Groundworks provides home protection services like basement waterproofing, foundation repair, and concrete leveling. These are critical issues that, if left untreated, can significantly devalue a home.
We had the chance to sit down with Partha Sarkar, Director Of Software Development at Groundworks. He discussed their primary challenge - the lack of visibility for customers when their Certified Field Inspectors (CFIs) or installers were en route to customer homes. Traditionally, customers were given large time windows and had to wait without knowing when technicians would arrive.
Watch the video and read the transcript below to learn how they solved this problem by adopting a real-time tracking approach similar to DoorDash or Uber. After exploring various options, Groundworks discovered HyperTrack through an online forum and integrated it into their "On My Way" solution for technicians to improve customer service.
Why were you looking for a solution like HyperTrack in the first place, and how have things been going since you started working with them?
We had a problem in our space, which is common in professional services. There's often zero visibility into what is happening behind the scenes when we go to a customer's home to solve or triage a problem, or install something. Typically, customers are given a large time window and are expected to wait without knowing when the technician will arrive. We wanted to solve that problem by adopting a real-time tracking approach, similar to DoorDash or Uber, allowing customers to track our technicians and Certified Field Inspectors (CFIs) in real-time while they are en route to their homes.
That was the need for HyperTrack. I started looking at different options available in the market. Some competitors didn’t have the right mindset to engage with Groundworks and help us build what we wanted. I discovered HyperTrack through an online forum where companies were using it for similar problems. We decided to integrate it into our solution, which we call "On My Way," with HyperTrack as the key provider of real-time positioning for our CFIs.
What does Groundworks do?
At Groundworks, we take care of our customers' biggest asset—their home. Many homeowners don’t initially think about issues like basement waterproofing, foundation repair, or concrete leveling, but these are fundamental problems. If left untreated, they can devalue a home significantly. We protect our customers' homes by providing services such as concrete leveling, basement waterproofing, and ensuring foundations remain stable despite soil conditions.
What was going on in your professional life that made you start looking for a solution like HyperTrack?
At that time, our CEO wanted to solve the problem of giving customers more visibility into when they could expect our CFIs or installers at their homes. Another important aspect was ensuring consistent service across all locations since we are a national company—and now international, having expanded into Canada last year. Our vision was that every customer should receive the same level of service regardless of location. "On My Way" became a critical part of our customer journey because it ensures smooth operations and provides visibility into our CFIs' routes.
What were you using before HyperTrack? Why was that not working?
Before HyperTrack, we would send an email or make a phone call to inform customers about arrival times. However, this didn’t provide real visibility for customers. Waiting without knowing where help is can be frustrating—especially for our customers who are often under stress due to issues with their homes. Their biggest asset is depreciating before their eyes, and not knowing when help will arrive added to their anxiety. This lack of transparency was a significant problem for us.
How did this situation affect you and your team?
It was a big challenge for us as a business and for me as the leader of the development team. Some solutions we explored offered unnecessary features or expensive add-ons that didn’t align with our needs. When we found HyperTrack, it was an "aha" moment because its SDK allowed us to solve this problem effectively. We’ve been using HyperTrack for seven years now, and "On My Way" has become an integral part of our customer journey.
Where did you look for solutions and how did you find HyperTrack?
We explored platforms like G2 and Gartner and looked at products used by CRMs like ServiceNow. Eventually, I found HyperTrack listed as a leader on G2’s quadrant. Its promise of quick implementation stood out—we built a prototype in one day, completed an MVP within a week, and had a working product within a month.
What stood out about HyperTrack that made you choose it?
Scalability was crucial since we were growing rapidly—from $100–200 million in revenue back then to $1.2 billion today. We also needed something cost-effective; many competitors required expensive contracts upfront without proving their value. HyperTrack offered a pay-per-use model starting at just cents per trip—a major differentiator for us.
How would you describe what HyperTrack does?
HyperTrack provides visibility to customers who previously lacked it. It makes field operations visible and scalable while focusing on customer-facing aspects—allowing real-time tracking so customers know help is on the way.
How does your team use HyperTrack?
Our entire sales force (CFIs) and production crews use HyperTrack as part of the customer journey. CFIs inspect homes and provide quotes; once accepted, installation crews return to complete the work. HyperTrack ensures reliability by tracking their locations en route to customer homes.
What is the main problem that HyperTrack solves for you?
It provides visibility so customers know help is on the way and where technicians currently are.
How do you feel now compared to before using HyperTrack?
Managing location tracking involves many technical challenges like power management and compliance with evolving security laws on Android and Apple devices. Knowing HyperTrack handles these issues allows me to focus on solving business problems instead of technical ones.
Have you seen specific results from implementing HyperTrack?
Yes! Our NPS survey fill rate increased from around 18–20% to 70–75%. Using geofencing from HyperTrack’s SDK allows us to trigger surveys in real-time while experiences are fresh in customers’ minds.
Where do you see the biggest benefits from HyperTrack?
It ensures consistent service across all locations by integrating into our "On My Way" feature—helping CFIs arrive on time and spend allocated time-solving problems effectively.
Were there any surprising benefits from using HyperTrack?
We discovered some personnel weren’t spending as much time at customer homes as expected—an insight that helped us improve operations.
What features within HyperTrack are most valuable?
The ability to track CFIs’ locations en route ensures reliability in service delivery. Geofencing enables real-time NPS surveys for better customer feedback.
How do you plan to leverage HyperTrack in the future?
We’re considering using it for real-time allocation of CFIs during last-minute changes or emergencies—for example, reassigning nearby CFIs if someone needs to reschedule due to unforeseen circumstances.
Would you recommend HyperTrack?
Absolutely! I would recommend it to any company looking to improve logistics or provide customers with greater visibility into technicians’ journeys.