Case Study: Truly Nolen

“The ServiceChannel platform has really been a game-changer for us.“

Michelle Nolen
Vice President of Branding & Communications

Background

Family-owned and operated since 1938, Truly Nolen is a leading national pest-control company, delivering environmentally responsible and affordable pest control services to over 150,000 residential and commercial customers. With more than 80 locations across the country, Truly Nolen provides cutting-edge pest-control to a diverse customer base ranging from local convenience stores and restaurants to large national retailers, childcare and medical facilities.

Challenge

As the company expanded its residential and commercial customer base across the country, consistency became increasingly important. Customers expected clear communication, reliable service, and the same level of attention across every location.

Before ServiceChannel, the company relied on manual handoffs to move information from field technicians to operations teams and then back to customers. Technicians captured handwritten notes after service visits, and updates often took several days to reach the customer.

That delay made it harder to respond quickly, maintain consistent communication, and deliver the same customer experience across a national footprint. Manual invoicing also slowed cash flow, with payment collection often taking 60 to 70 days. 

“ServiceChannel allows us to provide high-quality service and consistent customer communication.”

Monte Anders
National Business Development Manager

Solution

Since joining the ServiceChannel platform in 2010, Truly Nolen has built a more centralized, scalable way to manage work orders, customer communications, technician performance, and invoicing in real time.

Field technicians leverage Service Channel’s mobile app to check in and out of jobs, report issues in real time, and stay aligned with customer service level agreements (SLAs). As Monte Anders, National Business Development Manager, explains, “If you didn’t have a platform like ServiceChannel, you would have to do all that through a series of individual phone calls, follow-ups, and emails.”

Through the ServiceChannel Managed program, Truly Nolen has also gained access to national customers that would otherwise be difficult to reach, supporting business growth despite limited marketing resources.

The company also leverages ServiceChannel scorecards to help identify opportunities to improve service delivery at scale. 

Results

ServiceChannel’s impact has been substantial across Truly Nolen’s operations, customer experience, and growth trajectory.

Communication has become faster, more transparent, and more consistent. “ServiceChannel has really allowed our teams to communicate faster with our customers, keeping them updated on their issues,” says Anders. Field technicians have also benefited from the intuitive mobile platform, allowing them to deliver consistent service whether they are operating in California or Maine. Real-time communication and standardized workflows have elevated service quality across the board.

Truly Nolen has also been able to create new growth opportunities through the ServiceChannel Managed program, by consistently adding two to three new customers per month.  Anders explains, “We’ve experienced exponential growth over the last few years — 25% year-over-year for the last three to four years — and I would say a lot of that comes from ServiceChannel Managed services being added to our program.”

In addition, monthly reviews of ServiceChannel’s scorecard metrics — such as dispatch timing and work order acceptance — have helped Truly Nolen proactively identify potential issues in service delivery and develop plans for improvement. As a result, the company has been able to win several large retail customers by demonstrating strong performance. According to Anders, “We’ve been very successful developing a lot of new customers because we know how to take that scorecard to become a better provider.” Billing has improved, too. Because invoices can be issued as soon as work is complete, the company reduced time to payment from 60 to 70 days to less than 30 days — a reduction of more than 50%. Says Michelle Nolen, “I would invite any company that wants to have a quality long-term growth strategy to partner with ServiceChannel.”