Ensuring customer satisfaction is a huge business driver, and the experience starts from all touchpoints. Business software can make your job simple by streamlining how you handle customers so you can focus on your core business.
Industry-specific customisation
For instance, if you’re in the plumbing business, your prospective customers are homeowners, real estate brokers, facility managers, restaurant owners and contractors, who want various services. Once they find you on the internet or by word-of-mouth, the challenge to rein them in and keep them happy with your services and customer service begins.
Organised end-to-end experience for customers
Though generic customer relationship management (CRM) worked in the past, industry-specific plumber business software, especially for plumbing businesses, targets better and is aligned to processes throughout the customer journey. This software streamlines business operations because you have a centralised app that does multiple jobs. The following are accessible from one dashboard with industry-specific software, and you can share data throughout the company:
- Customer service
- Job management
- Business operations
One dashboard means you can resolve customer issues, assign jobs and sort logistics issues quickly.
Improved customer service
What does this mean for the customer? Once the customer calls, the succeeding processes, like estimating, booking, scheduling, dispatching, invoicing and follow-ups, proceed seamlessly. Smooth transactions give clients confidence that you are a professional to be trusted.
The following are automated processes that robust software can handle:
- Quotation request and client approval
- Request invoices
- Customer communication
- Progress reports
- Text messaging.
Apart from these, you can also integrate online booking into your software through a booking button on your website, chat or directly from Google Search. However, that happens when each of your locations has an active GMB page.
With integrated software, you store your records in one place and you can access the data easily. This unified approach lessens errors and, if they occur, are resolved speedily. Research shows that 63% of customers assume that businesses know what they want. A business software attuned to the concerns of a specific clientele approximates that closely.
Proactive care through the platforms you use, prompt replies, fast service and great results make for a happy client. A happy customer is likely to return and recommend your service through reviews or personal interactions.
For example, if a client wants to reference a previous job because they want to replicate the same in another location, you can easily pull out the records from your database, including the contract, quote, invoice and job order. Everything is transparent, accessible and fast – no more guessing or wading through inaccurate data from multiple applications.
Ideal business software can track customer info and have this available anywhere, whether online, at the job site or in the office. CRM like Jobber’s plumbing CRM can track the following data:
- Transaction details, inclusive of quotes and billing
- Photos and notes
- Leads
- Custom fields
A clear picture of your client’s data can help you personalise your services better.
Streamlined operations
Aside from integrating with CRM, an ideal business software multitasks on a single app, even when you’re on mobile. This approach eliminates these details falling through the cracks:
- Job management such as estimating, scheduling, dispatching, invoicing, approvals, reminders and follow-ups.
- Business operations that include quotations, marketing, processing payments and credit card billings and generating business reports.
Multitasking can help streamline your operations. Still, using software specific to your business is always ideal.
Convenient, timely and responsive
Your crew can’t be at multiple places at one time. So the best move to get to your market first is to get business software. The app enables you to reply with a quote, send the necessary documents and dispatch and bill your service personnel ahead of the competition.
Your software must be conscientious without being pushy to be considered spam. You want software that can send reminders for schedules or payments on time. If your software is capable of it, send timely follow-up messages so you can schedule the job ASAP.
Best of all, your software must respond to a client with an emergency. For example, fixing a toilet flush problem might not be rocket science, but for those who have no experience with plumbing, this problem requires immediate action. Take your client’s word for it and get to them quickly, or your competition will.
Conclusion
All businesses aim for a simplified workflow that is mobile, straightforward and doesn’t take a lot of training, which specialised software can address. A business can be divided into the work itself, the business processes that support it and customer service that helps keep clients happy. No issue should be too small for your software, and it scales up as your business grows.