Satisfied customers are the bedrock to long-lasting success. And while your focus is on fixing and maintaining equipment, you will also need to make sure your customers are happy.
To an extent, office staff can help to field the needs of your growing client list. But, if you grow too big, the duties of keeping all your customers happy can begin to feel overwhelming. That’s why HVAC service software can help you keep your clients served, satisfied and singing your praises.
Let’s walk through features that the best HVAC service software can provide your company:
- Automated and personalized customer outreach
- Cloud-based, paperless, secure customer profiles
- Online access and mobile CRMs
- Multi-option quoting to upsell customers the right service at the right time
Still operating with just pen and paper? Or maybe you’ve taken the plunge on a software package that’s not quite fitting the bill. Either way, we hope this will help you see the ways your customers can benefit from the best HVAC service software available.
Streamline Customer Interactions With HVAC Service Software
“It is 6-7X more expensive for companies to attract new customers than to keep existing customers.” – Vala Afshar, Salesforce
Capture Calls and Track Client Interactions
Find out what gets said on the phone to your clients by capturing each call. It can often feel like you’re playing a stressful game of telephone when figuring out who said what, to whom, and when.
HVAC service software can help capture those calls, digitize them and archive them for management to review. This way, you can identify your top performers, as well as those who might need a little coaching.
You can also see an overview of all incoming calls. You can even auto-generate a report of missed calls that may happen after hours. This makes sure all customer inquiries are addressed.
Not to mention, the countless headaches you can save if your customers claim to have a disappointing experience interacting with a member of your team.
Think of call tracking as your digital safety net for your office staff.
Automated Notifications and Personalized Reminders
Don’t stress about knowing when to reach out to which clients. Let your HVAC software handle the scheduling and distribution of those customer touchpoints.
Automated client notifications and personalized reminders can help drive growth in your bottom line.
FieldEdge can automate email and marketing reminders. Book a FREE personalized demo today to see how FieldEdge can streamline your marketing efforts!
Plus, when you choose the right software, it can also help automate requests for reviews from clients after successful field tech visits. In turn, you’ll see an increase in your review count – without requiring a member of your staff to reach out to each client after every completed job.
Supercharge Staff Communication With HVAC Service Software
Effective staff communication between departments and across the field can drastically improve your overall customer experience. When your staff is on the same page, it helps increase professionalism and efficiency, and your customers will take note.
Scheduling and Dispatching
As you grow, you might find more and more time is spent scheduling out your field techs and deciding who to dispatch for which job. This is one of those areas that HVAC service software can revolutionize your operations.
The right software can drastically improve your scheduling and assist your dispatcher in choosing the right tech for the right job. Plus, it can help automatically notify a customer when a tech is on the way!
And with mobile connectivity and GPS tracking, you can seamlessly notify your techs already in the field of their next job. Your office staff will be able to see where your entire field staff is at any moment, and adjust as necessary. This also ensures techs are on time to every job, improving customer experience!
A unified customer profile allows your office and field teams access to the complete view of each client’s repair history. This means your field tech has access to the same information your dispatcher and office staff have as well.
When referencing customer profiles, you’ll find your field tech is more capable to handle situations that arise, answer client questions, and finish jobs faster without needing to call back to the office for that information.
The cloud-based storage that is accessible to any mobile device is a game-changer for increasing your client’s satisfaction on a job well done in record time!
Bookkeeping and Accounting
How often have you had to chase down invoices or pester your staff for necessary financial documents just so you could close out a month or complete payroll?
Any growing company will hit serious hurdles in the accounting department without some helpful software solution.
You’re likely already quite familiar with QuickBooks, and the best HVAC service software can integrate QuickBooks into your workflow with instant sync. This means, you’re always working with complete and up-to-the-minute information.
When you take advantage of an all-in-one software solution, there’s no more confusion on who has what, or if you’ve got everything you need to crunch the numbers. It’s all there, and it’s all updated in real-time – stored safely in the cloud.
And there’s no worries about who answers calls from customers asking about a balance due. Since everyone has access to real-time information, anyone on your staff can answer that question with confidence.
You can also offer your customers the ease of online payment portals, which help customers pay easily at any time day or night. In turn, your staff won’t be required to manually chase down each client’s payment information.
Silky Smooth Sales With Multi-Option Quoting
Most of your field techs are not professional salespeople. Their focus, rightfully, is on listening and repairing.
The best HVAC service software can assist your field tech secure additional sales easily with multi-option quoting. This means your techs can give customers different service options based on price point and level of service.
Sometimes, serving your customer best is as simple as providing options. This helps clients feel in control of their repair journey. Also, it decreases the stress your tech will feel when it comes time to agree on the services and costs before the job begins.
HVAC service software provides your techs powerful tools to present good, better and best options when quoting a client on possible work. You might just have a better chance of a satisfied customer while also increasing your overall revenue.
And with FieldEdge, you can take payments onsite with our online payments portal! Book your FREE personalized demo to see how this can boost your bottom line TODAY!
Service Maintenance Agreements Are a Snap With HVAC Service Software
Microsoft’s recent survey The Global State of Customer Service found “90% of respondents indicated that customer service is important to their choice of and loyalty to a brand.”
Selling maintenance agreements means customers trust you to look after their HVAC equipment. This provides optimal performance and worry-free operation.
Clients who sign service agreements with your HVAC business mean they’re putting their entire faith in you and your staff to take good care of them.
Spend Less Time Calling
- Know when service agreements are due for renewal, billing, and scheduling
- Spend less time searching through service agreement files for information
- Dashboards show which agreements are set to expire prompting the need for a follow up
- Automatically send scheduled service reminders via phone, text, or email
- Increase your service agreement renewals by setting up automatic recurring payments
Using great HVAC service software makes selling and managing service maintenance agreements a breeze.
Need help preparing your HVAC business to sell maintenance plans? Download our FREE Service Agreement Sales Kit to get everything you need to start selling today!
See How HVAC Service Software Fits for Your Business
HVAC service software is no substitute for great customer service, but it can make great customer service much easier to maintain with a larger client base.
When you use the best HVAC service software to improve your customer service, you’ll also:
- Decrease bookkeeping headaches
- Increase fluidity of staff communication
- Empower field techs to upsell without the stress
- Help thankful customers submit more 5-star reviews
- Safely store all company documents and data in the cloud
As you grow, pay attention to the signs that you may need help automating and streamlining your customer service, as well as your client contact and management. You’ll find the best solution to increasing your customer satisfaction is by adding the best HVAC service software to your business operations!