This solution is a great fit for businesses that provide an ongoing service that leads to sales. Being able to predict equipment failures provides an opportunity for providing a valuable service and and an incremental sale. The benefits of this strategy are:

Building trust and value with your customers

Driving incremental sales.

 

 

We start with the service-driven sales process.  The concept of a sales funnel is well-established and provides a good visual for understanding and discussion.  The following is a service-driven sales process funnel we will use as an example.

 

Visualizing the funnel as a process is the first step in this strategy and was reviewed in our previous article “Improving sales results with CRM and mobile”. Each funnel has a unique set of key performance indicators and should have well-defined indicators and data elements.

 

Providing great service is the next and most important step

Mobile is key in tracking and ensuring that service was performed. Providing a clear record of when the service was provided, capturing appointment results, client/equipment data, and including client feedback is critical.  Ensuring great service also means engaging client in the process. Both elements are a great fit for mobile integration. Client feedback is essential as a key metric of success  - see the Net Promoter Score below:

 

 

 

Capturing key data elements is critical in this process.

Examples of this data include equipment brand and serial numbers for HVAC, pool, and other equipment.  Client’s information could include financial and insurance data. Data can also include pictures and even sounds that can provide additional client engagement and validation of recommended needs.

This information is captured with mobile apps and integration into CRM. The results are used to identify and develop client needs, selling strategies, and can even predict future needs.

 

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To read the full article, please click the following link:

CRM service with mobile.

This example provided an amazing financial return - check out the video below for more information!