys to go out to customers every three support requests. This helps them gather meaningful, measurable feedback not just a rating without context. This feedback is routed directly into CRM records, alerting teams about satisfied customers and those needing more attention. The data empowers both sales and support teams to collaborate efficiently, ensuring a better cross-functional understanding and more tailored service.
Onboarding
According to McKinsey & Co., every one-point increase in customer onboarding (on a 10-point scale) leads to a roughly 3% increase in customer revenue. The impact is significant: good onboarding builds retention, while poor onboarding can erode it.
FlexiVan’s AIM360 platform offers near-real-time cargo visibility. During customer onboarding, an intake form automatically populates critical data, ensuring the support team receives everything they need to provide top-notch service. This speeds up the process and ensures seamless handoffs—because with complete, up-to-date information in Salesforce, there’s no guessing about who owns the relationship.
Why FormAssembly?
For FlexiVan, it all comes down to value and ease.
“I’ve really appreciated the level of support we receive,” says Auelua. “Their support is better than other platforms I’ve worked with, and we’ve found it to be an excellent value.”
With FormAssembly’s Salesforce integration and DoubleTrack’s ongoing partnership, FlexiVan is locking in its place as a leader in marine chassis leasing for the long haul.
Check out the FormAssembly case study page to hear more success stories, or start your own story with a free trial.
