Service Standardization and Innovation at GOJO

This case study outlines GOJO's approach to improving service standardization and training through innovative solutions. GOJO, known for its PURELL® Hand Sanitizer, aimed to enhance its installation processes while ensuring compliance with safety regulations. The implementation of TrueContext in combination with Salesforce allowed for a holistic workflow that streamlined technician onboarding and site surveys. By utilizing customer feedback forms with embedded video content, GOJO reduced the need for technician site visits, thereby cutting costs associated with travel. The results of these innovations included a significant reduction in technician onboarding time and improved data capture, which facilitated better decision-making in manufacturing and product design. Over five years, GOJO has achieved a 100% response rate for small projects, anticipating a reduction of up to 2,500 truck rolls in 2023, leading to substantial cost savings. The case study highlights the effectiveness of their new processes in maintaining service quality while adapting to changing workforce dynamics.