Why you need a CRM with maintenance scheduling software.

Customer relationship management (CRM) software might seem like a brand new concept — and indeed, the current highly intelligent cloud programs that we commonly see in use today are relatively new iterations. However, the concept of CRM actually has roots as far back as the early 1970s, when businesses started to measure customer satisfaction using front-line asking or annual surveys.

This eventually evolved throughout the next decade or so, until around 1992 when the sales process was automated for the first time with lead tracking and pipeline management. By the end of that decade CRM was going mobile, and in one more decade CRM responded to the social media boom with systems that are close to what we recognise today.

Nowadays CRM platforms are mostly cloud-based systems that allow businesses to automate the sales process and facilitate customer journeys across the board — in a way that is much faster and more effective than what was possible before. And it’s working; 80 percent of businesses that adopted CRM solutions were able to increase their leads, while 77 percent of the firms saw an increase in conversion rates. Technology is continuing to make jobs easier, and saving money in the process.

One area in which cloud-based CRM software is really making a difference is in maintenance and scheduling software. Through this kind of tech, companies are able to fully coordinate field efforts, through the ability to schedule jobs for maintenance and other field service needs within the CRM.

This is of great benefit to a business of any kind. In order for a customer experience strategy to be fully cohesive, there needs to be full unity between field visits and customer service interactions online and over the phone.

Maintenance scheduling software provides this kind of cohesion. For example, when someone phones into a call center, the customer service rep can instantly view a customer profile, see their maintenance history, which field agent carried out the visit, and any other pertinent information. This allows call center reps to help customers more effectively, and also allows field technicians to be better informed upon arrival.

Through having access to this kind of comprehensive database, companies are also able to track visits and potentially prevent future problems through carrying out any necessary preventative maintenance scheduling. Software like this also allows for tracking warranties and inventory. So when it is a time to replace any equipment for example, a new one can be supplied without any extra delay to the work. This is particularly useful in scheduling software for landscape maintenance, home repair, and other manual services.

There are also basic scheduling tools included in the CRM though open source maintenance scheduling software. Schedules can all be synced across field tech devices through the cloud. This allows for more efficient scheduling, meaning more customers are served, clashes are avoided, and schedule updates can be made in real time.

All of these features combine to ultimately mean that every department of a business can make better decisions.

Most CRM platforms offer a number of branches and services, and are fully customisable to suit your specific business needs. The best platforms will offer different packages depending on budget and other concerns, with extra add-ons for customisation. So what features do you need in that initial package? Here are some of the features that you should be looking to be included for free in your initial package.

Mobile capabilities.

A recent CRM poll found that 48 percent respondents already use the mobile functionality provided by their vendors. In the current landscape full mobile capability is essential, and this percentage is only going to continue to increase. Some of the many benefits of mobile CRMs include:

• Field techs have all necessary tools and data on their phones or tablets.

• Presenting a more professional look to customers, as well as quick answers to questions.

• Increased convenience for both customers and techs.

• Real time scheduling updates.

Mobile was once a luxury or fun add-on; now it is essential.

Cloud based.

An essential feature of of any CRM, but specifically for maintenance scheduling software. Cloud capabilities mean that there is no expensive hardware to install, and all data is secure and backed up in case a device is destroyed or breaks by accident. Crucially, the cloud means that all of the data is synced, which is the only way that scheduling can be completely efficient and synced across all devices.

Scheduling and work order management.

The whole purpose of using CRMs in this instance is for the maintenance scheduling software, which is obviously essential. However, there are different quality levels and it is important that your chosen system works well. Scheduling functionality should be easy, automatic, and adaptable. It should allow for work order management, automatic categorisation and real time updates. It also needs to be able to work on a large scale for enterprise level clients, and integrate fully with existing programs.

There are a lot of other features to be explored in maintenance and scheduling software, but these should give you a good place to start when choosing the CRM package that is right for your company.

Companies that utilise CRM technology for at least two years have reported a satisfaction rate of 79 percent — a figure which still holds strong after 10 years of use (in fact, even increases by two percent, to 81). These figures speak for themselves — CRM software pays off in the long run. Customers are looking for a company that can provide the best service, whether it is online, on the phone, or in person.

This is the kind of experience that Salesforce can help your company to provide. Through using Salesforce solutions, a company can provide each customer with a 1-on-1 experience that is both cohesive and personalised across every channel and every department. Contact Salesforce today to find out how your company can be taking advantage of these tools.