Category: <span>CRM</span>

Category: CRM

Using Your Reports to Make Better, Profit-Driven Decisions for Your Roofing Business

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By Michelle Mittleman.

Software technology has opened the door for roofing companies when it comes to managing their business more efficiently and effectively than previous generations. CRM and ERP platforms, mobile applications and integrations give roofers 24/7 access to their business, including the information they rely on to make smart decisions.

It’s more than just knowing how many leads are in your pipeline, or how much revenue your top salesman generates on a quarterly basis. Dashboards and colorful graphs can’t always provide you with the in-depth analysis into the data that you need to see in order to make profit-driven decisions that impact your entire organization.

Going back and forth between Excel or separate programs means you are spending valuable time staring at spreadsheets, and not taking care of the things that really need your attention. As a roofing business owner, it’s more critical now than ever before that the reports you see and share with your teams are both accessible and easily generated from your software platform.

What Do Your Reports Tell You?

The greater the visibility you have into all of your data, the easier it is for you to extract the critical information necessary to run your business.

Is your reporting easy?

Reports are not helpful if you need to spend hours analyzing them. Reports generated from your CRM should easy to create, easy to to understand and easy to access.

Is your reporting customizable?

Being able to create custom reports from all of the data within your software platform means you get to pick and choose what’s important to you and not what a software company thinks you need.

Likewise, can your teams create their own reports that they need to succeed in their individual roles? Flexible data structuring and custom filtering means everyone has access to what they need.

Does Your Data Give You True Insight Into Your Business?

Being able to create calculations within your reports that allow you to derive meaningful insights and a greater understanding of what is happening in your business is the foundation of what software reporting functionality is about.

At the end of the day, these reports should be helping you make smart, profitable decisions for your roofing business.

Note: This article first published on the AccuLynx blog and can be viewed here.

4 Factors to Consider When Purchasing a Roofing CRM

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Use of the right roofing CRM saves you time and money.

It is important to employ the right roofing CRM for your construction work. This enables you to streamline your work in an organized way. Because of achieved efficiency, you can save on time, which counts a lot in any project work. At the end of it all, you will realize that your project will not only be successful but will be cost-effective as well.

The software can be effective over a wide range of construction projects ranging from installation of drainage systems to roof treatment projects. This makes it very favorable especially for a company dealing with a wide range of operations within the construction industry. Now, there are so many systems dealing with this; most of them are designed generically, meaning they may not specialized for the construction work. For this reason, it is important to consider some key factors whenever you are purchasing the software to ensure you do not go wrong.

Consider your specific business needs

To establish the best CRM roofing software that is suited for your business, it is very paramount to, first, define the specific business needs. This means you need to have a very clear vision of what it is that you want to achieve. Some businesses may be after a software that can give them very quick service and able to generate quick data that can be interpreted as useful information. Other companies may want a software that is able to automate operations hence reducing unnecessary paperwork. There are also some that will be after enhanced communication and streamlined operations. Whatever the reason, you should be in a position to define to ensure you acquire the right software.

Ability to keep records in an organized manner

For any contract work to be completed in perfection, it is important to plan and to know the resources you are going to use. This may sound easy but if done without a proper system, you may leave out some very crucial materials. With this in mind, then you can acquire the right CRM roofing software that can meet the needs.

Ability to ensure well-managed customer relations

In contractual work, it is very important to keep records of your clients, their feedbacks and even any important records pertaining to the business relations. This helps in future works since you already have a documented history of their likes and dislikes. This also creates a good image with the client since they feel their services are personalized. You, therefore, need a system that is able to manage all this and also to retrieve this information instantly.

A software that is able to generate reports

Reporting is inevitable in every organization. Reports help in showcasing the work done and also in accounting for resources utilized. It may be tricky if you must design reports from scratch whenever they are needed. You need a software that can generate accurate reports the instant they are required.

With above to consider, you can be assured of selecting a roofing CRM software that suits your organization and one that can give you value for money.

Editor’s note: This article was first published on FollowupCRM’s blog and can be viewed here.

Advantages of Cloud-Based CRM Software for Contractors

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By FollowUp CRM.

Being cloud-based means contractors can readily access customer information from anywhere at any time.

Working in sales can often be spontaneous, as you never know what your client may want next. To be a part of a good sales team, you must be ready at a moment’s notice for whatever your customer wants. Cloud-based CRM software for contractors allows sales team members the ability to access their sales data from anywhere and at any time.

Cloud-based computing is beginning to take over all aspects of the Internet industry as downloadable proprietary software falls out-of-date. Liberating sales team members from the confines of the office allows them to become more mobile and better suited to fulfill customer needs. Concurrently, this allows for sales representatives to make more in-person sale pitches to prospective clients. Despite all advances in technology, nothing can beat the human touch of a personalized sales pitch.

Business and technology are constantly changing, but, unfortunately, many construction contractors still remain in the past with their customer relations and sales techniques. Be sure to choose a software that has been specifically tailored to bring construction contractors into the modern age of cloud-based computing and has been designed by construction workers for the construction industry.

Note: This article first appeared on FollowUp CRM’s blog and can be viewed here.

Marketing Technology Tools for Contractors – Part 2

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By Heidi J. Ellsworth, HJE Consulting.

For residential and commercial roofing contractors, there is an ongoing need to not only attract customers but to sustain them over long periods of time.  Marketing automation provides contractors with a way to nurture leads and customer to ensure their business stays top of mind.

There are multiple buzzwords in the marketing world and currently one of the biggest is Marketing Automation.  The question many are asking is “What is it?”  Marketing Automation Times, http://marketingautomationtimes.com, an online publication states that marketing automation is a subset of customer relationship management (CRM) that focuses on the definition, scheduling, segmentation and tracking of marketing campaigns. The use of marketing automation makes processes that would otherwise have been performed manually much more efficient and makes new processes possible.

That definition is just the tip of the iceberg.  Yes, it is about automating processes such as email, blog, and web tracking but it is also about building relationships with customers and potential customers that change the dynamic from chasing leads to attracting leads.

For residential and commercial roofing contractors, there is an ongoing need to not only attract customers but to sustain them over long periods of time.  Whether it is homeowners or building owners, they need to be nurtured to stay top of mind when customers have roofing needs or referral opportunities.  A strong, up-to-date list of customers maintained through software automation is critical.  Contact information including emails that are sitting in filing cabinets and not in an up-to-date CRM are useless.

Once a CRM program is in place and information, past and present has been loaded it is time to begin thinking about marketing automation.  What needs to be communicated to customers?  What are the profiles of customers, i.e. residential, exteriors, commercial?  If both residential and commercial services are provided by the roofing company it is important to segment the customers.  For example, a commercial-oriented newsletter needs to go to building owners and will most likely be wasted on a homeowner.  It could even be labeled spam by that homeowner, hurting communication efforts.  In reviewing the communications plan, it becomes increasingly important to make sure the company is sharing information the customer cares about.

 

Social Media

The groundwork is crucial before starting any marketing automation project.  One popular tool for communications is social media.  Different social media works best for specific audiences.  Facebook has a stronger following amongst homeowners while LinkedIn is preferred by business.  Remembering that a building owner most likely is also a homeowner creates dual opportunities for exposure at both the home and business.

There are cloud-based software systems available such as Hootsuite where all social media can be controlled from one dashboard.  This type of automation is being used by businesses, non-profits and large enterprises to manage messaging and timing.  Time management is important when managing social media.  With one dashboard, multiple social mediums can receive company messaging, cutting down on the time that it would take to update each medium separately.

 

Marketing Automation Software

Online companies such as HubSpot, Marketo or Act-On are just a few of the companies that offer a full software solution for tracking activity on websites, sending emails and linking it all with social media.  In looking at this type of technology, be sure the company is ready for new processes and increased lead generation.  There is a learning curve to connect the CRM to the marketing automation system and understand how to correlate the content that is being sent out through email, social media or web to sales efforts.  Leads will increase with this type of marketing so it is important to put time and resources in place to handle the return.

There are agencies who offer marketing automation services.  Again, make time to vet their services and ensure they understand the roofing business.  Often marketing organizations outside of the construction industry do not understand the difference in marketing between homeowners and building owners, residential or commercial.  In talking to other contractors, associations or vendors, contractors can get recommendations for good service providers that have delivered results for other companies.

Marketing automation is a strong software tool to communicate with customers electronically.  But, it is just one part of building good relationships through sales and marketing.  Some companies have allowed technology to swing the pendulum too far away from personal relationships.  Marketing electronically is about staying top of mind but it is only a small part of building strong relationships of trust with customers.  Combining electronic communication with person-to-person communications can create exceptional customer satisfaction, referrals and highly sustainable business for roofing companies.  Using marketing automation as one of the tools in a marketing program and linking it to the overall goals and strategies is the winning combination.

 

Customer Portals

For current customers, it is important to continually delight them by creating exceptional customer experiences.  Leading contractors are using CRM programs that offer customer portals where they share data, photos, job progress, inspections and invoices with customers at their convenience.  This type of CRM can be used for initial customer contact and sales along with the ability to track customers over time while storing all projects and related data.

Customer portals create an excellent user experience for customers.  Innovative, web-based software systems are utilizing relational database programs to efficiently help contractors manage everything from project data, work order/invoicing processes and most importantly customer communication and document storage.

Many facility managers are asking for this type of communication.  It offers a 24/7 ability to see what is happening with service, maintenance, and reroofing projects.  Maintenance portals play a significant role for facility managers, allowing them to see exactly what is happening on their roofs.  Understanding that very few managers will have the opportunity to walk all their roofs, portals provide a view of the roof that inspires confidence through ongoing communications, documentation and visual review.  Data storage and the ability to upload unlimited photos or video to the portal is essential in providing real-time documentation for customers.

Portals are also used for more than review.  Facility managers can report a service request through the portal and track the status of the work.  Email alerts can be used to help to keep all parties aware of updates or repair requirements.  As noted earlier, the future is in the speed of delivery using mobile solutions.  Mobile devices on the roof provide expedited communication, the ability to send succinct inspection reports and easy service reporting when linked with the right CRM.

By utilizing custom inspection checklists, roof service teams can quickly communicate roof issues or concerns along with the progress of the repairs.  Custom inspection reports include photos from the roof that correlate with early imagery or even satellite imagery to create a visual timeline for the facility manager.  All of this is shared through the online portal providing an easy way to distribute information to management, purchasing agents or building supervisors.  It creates an ongoing customer experience that leads to referrals and long-term relationships.

There is a strong opportunity for residential contractors to offer the same portals to homeowners.  By making home repair information available 24/7 to homeowners they can be active with the contractor and their home improvements.  Implementing technology that retains all data on a property over time provides an excellent means of retaining homeowner business with ongoing repairs, yearly inspections and potential upgrades.

 

Take the Time

The most important part of incorporating any technology is to take the time to evaluate.  Talk to other contractors through roofing associations or networks and see what has worked for them.  Look at online reviews and utilize free trials to try out and understand the technology.  There is a large commitment in time whenever there is a change or adoption of new technology, so be sure it matches the goals of the company.

Also, be aware that many types of software adoption will have a cultural effect on the company.  Processes will need to be updated, personnel trained and data uploaded.  It is not easy to change software, so create a relationship with the software provider upfront, and develop a high degree of comfort and confidence when initiating the new technology and processes with employees.

It is worth the time to find the right systems to not only grow your company but improve productivity and profitability.

Technology for the Future: How Having a CRM Gives You a Comprehensive View of Your Roofing Business

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As the owner of a contracting business, it’s imperative to have a pulse on not only how your company is performing at any given moment, but historically as well.

Everything from leads, current job statuses, contracts, and finances gives you a comprehensive idea of how your company is performing – and comparing that to year over year or month over month historical data provides a snapshot of growth or stagnation.

Finding the right software for your business may seem daunting – there are a lot of options on the market, and none are guaranteed to be the silver bullet you need. When doing research, business owners should consider what they need or want to see when they think of the overall performance of their roofing company, and how a CRM might provide that overview.

Finances at a Glance:

CRM’s that include integrations to your accounting software, such as QuickBooks, can provide an immediate idea of your company’s financial performance. Comparing individual sales figures, having access to overhead, material orders, outstanding contracts, and commissions means that all of your data is compiled into an easy to digest dashboard, specific to owners who want to know where their money is – down to the penny.

Archived Data in Hand:

A business that has been around for a few years is going to have records – previous jobs, insurance forms, material orders… and all of that paperwork needs to be filed and stored so that it can be accessed by employees for reference in the future. Dealing with years of archived paperwork can be a logistical nightmare – for example – a project manager is at a job and the customer mentions work done during a previous storm. The PM would need to call the office, ask an office staff member to locate the previous files and reference the work, then relay that information back to them. All of this can take hours if your staff is busy or can’t locate the files.

Having your files stored digitally in a CRM means your staff doesn’t have to go on a paperwork expedition – your field staff can simply call up the customer’s file, right in front of them, and reference previous work – paperwork, photos, contracts, materials – it’s all there.

This immediate archive retrieval also goes a long way when it comes to personalization. A salesman can reference all of this even before creating the estimate. They can also reference notes that previous teams made – such as if the customer mentioned needing new siding, or potential gutter work “next time”.

None of this would be possible with physical paper documents back in the office.

Easier Employee Onboarding:

During times of high production, roofing companies may hire seasonal, specific trade or additional labor to supplement their increase in business. Having an easy to use, simple software program with pre-built templates ensures that these new employees are creating paperwork that adheres to your company’s protocol, as well as creating records that can be archived for future use.

Software that is intuitive means that there will be fewer mistakes, and new employees can learn quickly and hit the ground running.

Keeping Up with Technology Trends & Tools:

Technology is always changing, as the needs and tools for roofers and exterior contractors become more sophisticated. Software that provides integrations can make your job a lot easier.

Instead of maintaining several applications or accounts for all the different features you need, software that offers integrations within a single application means less toggling back and forth – ordering roofing measurements that immediately populate estimates, photos taken, annotated, shared and stored directly in the job files – these are features that save you time and money in the long run.

Inevitably, technology requires updating. CRM’s that are hosted and maintained by developers, and not your office staff, mean fewer outages, constant updates, and dedicated customer support – meaning one less thing for you to worry about.

CRM’s for Roofing Companies:

CRM’s, business management software – whatever you want to consider – is not a new technology – but the value they provide, in addition to new features being added all the time can help provide the overview roofing business owners need who are looking to make the jump from paper and Excel to an all-inclusive digital space.

Note: This article first appeared on the AccuLynx blog and can be viewed here.