The construction industry has changed over the years. Hard copy files with client information are a thing of the past. Today you need digital technology to be more effective and to grow. One area where this is important is in customer relationships. A great way to tackle this is with customer relationship management (or CRM). Not sure where to start? We’ve got you covered with a general contractor’s guide to CRM.
What is it?
CRM refers to the processes and technology used to manage and improve relationships with clients, as well as how to streamline internal operations. This can include finding sales leads, communicating with customers and employees, creating personalized customer service, and more. The information you gather from CRM can help improve your service to customers, increase repeat clients and drive future business growth.
How You Can Benefit From It
Using CRM can be a great way to have all of your clients and project information in one centralized location. Spreadsheets are helpful, but if everyone isn’t using the most up-to-date file, you can easily use outdated details.
With all of the data stored in CRM and easily tracked, you reduce the risk of team members duplicating efforts or a task left incomplete. Your entire team can see the current status of a project or a client’s details in real-time. It’s a one-stop shop for your team to locate the most accurate information possible — improving customer relationships and service.
This technology also helps you to automate repetitive tasks like scheduling appointments, sending emails, or following up with clients. This allows your team to focus their time on more valuable jobs. Imagine a tool that sends out personalized emails to your clients with details specific to their home construction project. Incredible!
How to Get Started
CRM is a powerful tool, but there’s planning that goes into implementing one for your business. You need to pick the right tool for you and have a strategy in place so that it most effectively serves your company.
First, decide which relationships you want to manage using CRM. This can depend on the size of your company. For example, if your company is smaller, you may be managing relationships with employees and have a separate channel of communication for customers and leads.
Next, plan out the ideal path you want your different relationships to take. For example, with a client, start with how they find you. Then work your way through the various stages of a client relationship, from before a home construction project starts, to completion and follow-up after it’s done. Don’t get caught up in small details, just the ones that are most important in the process. These relationship paths can be adjusted down the road as needed, so no need to get it perfect on the first try.
As part of your customer relationship management, make sure your clients have the right financing! HFS Financial will help your customers find the best financing option for their project. HFS Financial connects your customers with the right financing for almost any home improvement project. Big or small, we can get them the financing they need for a job well done. Get started today by calling us at 1-800-254-9560 for more information. “You Dream It, We Finance It.”