You provide quality work at a reasonable price, you have an experienced group of employees, and projects are completed as requested but it still seems like customers' expectations aren't being met. What's happening here?
You can use a CRM to find the gaps in customer service communications to ensure only top quality customer care. Followup CRM helps you do this by allowing you to:
- Monitor your account managers and sales team
- Check communications with clients, especially for those that had a poor interaction
- Step in comfortably without damaging communication lines for account managers
Monitoring your account managers and sales team
Followup CRM allows you to view your individual sales estimators or account managers' schedule for the day including deadlines that are easily marked with a red or green tab so that you know firsthand if your team is falling behind.
This sort of transparency puts the power back into your hands and resolves mysteries on accounts that may be mishandled so there is no more confusion about what could have been done better—you're able to see it in real-time. You and your employees, with the organization that a CRM provides, will find peace of mind knowing that no bids, estimates, communications, projects or clients are falling through the cracks.
You can check in on communications and notes made on digital client files to find the opportunities to go above and beyond or learn more about expectations that may have been missed. You can even filter through email correspondence since Followup CRM integrates with email, including Microsoft Outlook.
Harnessing this information allows you to get firsthand and immediate responses to a dropped ball or understand the signs that a customer that may feel unheard or unhappy with how a project is going. This allows you to be proactive instead of simply reactive, which yields better results overall for customer experience.
Reviewing customer communications and job information
Not only do you have access to your team's schedules, tasks, and goals, you can also monitor individual client activity, including the projects you may have associated with that client with just a few clicks. Followup CRM is designed in a way to help contractors feel comfortable with getting involved in a customer interaction without worrying that you don't have all the facts. You can immediately interject yourself in a client management opportunity and you won't need anyone to explain recent conversations, changes in estimates or lost bids because you'll have all the information you need to make informed and powerful decisions moving forward.