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Paul Hines, says a software solution made his business run efficiently: “Before we used Business Pilot, I’d say we were working hard rather than working smart.” Hines is MD of Progress Windows, Roofline and Conservatories.

He continues: “The challenge for any double-glazing company is its communication – for us this used to be phone calls answering questions such as ‘what time is the rep coming around or ‘when will the survey be? Followed by ‘what stage is this job at?’ as we got further down the line.”

According to Hines, managing that process using a manual system had become almost unmanageable – and that had an impact on the customer experience.. He says: “People’s expectations are higher these days – customers expect to be looked after and kept informed.

“What we needed was automation.”

Taking on more

Hines adds: “Since moving to Business Pilot to manage our internal processes and our relationship with customers, we’ve ultimately been able to take on more work, as it is a lot more automated, more predictable, more systematic and more processed. That technology simply allows you to spread your net further. We have taken on more clients because we now have a system to deal with them.”

Contact points

With Business Pilot there are contact points at every stage along the quoting, buying and installation journey. For example, once a potential customer is entered into the system, they will get an automatic email to say ‘thank you’ and to give details of the next step, which is to set up a meeting with the representative.

Hines says: “From stage one we take the order, allocate the materials, appoint an installer and establish a date. Everyone that has access to the system knows where the job is at – and so does the customer. And then of course, once the job is completed, the system helps us ensure we follow up with satisfaction surveys and other contacts wo we stay in the customer’s mind when they want the next job doing – or when they recommend us to friends and neighbours.

“Business Pilot has changed my business, and our customer feedback proves it. If you want to improve your business with the use of a CRM system, then go for it. You won't regret it. “

Picture: Business Pilot software has helped the growth of Progress Windows, Roofline and Conservatories.

www.businesspilot.co.uk

www.progresswindows.com

Article written by Cathryn Ellis
17th January 2024

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