Tag: <span>Customer Relationship Portals</span>

Tag: Customer Relationship Portals

7 Steps to Opportunity Automation in Roofing

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By Ken Kelly, Kelly Roofing.

CRM, or Customer Relationship Management, is a software system designed to track potential customer interactions and help manage the sales process.  There are a number of players in the CRM space, but the two most robust offerings are Dynamics CRM and Salesforce.  The key to their success is the ability to automate and customize.  This article focuses on the opportunity.

Many companies call opportunities “leads.”   Opportunities are so much more.  Opportunities are a true request to provide a quote or potential quoting “opportunity.”  In the end, opportunities are either won or lost.  And, you can have multiple opportunities for each customer.  Now that we know what an opportunity is, let’s jump into the creating an automated opportunity process.

1 – Create the Opportunity. 

In most cases, a potential customer will simply call into your office, fill out a web form request or send an email request to have their roof looked at.  If a lead asks for an estimate they are now an opportunity.  Convert the lead to an opportunity and add in additional details about their specific need.  Details needed will include details about the leak or problem, contact details, who the decision maker is, budget, communication channel preference, type of roof, age of roof, time frame, presentation venue, advisors and material preferences.

2 – Set Estimate Appointment.

To truly automate the process there are online calendar systems that allow potential customers to request their own appointment time slot, much like making a restaurant reservation via OpenTable or similar app.  If your CRM program has an integrated resource calendar this is absolutely possible and quite easy to set up.  Set your CRM software to change the appointment duration based on the type of appointment.  Repairs may only take one hour while reroofs may take three.  Commercial projects could take the full day.  The system can use the job type to determine this.  The system can also automatically assign an estimator, sales coordinator and sales manager.

3 – Confirmation Automation.

Based on the potential customer’s preference, an automated confirmation should be generated from your CRM system shortly after the estimate appointment is created.  This communication is most often an email but could be a text or phone call.  I suggest including the detailed information you’ve collected from the potential client and ask them to review it for errors or omissions.   Many times, potential customers have told us what their objections are in a reply email to the confirmation.  Suggested items to list include names, phone numbers, email addresses, time of appointment, type of roof, budget, time frame to decision, decision makers, type of roof interested in, etc.  Also include information about your company to help give some background on what makes you unique.  As a final touch of professionalism, resend the confirmation 24 hours before the appointment and make it easy for the potential client to reschedule if needed.

4 – Estimate Automation.

Time is our most valuable resource.  Constantly spending it reinventing the same estimate wheel is a waste.  Have your CRM system do the heavy lifting for you.  For instance, if you use an aerial measurement service, have your CRM system request a report automatically via addressing.  The service can reply in kind using an importable file type that can then auto-generate estimates, prepopulate proposals and do most of the work without ever involving the sales team.

5 – After-Estimate Action.

Once the estimate is completed the system should be updated with the sales details.  Examples are percentage of probably win rate, likely decision time frame, adjusted budget amount, samples requested, next follow-up date, type of follow-up requested and anything you can think of that will help adjust the after-estimate actions.  Now that CRM has the information it needs, let the automation begin.  CRM can automatically order samples from distribution or manufacturers and have them sent directly to the client.  How about sending an after-estimate survey to see where the potential customer stands?  Send automated communications via snail mail, email, fax, text or phone call reminder to see if the customer has made a decision yet.

6 – Close Opportunity Lost.

Ever wonder what happened to that estimate you gave a while back?  Wouldn’t you like to know who won that big job?  Wouldn’t it be nice to look at a list of opportunities and only call on the ones that are still active?  This is where the Close Opportunity dialog comes in.  Close opportunities lost if they were truly lost, if the customer decided not to have the work done or if it wasn’t really an opportunity in the first place.  Have CRM send the opportunities an email with reply buttons in it.  If the job is lost, just have them simply click on “We’ve decided to not have the work done or have it done by someone else.”  This is a soft way for lost clients to let you know they went elsewhere.  Let the system do it automatically to avoid putting any more time into a lost cause.

7 – Close Opportunity Won.

The customer has just awarded you the job.  Now this is where automation really takes over.  Your CRM software can be programmed to pass over all the important opportunity, contact, account, roof and job-related details and automatically start preparing the project for production.  It’s time to automatically thank the customer and let them know what to expect.  Have CRM contact the customer with a special thank you message.  Include details on the specific job process, timeline of the project, what to expect, what they can do to prepare, what additional details are needed to keep things on schedule and so on.    And don’t forget to bask in the winner’s circle.  You deserve it.

Ken Kelly is president of Kelly Roofing in Naples, Fla. For more information, he can be reached via email at ken@kellyroofing.com.

 

Note: This article first published in Roofing Contractor magazine and the full version can be viewed here.

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.