Almost all of our clients use service reminders. They are critical to most clients businesses as they help to generate regular income and help to build a relationship with customers. When we were looking to rebuild this critical feature we wanted to look at what problems our clients were having. We wanted to keep the reminder system simple while at the same time reducing the administrative burden of managing service reminders.
We realised there were a few key things that were taking up a lot of time.
Remembering to send the reminders in the first place
We’re all busy, but we were finding even though sending reminders generated business for clients, often we found small companies were just forgetting or putting off sending them. This was often because there was no specific person responsible for doing this, office staff get busy and forget and owners/managers are so distracted managing engineers and day to day work that they also forget.
This was a serious shame as small businesses shouldn’t be wasting any opportunity, especially one that will generate them work and keep them in their customers minds for when larger jobs come along.
Our first task was to therefore automate the process. We wanted to automatically send service reminders to customers.
In the previous system Commusoft required you to click into the reminders section and click to send the reminders. That’s all changed. Now all you have to do is sit back and let the system do the hard work. 2 weeks before the service is due Commusoft will automatically send service reminders to customers, an SMS, email or letter. When you login in the morning you’ll have a notification waiting for you telling you how many SMS, emails or letters have been sent. It’s as simple as that. The letter PDF is attached to the notification, so all you need to do is hit print.
Now onto the second problem, printing is a waste of time. If you’re a lucky enough to already be emailing most of your service reminders, then great, you’re not wasting paper and time stuffing envelopes. However, most of the time you’ll have some letters to send.
Commusoft have extended our print and post service to service reminders. This fantastic improvement means we’ll now print and post your service letters for you. That means no printing, no envelopes, no stuffing envelopes and no more stamps. Commusoft will send you the normal notification but instead of attaching a PDF with letters, we’ll just inform you that we’ve successfully posted the letters for you.
Now there is no excuse not to send your reminders, complete more jobs and build better relationships with your customers.
After making office staff lives easier, we moved onto helping electrical companies
While Commusoft have always done service reminders, they have been all yearly reminders for things like Boiler services and Gas safety certificates. After speaking to a number of clients we realised that electrical companies were crying out for a similar solution but instead of yearly reminders they needed 6 monthly and 2 yearly reminders.
We therefore are introducing with the new Commusoft upgrade a number of new options when sending reminders. Send monthly, quarterly, 6 monthly, yearly, 2 yearly and 5 yearly reminders. Commusoft handle them in exactly the same way so all you or your office team need to worry about is logging into Commusoft in the morning and reading your notification.
When you want to provide that personal touch - phone reminders are all part of Commusofts’ service reminder software system
We love to chat to clients, learn about how they’re running their business and what problems they’re experiencing. We realised that a number of clients didn’t want to send sms, emails or letters as they were focused on customer experience and winning these service jobs, that they felt the best most effective way of reminding customers was to ring them.
As part of the Commusoft upgrade we’ve added the ability to track phone calls. Now you can set a customer to receive a phone call instead of (or as well as) an sms, email or letter. Commusoft will then display a list of phone calls you need to make and provide you with tools to make managing this process easy.
Contacting work addresses (tenants) and arranging access
Arranging access is frustrating. Emailing, ringing or writing letters to work addresses (tenants) is a huge burden on the office. Thankfully Commusoft have automated this process too!
Once you’ve had confirmation from the landlord/estate agent it’s time to contact the work address. Simply mark the service as authorised and Commusoft will send an sms, email or letter. Commusoft will then send follow-up chaser communications if they don’t respond/contact you to book in the job. If after ten days (this is customisable) they don’t reply, an automated email can be sent to the landlord/agent. This simple automated process reduces the administration and frees up your team to work on building and improving customer relationships.