How Accord Brings Structure & Accelerates Onboarding at FieldPulse

The Company 

FieldPulse is an all-in-one field service management software designed for trade businesses like HVAC, electricians, and plumbers. The platform supports customer management, estimating and invoicing, job scheduling, and more. As FieldPulse has grown, the company has expanded from residential clients to larger commercial and franchise accounts, creating new demands on their onboarding and implementation processes.

Luis Estrada is the Implementation Manager at FieldPulse. He leads a growing team responsible for getting customers up and running with the company’s field service software. His expertise lies in orchestrating seamless implementations, optimizing processes, and delivering exceptional results. His team plays a pivotal role in reducing time-to-value and establishing trust from day one, setting the foundation for customer success and retention.

The Problem 

One of the biggest challenges Luis’s team worked to address was consolidating disparate information and systems, and making the onboarding process easier.

“We didn’t have a defined system to track customer progress or hold anyone accountable. Emails were getting lost, tasks were missed, and timelines were slipping. Customers were business owners trying to implement FieldPulse on top of running their companies — we needed to make things easier, not harder.”

The end goal for FieldPulse’s customer implementation team was clear: standardize onboarding, create shared accountability, and give both internal teams and new customers a clear, consistent path to success. But without a centralized system, delivering a repeatable experience and tracking progress toward time-to-value was a challenge. While Salesforce offered visibility, it wasn’t designed for the nuances of onboarding workflows. 

The Solution 

Luis and his team turned to Accord to bring structure, accountability, and a shared view into onboarding and implementation. Each customer now gets a dedicated “customer portal” via Accord, introduced during their kickoff or first training. The portal includes:

• A clear roadmap of what the onboarding or implementation process will look like
• All relevant resources customized to their unique needs
• Assigned responsibilities for internal and external stakeholders
• Due dates, meeting schedules, and next steps

Accord also integrates with Salesforce, allowing FieldPulse to automate the flow of deal criteria and implementation progress into their CRM. This cross-system visibility helps Luis and his team spot when accounts stall — and step in early to avoid unnecessary delays or frustrations. 

And the results speak for themselves. Now, FieldPulse averages exactly 30 days for onboarding and 56 days for implementation — both below their internal benchmarks. Before Accord, timelines were harder to enforce, and customers often drifted off-track. Accord has helped tighten the process and keep everyone aligned.

Why Fieldpulse rates Accord 10/10

Luis is also a big fan of Accord’s playbooks and resource library. “I love how the playbooks are pre-set,” he shares. “Not every onboarding is the same, so we appreciate being able to customize everything for each account, especially when it comes to resources and upsell features.”

With Accord’s modular structure, Luis and his team can tailor every implementation by pulling in only what’s relevant — from embedded Gong recordings to account-specific content — creating a personalized and intentional experience for each customer.

He also credits Accord’s team for making the partnership seamless. “I always know what’s new, how to get the most out of each feature, and I genuinely look forward to our monthly one-on-ones.”

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