The Challenge: Time-Consuming Travel and Limited Visibility
Serving customers across New York State's vast and densely populated geographic footprint created significant operational challenges for Toscano Floor Designs. Project managers needed to ensure installations were on track, quality standards were met, and customers remained satisfied throughout every project—but the traditional approach of in-person site visits came at a steep cost.
The company faced several challenges:
- Excessive Travel Time: Project managers regularly spend hours driving to and from worksites, often navigating through heavy rush-hour traffic. A single site visit from Manhattan to Suffolk County could consume four hours of round-trip travel time, severely limiting productivity.
- High Operating Costs: Long-distance commutes required substantial spending on fuel, vehicle maintenance, tolls, and other transportation-related expenses that quickly added up across multiple projects.
- Limited Project Capacity: With project managers spending significant portions of their day on the road, the company's ability to take on additional projects was constrained. Travel time meant fewer projects could be managed simultaneously.
- Inefficient Communication: When project managers couldn't visit a worksite in person, the only alternative was phone-based communication. Verbal descriptions of installation progress or issues often proved vague or inaccurate, leading to misunderstandings and delayed problem resolution.
- Delayed Customer Updates: Customers expecting real-time project updates had to wait for scheduled site visits or rely on incomplete phone updates, impacting their satisfaction and confidence in the installation process.
- Sales Process Limitations: Prospective customers requesting initial consultations and quotes required in-person visits to assess their spaces, extending the sales cycle and creating scheduling friction.
Toscano needed a solution that could provide immediate visual access to worksites, reduce unnecessary travel, and enable their team to manage multiple projects efficiently while maintaining the high level of customer service that defined their brand.
The Solution: Real-Time Remote Worksite Management
Toscano Floor Designs selected Blitzz Concierge—an app-free mobile video platform—to revolutionize its project management workflow and deliver instant visual collaboration between project managers and on-site installation teams.
Key features utilized by Toscano Floor Designs:
- App-Free Access: A project manager simply sends a link via SMS text message to the on-site worker or customer. When they click the link, the project manager instantly gains a secure, real-time view through the recipient's smartphone camera—no need to download apps like Zoom, Teams, or FaceTime.
- Live Installation Monitoring: Project managers can remotely assess worksite progress in real-time, visually inspecting installation quality, material placement, and project status without leaving the office.
- Interactive Video Collaboration: Both the project manager and on-site team can communicate via live video call, discussing installation details, addressing questions, and making decisions collaboratively as if they were standing side-by-side.
- Augmented Reality (AR) Annotation: Team members can use AR tools to draw, highlight, and annotate directly on the live video stream, making it easy to point out specific areas requiring attention or to guide installation techniques.
- Remote Sales Consultations: Prospective customers can provide virtual tours of their spaces, allowing Toscano to assess project requirements, provide accurate quotes, and share initial design ideas without scheduling time-consuming in-person visits.
- Enhanced Customer Communication: Project managers can provide customers with real-time visual updates throughout the installation process, building confidence and satisfaction by showing—not just telling—how their projects are progressing.
- Early Site Preview: Before starting an installation, Toscano can conduct virtual site assessments to identify potential challenges, confirm measurements, and ensure proper preparation, reducing on-site surprises.
Toscano is about quality work and making things easy and convenient for customers. We are excited to bring the power of live video support to Toscano to provide the best installation and consultation experience for all customers.
— Rama Sreenivasan, Founder and CEO of Blitzz
The Results: Operational Efficiency and Expanded Capacity
By integrating Blitzz Concierge into its daily operations, Toscano Floor Designs transformed its project management approach, leading to dramatic improvements in efficiency, cost savings, and customer satisfaction:
- Eliminated Unnecessary Travel: Virtual worksite checks replaced the majority of routine site visits, freeing project managers from hours-long commutes and allowing them to focus on high-value activities.
- Increased Project Capacity: With travel time drastically reduced, project managers can now oversee more installations simultaneously, enabling the company to take on additional projects without adding headcount.
- Reduced Operating Costs: Fewer trips mean significantly lower expenses for fuel, vehicle maintenance, tolls, and other transportation-related costs.
- Faster Sales Cycle: Remote consultations and space assessments accelerate the sales process, allowing Toscano to provide accurate quotes and design recommendations quickly, improving conversion rates and customer experience.
- Enhanced Customer Satisfaction: Real-time visual updates give customers unprecedented visibility into their projects, building trust and confidence while keeping them engaged throughout the installation process.
- Improved Team Productivity: Project managers spend more time managing installations and less time sitting in traffic, dramatically improving their daily efficiency and job satisfaction.
- More Interactive Communication: Live video eliminates the ambiguity of phone calls, enabling project managers to see exactly what's happening on-site and make informed decisions instantly.
- Scalability for Expansion: With Blitzz eliminating geographic constraints, Toscano is well-positioned to expand operations beyond New York State, managing installations across broader territories without proportionally increasing travel overhead.
Key Success Metrics
| Metric |
Before Blitzz |
After Blitzz
(Impact) |
Value Proposition |
| Travel Time |
Multiple hours daily (e.g., 4 hours for Manhattan to Suffolk round trip) |
Minutes for virtual check-ins |
Project managers reclaim hours previously spent commuting, dramatically increasing productivity and work-life balance.
|
| Operating Costs |
High expenses for fuel, tolls, and vehicle maintenance |
Significantly reduced |
Eliminating unnecessary travel translates directly to lower operational expenses and improved profit margins.
|
| Project Capacity |
Limited by travel constraints |
Increased significantly |
Project managers can oversee more installations simultaneously, enabling company growth without proportional headcount increases.
|
| Customer Communication |
Delayed updates based on scheduled visits or vague phone calls |
Real-time visual updates |
Customers receive immediate, visual progress reports that build confidence and satisfaction throughout the installation process.
|
| Sales Efficiency |
An extended cycle requiring in-person consultations |
Faster with remote assessments |
Virtual space assessments enable quicker quotes and design recommendations, shortening the sales cycle and improving conversion rates.
|
| Team Productivity |
Hours lost to traffic and travel logistics |
Maximized through remote collaboration |
Project managers focus on high-value activities instead of sitting in traffic, improving efficiency and job satisfaction.
|
Conclusion
By integrating Blitzz Concierge into its project management workflow, Toscano Floor Designs eliminated the time and cost barriers associated with traditional in-person worksite visits. Project managers can now monitor installations, troubleshoot issues, and communicate with customers in real-time—all without leaving the office.
This transformation has enabled Toscano to significantly increase project capacity, reduce operating costs, and deliver an exceptional customer experience that sets the company apart in the competitive flooring industry. With travel no longer a limiting factor, Toscano is positioned to expand its services beyond New York State while maintaining the quality craftsmanship and customer-first approach that define the brand.
Blitzz has become an essential tool in Toscano Floor Designs' mission to make every flooring project simple, convenient, and satisfying for customers—ensuring that quality work and exceptional service go hand-in-hand, whether the team is on-site or across the state.
