In the world of HVAC, being a provider customers can trust is key to winning business. One of the main ways HVAC companies can earn customer trust is by demonstrating that you understand their needs and are working on their behalf. This is where offering a personalized experience can win customer trust and convert new customers into repeat customers.
Adding customer relationship management (CRM) software to your HVAC software list can really help here. The right CRM tools can streamline your customer relationship management processto create a more positive customer experience.
What is CRM software?
A CRM is designed to collect and store relevant customer information in an accessible way. In other words, it empowers employees who interact with a customer to see and understand the full context of that customer’s relationship with the company. When you can show a customer that you remember them and understand what’s important to them, it goes a long way in building the trust that keeps relationships strong.
In this blog, we’ll help you understand the right questions to ask to find the CRM solution that’s right for your business.
Question 1: What benefits does CRM software provide?
Understand the key benefits and differentiating factors
The main value of a CRM system is that it provides a single, accessible way for users to:
- Access and update customer information, like contact details and specific conversations
- Track activities in the pipeline, from prospecting through conversion
- Qualify leads with forecasting and track progress toward targets
- Use real-time messaging capabilities for collaboration and support
- Gain a complete view of customers and calendars by syncing contacts
- Upload and share important resources with employees
- Better understand and communicate big-picture analytics through dashboard displays or other visual elements
Question 2: Why does my business need CRM software?
Prioritize the right features and functions for you
The truth is, not every feature offered by a CRM is going to be something you need or would use. You may have already started prioritizing which features listed above are important to your business, and which aren’t.
When comparing feature sets and functionality, you can spend endless time doing online research, cross-referencing where different CRM systems edge out their competitors. The more you can narrow down the specific features that would matter most to your business, the quicker you will be able to start narrowing down different providers.
What should I look for in HVAC software?
At this point, you’re not looking for the best CRM as much as you’re looking for the best CRM for your business. So, what are the main problems you are trying to solve by investing in a CRM? That’s where you should focus.
For example, would your employees be better served by a desktop system (that runs on a single computer), a client or server system (with a central database, accessible from users’ devices), or a cloud-based system (hosted by a third-party provider and accessible anywhere via a connected device)? Cloud-based systems are increasingly popular for their versatility and availability, and make a lot of sense when you consider the on-the-go nature of HVAC work.
Once you know the main feature set you’re looking for, you can sometimes find free HVAC software for small business.
Question 3: Which CRM is right for my business?
Consider the day-to-day use cases and identify potential gaps
If you have answers to Questions 1 and 2, you’re ready to start narrowing the field and making a selection. You can get a lot of the necessary information from different CRM providers’ websites, but you shouldn’t stop there.
Here are a few tips to help you make your final decision:
- Look for unbiased reviews and product comparisons online. You can start by heading to Google and typing in something like best CRM systems. You’ll likely notice the first handful of results will be labeled as ads—scroll past these to find reviews and comparisons that are not just marketing material from one potential provider.
Some websites you might look to for product comparison include PC Mag, Software Advice, and Capterra. If you’re able to narrow your options down to just a couple, then, you can often find more in-depth comparisons by searching for those two providers (for example, searching fieldedge vs servicetitan).
- Keep simplicity in mind. You likely won’t use every single feature offered by any particular CRM system, so it’s best if you can put your blinders on and stay focused on the features you’ll use on a daily basis. Are there specific processes that drive your technicians crazy? Evaluate CRM systems by their capability to remedy common frustrations your team experiences.
- Learn what integrations are possible. Technology overload is real, so the last thing you want to do is make CRM adoption one more technology platform employees have to use to do their job. You may, for example, have certain software products you aren’t looking to upgrade or change. This is where understanding different CRMs’ integration capabilities can become a differentiator. If you are attached to your current HVAC appointment scheduling software or HVAC invoice software, you’ll want to find a CRM platform that will integrate with them.
In order to make sure your CRM will work well with existing processes and systems you’re not looking to change, you’ll want to research how different CRM systems handle integrations. Some common integrations include email marketing, accounting, helpdesk, social media, scheduling, and ecommerce.
CRM + CCSS Indy = better customer relationships
Pairing the right CRM system with the right ERP solution (like our Acumatica platform) takes your customer understanding to a new level. When these systems are integrated, key information is more easily accessible so that your technicians can spend less time at a computer (or other screen/device) and more time getting out to your customers and getting their systems up and running.
You can see how these systems work together and share vital information below:
We offer a number of services that can help you select and implement the best solution for your business, including business process review, technology consulting, custom software development, and data mining, migration, and management. Reach out to us today to learn more.