🐾 About PetRelocation
PetRelocation is a US-based international pet transport specialist, helping hundreds of families each month safely move dogs, cats, and other animals across international borders. Each relocation involves a tightly coordinated chain of steps — from vaccination scheduling and government paperwork to airline reservations, waybill creation, and customs clearance.
Given that shipments involve live animals, even the most routine tasks carry serious consequences if missed. PetRelocation's small but busy team manages hundreds of customer cases per month across multiple internal teams, all working together on shared Salesforce opportunities.
⚠️ The Challenge
PetRelocation used Salesforce Tasks triggered by process step automations. However, the native task model struggled to represent the complexity of their workflows — particularly multi-step processes spanning multiple days and multiple teams.
❌ Pain Points
- Too many individual tasks per process step — visual clutter overwhelmed users
- No clean way to group multi-step items under a single workflow
- Teams had to check each other's task status manually before starting their own work
- Some staff worked from memory to avoid the task list, leading to escalations and missed deadlines
- Managing due dates required manually updating notes within a single task
✅ What They Needed
- A way to group multi-step processes under one structured checklist
- Cross-team visibility without duplicate tasks
- Automation that moves task status forward as checklist items are completed
- Something that integrates with their existing custom Task Templates
- A clean, user-friendly interface teams would actually adopt
"Some users found it faster to work from memory than get bogged down in individual tasks, which of course inevitably would end up with escalations, missed deadlines, or 'all hands on deck' correcting an issue."
Penney Ratliff · Process & Systems Manager, PetRelocation🔍 Solutions Evaluated
Before selecting Checklist Genius, the team evaluated two other AppExchange tools:
| Solution | Why It Fell Short | Status |
|---|---|---|
| The Express Console | Notes field — critical for PetRelocation's teams — was not visible in the LWC view. UI was unfamiliar and unappealing for end users. | Not Selected |
| Checklist 4 SF | Did not solve the core problem of too many tasks per process item. Could not group multi-step workflows effectively. | Not Selected |
| Checklist Genius | Supported Checklist Templates tied to custom Task Templates, HTML tags in descriptions, and flexible Flow automation — all in one package. | ✓ Selected |
✅ The Solution
PetRelocation implemented Checklist Genius with a configuration centred around their existing custom Task Templates. Checklist Templates were mapped to each Task Template so that when a task is created via automation, the appropriate checklist populates instantly — without any manual user action.
They also configured Salesforce Flows so that completing or unchecking a checklist item automatically updates the parent task status to "In Progress" or "Completed" — meaning users don't need to manage the task themselves; the system does it for them.
Features Most Used
Rollout Approach
PetRelocation rolled out Checklist Genius in a phased approach, starting with a pilot group before expanding to all users. Once fully deployed, checklists populate automatically for every team member as their tasks are created — no manual steps required. The support team assisted throughout, ensuring a smooth transition at each stage.
📈 Results & Impact
Several months after deployment, the qualitative improvements are significant — even without formal metrics tracking:
- ✓ Fewer tasks cluttering users' daily to-do lists
- ✓ Cross-team collaboration on shared opportunities without manually polling each other
- ✓ Task status managed automatically via checklist completion — no manual updates required
- ✓ Setup scored 9/10 and user adoption scored 9/10 — among the highest in their Salesforce toolset
"Checklist Genius is a step forward that we've been hoping for for a long time. It gives visibility into multi-step tasks without the user having to manually add repetitive notes and dates."
Penney Ratliff · Process & Systems Manager, PetRelocation🚀 What's Next
As PetRelocation's use of Checklist Genius has deepened, their team's feedback is actively shaping the product roadmap. Power users like Penney push the boundaries of what the app can do — and their real-world insights directly influence what gets built next.
Coming to the Roadmap
- Higher character limits in description fields — enabling richer instructions with hyperlinks and formatted lists
- Sequential checklist templates — allowing one Checklist Template to depend on the completion of another, building on the existing sequential item feature
🌟 Customer Recommendation
"Checklist Genius provides a huge improvement to Salesforce Tasks if your team has a highly complex process. It's easily customisable and I feel we'll continue to find other uses for it as we develop more efficient solutions — since it's always evolving!"
Penney Ratliff · Process & Systems Manager, PetRelocation