Category: <span>Productivity</span>

Category: Productivity

Technology and the customer experience

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By Heidi J. Ellsworth.

 

Consumers are demanding a customer experience that uses technology.  How your company embraces technology will make a big difference in your marketing opportunities for the future.  Amazon, iTunes and Google services are used by consumers everyday no matter which industry you are working in.  So why would roofing customers not look for technological solutions when they are looking for roofing services?

It is becoming more apparent, that the selling model is changing.  The days of demanding that the husband and wife both be present for a sales call is changing.  In fact, in the very near future some of the sales calls may only be online.  Consumers are finding your company in all different ways and demanding a different customer experience that uses technology.   Through referrals, social media and the Google searches, they are taking the time to educate themselves on roofing and the companies that provide roofing services.  It is a changing dynamic.

 

So, how do you adapt to this ever-changing reality?  I say, common sense.  If anything, the explosion of the use of technology is pushing the need for common sense more than ever.  But the basis of common sense is understanding your audience.  Take the time to understand how they are looking for roofing services and what their expectations entail.  It cannot be all technology, we know the importance of relationships but we also cannot live in the unrealistic world of “how it used to be.”  Sales and marketing needs to promote your entire business and needs to highlight how the company is delivering amazing service.  Technology must be a big part of the service process.  If the culture of your company and the business processes are not current with recent technology, customers will know.

 

Now is the time to evaluate how your company is incorporating technology and whether it is making for a better customer and employee experience.  Both groups need to be happy and we all realize that it will not be easy.  Taking the time to educate both customers and employees is crucial when it comes to adapting technology or when making significant changes.  As you review the following buyer behaviors, understand that by embracing technology for the ease of your customers and betterment of the employee experience, you are doing some of the best marketing you can for an improved customer experience for your business.

 

  1. Consumers are doing their research

The day and age of consumers being clueless about roofing is for the most part over.  Don’t get me wrong, there are many consumers who do not research before buying and hope for the best.  But as information continues to not only be obtainable but promoted, consumers are becoming more educated.  In fact, it is your manufacturers who are reaching out to the end user, whether it be residential or commercial, and working on not just advertising to them but educating them on what they deem as the best roofing solution.  You need to be ready for the educated consumer and have your sales team and production team prepared to work with them.

 

  1. They are researching your company 
    This statement may seem antiquated, but if you do not have a website, you need one. Consumers are looking for information on your company and it will start with your website.  But, it will not stop there.  They will check social media, reviews and industry information.  This is where being a part of an association can make a large difference.  Showing how your company is involved and validated by the industry is very important.  Make sure your online reputation and resources are up to date and spotless.

 

  1. They are self-qualifying 
    In the past we have talked about qualifying customers. Today, they are self-qualifying.  They are educated enough to look at your website and online resources and understand if you are a good fit.  This is why it is so important to know your customers and understand the audience you want to attract to your business model.  Then, make sure you are sharing the information that will convince the end-user that your company is a good fit.  The traditional way of obtaining 3 bids is dying on the vine due to time.  Consumers want to spend their time online qualifying the right contractor.  It might come down to two but very easily it can come down to that one company that really told the story online.  If the customer experience continues to be great, they will most likely not shop around and pay potentially higher prices for quality work.

 

  1. They want to be educated not sold 
    Time is what it is all about and if the sales process pressures the consumer, they are as likely to back away. They want to be educated so they feel they are making a good decision.  There is also a strong impression within the younger generations that a processed sales procedure is not good.  They see it coming and they rebel against the process.  They want to feel respected which means your sales team taking the time to provide strong, honest information about the roofing process.  As much of that information that can be online ahead of the sale, the better to close the sale.

 

  1. Referrals are golden but reviews are the last word
    Reports show that an overwhelming number of people are influenced by online reviews. That is why the customer experience from the first touch, all the way to the final inspection is so important.  You need that customer to not only write a complimentary review but to be an active advocate or brand ambassador of your company.  They will spread the word about how you are the roofing company to use.  That will not happen if the roofing experience is bad during any part of the experience.  Make sure all of your employees understand how important it is to deliver the highest level of customer service, no matter what their position in the company.

 

We have been seeing the growth of marketing technology in the roofing industry for the past couple of years but get ready for an explosion in 2018.  We are now looking at exponential growth as consumers start to demand the use of technology and like-minded sales processes in the buying process.  As you work on your 2018 marketing plan, be sure to include technology and how you are going to use it as a marketing tool.

 

Note: This article first appeared on RoofersCoffeeShop.com and can be viewed here.

3 Steps To Rolling Out New Processes For Your Roofing Business

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As your roofing business grows and changes, it’s inevitable that the way your teams handle your processes and workflows will have to change with it.

The processes that served you well in the early days often break down as you add team members and increase your workload. Proactive owners or managers should take steps to rethink and revamp those processes and set the company up for success periodically to keep that growth going without sacrificing quality.

The problem that any business must face is that there is a big difference between a good idea on paper and a good one in practice. So, here are 3 steps you can take to work through this process and come out on top and ready for the future!

Step 1: Determining the Problems and Potential Solutions for Your Current Processes

The first thing to do is to clearly define the issues your business has with current processes. Sitting down with all of your teams and discuss the areas you are looking to improve upon is the best way to get the conversation started. It’s important that all of the different departments of your company represented as they may all have feedback to provide, or may be part of the potential solution. Keep this professional, specific, and non-personal.

For example, your Production Manager has had issues with the information they receive from the sales team and makes this statement:

“The sales guys are lazy bums who never tell me anything! Why can’t they all be like Steve? He’s way better than Bob!”

The problem with this statement is that it doesn’t clearly define a problem, other than your Production Manager is frustrated. What is the result of the perceived laziness in the sales team? It’s also based on opinions, which might differ amongst your team. Lastly, it doesn’t present a solution to the problem.

A better statement that addresses the same problem might be:

“I have a hard time knowing which components I need to order based on the information the sales guys give me on their contracts.  As a result, I waste a lot of time chasing that information down.  It would be better if we could have all that information in one place, on every job.”

Talk amongst your team, see if anyone else has similar issues to the problem you are facing, and then work out a potential solution. Get buy-in from all departments, and then come up with a strategy to put that solution in place.

Step 2: Implementing the Solutions

Now it’s time to implement the solution. The key here is to implement it fully, and then test the results over a few weeks or months.

You will probably hear team members complaining that the new solution takes longer, or is harder. Don’t let that discourage you, or allow you to slip back to the old way. That’s natural! Building new habits and processes takes time, and deliberate thought/action. Habits, whatever they are, are shortcuts that our brains build to streamline our lives and spend the minimum amount of effort doing them.

As a result, ANYTHING that is outside of that habit, such as filling out a new form, using a new piece of software, or processing paperwork in a new way, will take longer than the old way, whether it’s better, or not. That’s just the way our brains work!  Let your team work out new habits with the new system they came up with.

It’ll be tempting to fall into the trap of “the old way was so much easier.” Of course it was. That was the way that didn’t require you to think about every step. Given enough time, the new way will become habit, as well.

One thing to watch out for is people doing extra work by using some combination of the new AND the old way resulting in more work, and more time. This is usually a sign of either a person who isn’t fully invested in the new process, or where the new process wasn’t fully thought out. As a result, it doesn’t serve them in some way. That may be an indicator that the new process needs some rethinking.

Which leads us to…

Step 3: Re-Think, Re-Fine, Re-Implement

Most people stop at Step 2. They come up with an idea and roll it out without ever putting thought into refining their original idea. There’s a big difference between an idea in a conference room and an idea in practice. Even if your entire team jumps on board with the new process, it’s very possible that the plan has some kinks to work out. It’s important to get the same team back together after a month or so and evaluate how well the plan solved the original problem.

Keep the same professional, specific, non-personal tone to the meeting, refine your solution, and re-implement it to your team. Repeat this process until you have dialed it in and worked out the kinks.

The Key to Success:

Remember, the key to any good strategy is to be flexible and make sure that everyone on your team is on the same page. Your business is always growing and changing.  Don’t be afraid to change the way you do things and set yourself up for success!

Note: This article, authored by Matt Morrison, first appeared on the AccuLynx blog and can be viewed here.

Roofing and Social Media Success

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By Heidi J. Ellsworth

So, what is the big deal about social media anyway?

As roofing professionals, many contractors look at Facebook, LinkedIn and Google+ as something from another planet.  But contractors are finding that going forward social media will be one of the most important tools in their marketing program.

Upfront, don’t try to conquer all social media at once.  There are some trends that are helping contractors decide where to start.  It really depends on your type of business.  For residential contractors, Facebook continues to grow in popularity.  It is a great referral tool, letting your customers speak for you.

There are some great partners already on social media that can help jump-start your efforts.  One organization for residential contractors that has taken a unique and altruistic approach to social media is No Roof Left Behind (NRLB).  This organization was started by Jay and Dena Elie of Ridgecon Construction with the vision that by working to provide help to those in need they would be able to help their business too.

“It is really about everyone winning,” stated Jay Elie, president of No Roof Left Behind.  “We wanted to understand social media but we also wanted to help our community.  Living in Detroit there is a lot of need.  We were able to combine the two and have seen extreme success.”

Now, NRLB has been sharing their success with contractors across the country teaching them how to leverage the promotional value while also helping their local communities.  And for the residential roofing contractors, that is the true power of social media, creating buzz and interest in your own community.  Facebook continues to drive that success.

For commercial contractors, many have found better opportunities on LinkedIn.  LinkedIn is a professional, networking website that allows contractors to connect with other businesses, facility managers, and property owners.  It is a great way to offer educational articles from manufacturers, technology providers and distribution.  Showcasing successful and difficult projects along with awards will only verify and build a strong reputation.

The site is also an amazing research tool.  Take the time to look through LinkedIn locally and see who can become a contact.  Read the articles that are being posted.  Join the same groups that your potential customers are a part of.  It is just the type of business intelligence that can make a huge difference for that next commercial bid.

As noted, don’t leap into too many social avenues at first.  In all honesty, depending on your business there are several that you may never be involved in.  But, one medium that is becoming critical for not only social media success but for website search engine optimization is Google+.   Google+ is a social networking site owned and operated by Google, Inc.  Google is giving Google+ content a higher ranking than the websites that have similar content.  Google+ is indexed immediately for search.  So whatever avenue you choose –  Facebook or LinkedIn –  take a few extra minutes and post your content in Google+ also.  It will also help to register your business with Google+ Local in addition to other online directories.

“Google Plus is imperative,” says Vickie Sharples, owner of Roofers Coffee Shop, an online community for roofing professionals. “It is amazing for Search Engine Optimization.  Basically, when you post in Google Plus you are hitting the top of Google searches.  Creating strong content is the key.”

“You need to do a couple key things every day,” continued Sharples.  “A great practice is to get your sales team to take pictures with happy customers, with approval of course, and post it.  It makes it personal.  If the homeowner is willing to let you post to their Facebook you have instant referrals.”

Sharples, who has seen great success with www.rooferscoffeeshop.com and supporting the site through social media, has gathered some key items that can make a large difference when it comes to social media success.

  • You need interesting content and the best content a contractor can find is in the everyday things their company already does. First, think about the questions people ask when they phone in or write a post on that question.  Just as you answered a question to your caller you are answering a question for your social friends.
  • Among the most interesting things are photos and the king of all content is video.  You don’t have to be Steven Spielberg and please don’t make it long, but almost anyone can shoot a video with today’s technology.  Send your employees to work with a camera.
  • Use a photo or video to show how you put paper under your truck to prevent oil leaking on a client’s driveway.  Show how you care about your client’s safety by putting cones behind your trucks. Show a unique item from a roof that your team worked on and what is causing leaks.  This is your chance to talk about your company values through photos.
  • Remember that people don’t want to hear from “You” on how great your business is, they want to hear from past customers. They want to hear from others that your company offers high quality that it stands behind.  Post testimonials and encourage happy customers to give the company a nice review and then share it.

 

These are all good content ideas that you generate every day without realizing it.  Interactive content to spur active responses is key but it is also important to let current and past customers know you are on social media.  As they “Like” your company, word spreads that, in turn, not only makes the telephone ring but increases your social media presence.

Social media is all about sharing what you already are doing well.  Traditional marketing can be very expensive.  Social media offers the opportunity to send a message out to the public in a new way that is currently highly regarded.  Social media marketing brings them to you and all it costs is a little time.

4 Tips to Increase Engagement on Facebook

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Getting engagement on Facebook can be a challenge for contractors.

Oftentimes when it comes to home projects, people aren’t proactive. They’re reactive, meaning that they think about protecting their gutters, repairing their roofs, replacing their siding or windows only after a disaster has occurred. It’s not always top of mind.  People tend to use Facebook more for checking in with their family and friends, and less so searching for a local home pro.

Having said that, it doesn’t mean getting engagement and building a following of loyal evangelists on social media is impossible. There are a few tricks available to home services contractors that are effective.

1) Share educational content. Sharing 1/3 company-related content and 2/3 engaging content strikes a good balance. At Surefire Local, we encourage all of our clients to always share educational content. You want viewers to come away with learning something no matter what you share. If your business publishes great blog content and on a consistent basis, you can create custom images with key takeaways, tips, quotes, etc. from that content which you can post along with a link to the individual blog post.

2) Share photos and videos. Whenever possible, learn towards sharing photos or videos over text updates. We’ve seen video perform the best of the four types of posts you can share (link, text, photo, video). For home services contractors, a great source of video content that is easy to produce (using only a smartphone) is completed projects. Showcasing your previous work is the best way to convince someone who’s on the fence about your company to trust you. Similarly, you can turn multiple photos from the same project or a few projects of the same job into a slideshow movie and add a fun jingle.

3) Look at Facebook Insights. I highly recommend looking at Facebook Insights on your business page’s settings. Here you’ll find the exact times when your audience is most active. Each audience is unique. While you may hear 3 PM Eastern on Wednesdays is the best time to share content on Facebook if your audience is most active at 8 PM Eastern, why not schedule your posts to publish then and increase your chances of having your content viewed organically in the newsfeed?

4) Utilize Facebook Advertising with specific targeting. My final tip would be to utilize Facebook Ads. You can see great results on a relatively small budget too. We have many clients spending $300 a month on promoting their content with great success. You’re able to target people specifically within your service radius by zip code and people with specific characteristics such as being interested in home improvement, own a home, home value, income, etc.) The more targeted you can be with your audience and ad copy, the better results you’ll see.

If you would like to see more engagement and take your social media presence one step further, I recommend downloading this eBook: Making Social Media Work for Your Local Business (it’s free!)

This article first appeared on Surefire Local’s blog and the full post 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.

Marketing Technology Tools for Contractors – Part 1

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By Heidi J. Ellsworth, HJE Consulting.

 

In today’s world where efficiency and precision take precedence, technology is a key component when it comes to doing business within the contracting community. Technology comes in many shapes and sizes but leading contractors are realizing that if they are not progressive in their use of technology they are going to be left behind.

 

Technology is not just software, it is using services and cloud-based solutions to help increase productivity for the company and employees.  Exploring multiple types of technology and evaluating their effectiveness for a roofing company, no matter the size or type can play an important part in the growth of a business.  In this technological age, it is essential to incorporate technology into the business’ processes and culture.  In fact, contractors are finding that they can get more done, faster by using technology while staying ahead of the competition.

New technologies and applications are introduced literally every day.  Understanding what is beneficial for a roofing business and more importantly, the best technology for the size of the business is critical for success.  Here are a few important sales and marketing technologies that can make a difference in growing sales and profitability in 2017.

 

Websites

The number one, most important marketing technology is a website.  It needs to provide enough information about the company so potential customers will act by requesting estimates or additional information for projects.   A customer wants to feel confident in the vendor’s experience and professionalism.  By validating the company’s expertise concerning high-quality work, long-term service and excellent responsiveness along with strong knowledge of the latest products and technologies, customers will be enticed to respond.  This can all happen on a website.  The quality of information will speak to the customers long before they pick up the phone.

A website should be dynamic, meaning that the content is fresh and always up to date.  It should feature a section or blog on the site that provides short articles and information that customers will find interesting.  Press releases and other news should be shared regularly on the site.  A good website will have a prominent button or link on every page that a visitor can click on to request an estimate.  Ask them to complete a form that captures their contact information (name, address, phone, and email) but also use the opportunity to try to gather some basic qualifying information.

Finding a good website developer can be challenging but there are several options.  Everything from do-it-yourself, to leasing a website, to finding a knowledgeable internet marketing agency are available.  Before hiring a company to update or develop a website, take the time to look at other websites and note what is impressive.  Often the name of the company that developed the site is noted at the bottom of the homepage.  By pulling information together ahead of meeting with developers, it will save time and money when working with a new web development company.  Lastly, look internally first.  Often there are employees who can create websites or work on marketing projects who are already on the payroll.

 

Smart Devices

It does not seem possible to survive in today’s world without a smart device and that is especially true when it comes to business.  Smartphones allow contractors to be in touch immediately with their customers giving them the edge when it comes to customer service.  The agility of utilizing smartphones makes sense for communication with other employees while providing the overall benefit of informed customers.

It is important to use phones in a way that works with customers, so knowing their preferences concerning email, text or phone usage is beneficial for creating enhanced communications.  As part of the sales process, ask how the customer would prefer to receive their project communications.  A critical part of utilizing technology is understanding how customers want to interact with that technology.

Smartphones and or tablets make day-to-day business easier on the road, hopefully eliminating some of the late-night work.  Asking vendors, such as manufacturers and distributors, about their technology offerings and especially finding out which apps make working with them easier helps both businesses.  To be able to order materials, reports or services through the phone or tablet can lead to efficiency and time savings.

In deciding which smart device to use, take the time to coordinate the company’s phones, tablets, and computer system with cloud-based software in a way that all devices can speak to each other.  This creates an easy, efficient means of transferring data and documents while also documenting customer discussions.

 

Customer Relationship Management

There are several Customer Relationship Management (CRM) systems designed for roofing professionals.  CRM systems have evolved significantly over the years from server-based systems such as ACT to simple contact management solutions such as Microsoft Outlook or Excel to cloud-based, enterprise-level software like Salesforce.  In the roofing world, there are many contractor CRM software systems that help manage customers.  They are often also connected to project management and/or accounting software.

Questions to ask when looking for a CRM system include how the program works for residential vs. commercial business. Ideally, will it handle both.  There are companies that are very focused on residential projects with functionalities that track canvassing, sales and overall leads.  Commercial roofing software may focus more on inspections, service, and maintenance and may feature a customer portal that allows property owners to access service records and to request maintenance online.  Depending on the business model of the roofing company, residential, commercial or both, the CRM needs to fit the business.  As roofing companies continue to grow and gain sophistication, an important element for any CRM systems is the ability to track customer’s overall data and retain that data for long-term use.

No matter the CRM chosen, the key is to maintain a strong, up-to-date customer database that becomes not only a historical view of customers and projects but also a strong database for future sales and marketing.  By using a CRM software instead of an Excel document or a Rolodex, customer contact can be automated and shared including notes, past correspondence, property data, material preferences and/or potential future projects.

Benefits of Digital Documents – Part 2

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On jobsites across this country, construction professionals are drowning in paperwork.

This industry requires a great deal of documentation from contracts to site plans to change orders and for many years, this documentation was put in print. Needless to say, print documentation comes with a myriad of issues. Documentation gets misplaced or is not available when you need it. Also, for many years, construction professionals dealt with the time and money lost by using paper documents.

One best practice that is emerging to alleviate time lost is the use of digital documentation. Digital documentation is allowing teams to collaborate better and is making documents available at any time and in any place.

In the first part of this series, we discussed a number of benefits digital documents are bringing to construction companies. The cost and time savings can’t be ignored. That’s why we have created a second part to discuss additional benefits.

The benefits of digital documentation include:

Preventing lost documents

The construction industry is a fast-moving one. Most contractors have to move frequently from jobsite to office. It’s only natural that items may get lost along the way. When they do, the outcome is costly. Rather than carrying important files everywhere, use the digital documents in the cloud to access your files from any location. Not having to search through paper files for important information can save you a great deal of time.

Continuous updates and collaboration

A document that’s printed out can only be changed if the file is adjusted and the document is printed out again. Digital documents can change as information or data is gathered. It can also be changed by multiple parties. Documents can exist among contractors, subcontractors, and architects to ensure that there’s always a clear picture of what’s happening on a jobsite. It also helps avoid the disputes that require the help of a Lakeland construction lawyer.

It’s good for the environment

It’s important to remember the impact printing has on our environment. Using digital documentation allows your company to consume less paper, toner, and ink, which can also save you money.

This blog first appeared on Cotney Construction Law’s website and can be viewed here.

Disclaimer: The information contained in this article is for general educational information only. This information does not constitute legal advice, is not intended to constitute legal advice, nor should it be relied upon as legal advice for your specific factual pattern or situation.

Benefits of a Digital Document Control System – Part 1

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For an industry that is as physical as the construction industry, there is a ton of paperwork.

Historically, paperwork has been a part of doing business. Whether it’s a contract, design plans, change orders, or bank draws, it’s not official unless it’s in writing. This can create a myriad of issues. Items get lost. It takes a long time to correct documents. Collaboration is cumbersome. To generate the efficiency needed to keep projects moving, new solutions were needed.

Document control systems are not a new concept; however, digitizing documents and the system as a whole is relatively new. Much of the paper world is going digital and paperwork-heavy industries such as construction are being transformed. Contracts, financial documents, daily reports, and a host of other work-related documents are going digital.

If you are still on a paper system, consider the following benefits of going to a digital document control system:

Speed up approval by speeding up access

Digital document control systems allow for collaboration on design documents, project plans, and contracts, among other items. Since the documents can be accessed in real time, discussion and changes can happen at a much faster pace. Also, you are now able to see who accessed documents at any given time, which holds members of a group accountable for any changes. This can come in handy if a dispute arises and you need the help of a construction lawyer.

Reduce storage space

Let’s face it, paperwork takes up a lot of space. As a company grows, this paper has to go somewhere. It’s not uncommon for companies to rent storage facilities to maintain archival paperwork. However, years of information can be housed digitally at a fraction of the cost. All of this information can be accessed using keywords, which makes the search for documents faster as well.

Save money on printing

In tandem with reducing storage space, a digital document control system can save money on printing. Contracts are extensive and require a great deal of printing. Project plans are also long. When you are printing these and other documents over and over, the price begins to add up. Digital documents completely eliminate this cost. Also, it’s easier to employ a system for organizing documents because they exist on cloud or hard drive storage and can be accessed via the device of your choice.

This blog first appeared on Cotney Construction Law’s website and can be viewed here.

Disclaimer: The information contained in this article is for general educational information only. This information does not constitute legal advice, is not intended to constitute legal advice, nor should it be relied upon as legal advice for your specific factual pattern or situation.