One of the most important aspects of building a successful moving company is cultivating positive and loyal customer relationships. To do that, moving companies need an efficient process to manage customer interactions that are easy for their team members to follow. This article will discuss how a cloud-based customer relationship system (CRM) specific to the moving industry can help moving company employees. Most moving CRMs are cloud-based, which means employees can access this software anywhere there’s an Internet connection.
At Oncue, our moving company software integrates with all major lead sources and marketplaces, such as Thumbtack and Yelp. This allows moving businesses the ability to perform lead management easily and efficiently. Lead management includes tracking lead activity, monitoring conversion rates, and determining where your company is performing best and how to improve.
The best moving CRMs will allow team members to effortlessly monitor each interaction at every stage of a customer’s move. It will also allow your employees across departments to better collaborate since they can see the status of an account in real-time and communicate with the customer. Customers can be updated on details such as the location of their movers at a particular time, what the expected arrival time will be and what the estimated move total may come in at.. This transparency creates a better customer experience and positive outcomes for everyone involved in the moving process.
In addition, moving CRMs can help in instances of employee relocation and/or corporate relocation as this technology can be used from anywhere that has an Internet connection. Pricing is usually through a subscription-based model and is typically less expensive than an on-premise software.
Here are seven ways a moving CRM helps employees of moving companies:
Streamlining Lead Management
With a moving CRM, now you can capture leads from various sources, assign them to appropriate team members, and track their progress. This automation saves time on tedious data entry, ensures leads are properly handled, and shares insight into the entire lead lifecycle.
How This Works
This cloud-based software empowers employees by providing them with the flexibility to manage leads on the go, ensuring accurate data, efficient collaboration, and improved customer engagement. Your team members can be anywhere – behind a desk, working remotely, in a new location, or out in the field and still have access to customers’ information in real-time. Customer data, leads, and new opportunities are now accessible on the go with mobile devices and tablets. For instance, a moving CRM can automate lead and contact management processes. For new employees, having this information readily accessible can give them insight and confidence into your moving company culture.
In addition, when using a moving CRM, employees can now make updates when new lead information comes in and monitor its progress. They can view the status of each lead, track activity and interactions, and set reminders for follow-ups. This helps team members prioritize important tasks and allows other team members access to customer information when needed with less hassle.
This leads us to the next benefit of using a moving CRM – better collaboration. Sharing information about current or potential customers has never been easier. With a few clicks, you can see an entire account, including any notes and documents, for easy hand-off. This helps increase team building and boost productivity since it minimizes duplicating efforts. Whether your employee is a veteran of your company or a new hire, this is invaluable.
How This Works
Customer relationships will also improve when using a moving CRM. Employees can easily personalize their interactions by looking at individual accounts and offering more customizable services. Professional movers know transitioning to a new home is a stressful and big undertaking for many customers and will know when to offer a packing service or estimate on office moving or relocation costs.
Lastly, with a moving CRM’s analytics and reporting features, moving company business owners can gain valuable insights into their lead conversion rates, sales performance, and other key metrics. This arms management with more specific information to make data-driven decisions and improvements.
Using a moving CRM to streamline the lead management process for employees is a game-changer. Not only will they have the information they need to better serve your customers, but they will feel empowered to make better decisions on behalf of your moving company.
Improving Communication with Customers
In today’s fast-paced world, customers’ expectations continue to rapidly increase. This means companies must be one step ahead of their customers’ needs and provide the highest quality customer service possible. A big part of being successful is how your company communicates with its customers.
How This Works
With a moving CRM, employees can communicate with your moving company customers more quickly and effectively. Like managing leads, employees using a moving CRM now have the tools available to them to provide a high level of customer experience and can be more sophisticated when discussing moving expenses. This means having the information they need at their fingertips and responding to customers wherever they are. It also means employees can provide real-time status updates on customer accounts and, because they have access to previous interactions, they can be more personable in their communications, helping customers feel more at ease. Customers can sometimes be cautious about spending a lump sum on moving services and want to know their household goods will be in good hands.
Aside from setting reminders and automating tasks, a moving CRM allows employees the benefit of using multiple channels to communicate with customers. Many CRMs integrate with multiple communication channels such as email, phone, or social media. This enables employees to communicate with customers in their preferred way, providing convenience and flexibility while maintaining a unified view of all customer interactions. In addition, marketing campaigns can be created and automated, with email templates and personalized emails based on predefined triggers or actions.
Employees want to feel confident and empowered in their jobs. By using a moving CRM, team members will be able to communicate more clearly and effectively. Good communication leads to better transparency, and when it comes to moving company customers that is key to fostering stronger customer relationships and experiences.
Automating Tasks and Processes
A moving CRM makes day-to-day tasks more streamlined and manageable. With this technology, there is no need for random notes or Excel spreadsheets documenting processes. The software does it for you. Repetitive and tedious tasks are history with automation. You can set up automated reminders, notifications, and alerts for follow-ups and deadlines. Automation helps employees stay organized and on task. This is true if they are working from home or if your company is relocating employees.
In addition, workflow across all departments is automated and centralized with a moving CRM. This streamlines processes and helps to create standardization. Reports and analytics are now available with a few keystrokes, allowing management access to reports in real-time.
How This Works
Moving CRMs can also integrate with other third-party systems. For example, Oncue, integrates with Stripe for payment processing and Yelp and Thumbtack for autoresponders. These integrations create more ease across platforms and allow you to manage your moving company from a holistic perspective.
Automating tasks and processes benefit employees in numerous ways. For one, it cuts down on manual labor and human error. Second, it standardizes processes and procedures company-wide so everyone can be on the same page. Third, automation helps ensure a smoother customer experience by increasing touchpoints in communication. It also allows your employees to focus on more high-value interactions and improves productivity. When customers are happy, they tend to leave positive reviews that will boost the morale of your company and team.
Enabling Remote Work
Perhaps one of the biggest perks for employees who use a cloud-based moving CRM is their ability to work remotely. The COVID-19 pandemic changed the way companies work and everyone from job candidates to long-term employees is looking for the opportunity to do their job from the comfort of their own homes. Whether employees are staying close to home or are requesting to relocate, using a CRM system so team members can work remotely can be an effective retention strategy and part of your relocation program. In cases where your moving company is offering a relocation package, with a CRM system, this transition can be seamless.
How This Works
A moving CRM will provide your employees with everything they need to work efficiently and effectively from home or in the field. With this software, they do not have to be in an office or call center to have access to customer documents or accounts. They can even stay in temporary housing; all they need is reliable Internet and login information. Moving CRMs are built for those on the go and are compatible with mobile devices and tablets. This allows employees to stay plugged into customer communications as they happen, and all updates are synchronized in real-time.
Team members will enjoy the flexibility and freedom they have when all the information is available to them via their handheld devices. Customer calls and queries get answered more promptly, and chat functions and messaging platforms keep team members connected to each other, regardless of where people are physically located. Some moving CRMs also offer video conferencing so meetings can take place virtually.
Most employees value the benefit of working remotely. It allows them more ownership of their time. Flexibility is often an underutilized perk and for the most part, those employees who can work remotely demonstrate increased productivity, enhanced collaboration, and a newfound dedication to their role.
Providing Real-Time Data and Analytics
The best moving CRM will provide your employees with all the information they need to handle customer calls, nurture leads, and build relationships – internally and externally. The software will also provide meaningful data insights into your moving company that can improve your business strategy and decisions. Ultimately, your team members are implementing these changes, so having access to reports and insights with a simple click can make this information easy to share across the company.
How This Works
With a moving CRM, data is updated continuously and in real-time. This means any changes by employees or customers will be reflected in the CRM system. Employees have instant access to any information they are allowed and can quickly retrieve customer information, account statuses, preferences, and other relevant data when they need it.
Through the dynamic dashboard, leadership and employees can see all the company’s activity at any given time. Moving CRMs can easily generate generic reports, but most CRM reports can also be customized. Management can view key performance indicators (KPIs) and share them with stakeholders. Dig into different data segments, study trends, and decipher patterns – all from your dashboard. This information is key and can help drive better business decisions based on data-driven insight.
Employees benefit from having this type of information because the CRM can provide insight into opportunities for cross-selling or up-selling, as well as other marketing strategies and recommendations in real-time.
Enhancing Customer Experience
Customers appreciate a personal touch. Moving is one of the most stressful times in a person’s life and they want to know they are being considered and cared for during the process. When you invest in a moving CRM, you are investing in your moving company. The software will change the way you interact and build relationships with your customers.
How This Works
Personalized interactions go a long way. When someone calls a company, no one wants to be handed off to another person they must explain their situation to – yet again. A CRM prevents this from happening and allows you to track everything – from a customer’s first query to their scheduled delivery date. Collaboration between team members is seamless and you will have access to all the information needed for wherever the customer is in the moving process.
Empowering employees with information and insight will only benefit your moving company. Your team members will love the streamlined approach to workflow and be able to concentrate on more valuable tasks. Using a CRM minimizes human error and allows employees to communicate more effectively and respond in a more meaningful way to customers. This in turn creates a positive customer experience they will share with their family and friends.
Your employees are the face of your moving company. They are on the front lines of your business and who your customers rely on to take care of their move. When you support your employees, you support your moving company. Investing in a moving CRM helps your employees do their job more efficiently and effectively. It allows them to have the information they need, when they need it, to provide high quality customer service with confidence.
If you’d like to learn more about Oncue and how our software can help you empower your team members, reach out to us for a free demo.