Any good service business manager cares about being organized. It’s a critical element in serving your customers seamlessly and professionally.
But how do you know if your company is organized? An article on The Service Coach’s blog offers three signs that indicate you might need a customer management system to get your business in order.
- Missing paperwork: Don’t know where important information is located in your office? That’s a red flag. Tossing customer data into random filing cabinets won’t cut it.
- Poor communication: It shouldn’t take a long time to look up your customer’s history with your business and get in touch with them.
- What invoices do I have outstanding? If you can’t answer that question, you have a big problem.
Didn’t score well with these three questions from The Service Coach’s article? Then it’s time to get organized. Of course, there’s no sense investing in a service management system if it doesn’t integrate with all your other business functions. Otherwise, you’ll just push the bottleneck into a different part of the office.
If you’re using a CRM system for sales, being able to pass that information directly into a project or work order will reduce customer commitments errors. The ability to enter your parts, time and expenses in one screen and then see that data produce your invoices, job costing and margins on demand tells your customer you mean business and keeps you organized.
Giving customers portal access to progress reporting or sending them notifications automatically tells them you are interested in their business and can help you maintain a strong relationship with them. Making that information flow directly into your financial system for up-to-date internal reporting shows your customers and stakeholders you can deliver results.
Source: The Service Coach, March 2012