Why Restoration Companies Should Invest in a CRM

Last updated: June 27th, 2024


    Customer relationship management (CRM) software for restorers comes in many forms. There are multiple options available that can provide CRM for restoration companies of all sizes. Some software solutions can be more complex and costly, while others are simpler and free, but the key is finding the best fit for a company’s business strategy. The nature of the property restoration industry makes it particularly important when choosing the best CRM. Customer relationships are integral for restoration companies, as they directly affect business profitability.

    CRM for restoration companies should work in ways that boost efficiency and customer satisfaction, which impact business growth. A CRM can help organize customer data, provide insights through data analytics, and streamline sales practices while helping restoration contractors keep all involved parties up to date. A CRM can also help restorers with customers’ insurance companies by documenting and sharing damage swiftly so that assessors can speed up work approvals. Regardless of the type of software a contractor considers, a CRM for restoration companies enhances relationships with customers, which in turn helps projects run more smoothly and keeps customers happy.

    What to Look for in CRM for Restoration Companies

    There are some basic elements that all software supporting CRM for restoration companies should offer. CRM software aids the storage and analysis of customer data to optimize operations, enabling a project manager and others involved to provide information throughout the job’s duration. Using a CRM platform allows restoration contractors to manage customer expectations, deal quickly with crises, and conclude each project satisfactorily.

    Customer satisfaction has always been challenging for those in the construction industry, which is why there’s so much software available that helps contractors with CRM. This is even more important for restoration companies, given the type of work they generally perform. Not only are restorers dealing with the difficulties in planning a restorative construction project, but they often have to handle these situations while working in an area with a recent disaster.

    The stress inherent in any restoration project makes dealing with customers one of the most relevant parts of the job. Clearly and empathetically communicating with customers can be one of the more challenging parts of this kind of work, though it’s often the most rewarding if done well. While poor customer service may very well lead to negative online reviews and a damaged reputation, the opposite can be achieved by putting a solid system to direct CRM in place. For restoration companies, as with other businesses, the customer must be treated with the utmost respect.

    Creating Better Customer Experiences With CRM

    Communication is key to any CRM for restoration companies. This is the case for salespeople, project managers, office staff, field teams, and anyone in the company who interacts with customers. Often potential customers have had very little experience with making insurance claims for their homes, so having someone who can guide them through the process of making an insurance claim won’t just relieve a customer’s stress, it will create an opportunity as well.

    Grateful prospects may not lead directly to a sale, but treating people well, regardless of any benefit to the restorer, can lead to a referral. Oftentimes, it’s just information that customers want. So, when a project manager can explain the details of water-damage remediation or the pros and cons of different types of roofing, it will improve the chance the prospect will choose their company to do the work. Providing relevant and accurate information quickly is key to excellent customer service; a good CRM for restoration companies can help achieve this.

    Some of the more well-crafted CRM software for restoration companies incorporates social media to assist with messaging or sharing stories of completed projects. Seeing photographs of a restoration company’s work on Instagram, Facebook, or other social media apps helps contractors distinguish themselves from competitors. Having a social media facet built into a CRM for restoration companies also opens avenues for sales and marketing teams to engage with new prospects in ways that can expand the business.

    Promote Better Service With CRM

    Focusing on delivering extraordinary service through hiring skilled field teams, expert project management, cutting-edge technology, and adherence to industry standards means nothing if these points aren’t well-communicated to potential customers. A CRM for restoration companies helps deliver services more quickly and efficiently. Often, improving communications is necessary to build customer satisfaction. Using CRM software assists restoration contractors with interacting with customers and keeping them updated on a job’s progression. Quick, concise, and accurate communication builds trust that leads to lasting relationships, which is the whole point of CRM for restoration companies.

    Using CRM Data to Boost Sales

    In any business that’s doing well, it’s easy to get complacent. Yet, due to the industry’s competitiveness, restoration contractors need to ensure they don’t become too relaxed regarding marketing. Just because a restorer has an above-average year doesn’t mean business will be easy next season. Like any other business, restoration contractors must continually adapt and improve. Otherwise, they may miss opportunities that cost their companies market share.  

    A CRM for restoration companies can help with:

    • Building a brand by helping restoration companies communicate in a friendly and empathetic manner to add a personal touch and build loyalty.
    • Collecting unbiased feedback – both negative and positive – so as to continuously improve upon weaknesses while recognizing strengths.
    • Offering a means to book appointments online so customers can arrange times that fit their schedules.
    • Opening up multiple channels for communication via texting, social media phone calls, messaging apps, or email, according to the customer’s preferences.  
    • Speeding response times to show the company prioritizes efficient communication, which is integral in emergency situations after an area-wide disaster.

    In a highly competitive industry such as the restoration sector it’s necessary to stand out from the competition, which is why it’s so important to have a good grasp of CRM. For restoration companies, as with many other businesses, success results from knowing what customers want. This in turn results from gathered data from software that supports CRM for restoration. Companies can as a result use existing relationships with customers to drive referrals, though this can additionally lead to cultivating other beneficial associations as well.   

    Expanding Partnerships With CRM

    Certain jobs require considerably more coordination and cooperation between restoration contractors and their customers than others. A CRM for restoration companies should support relationships not only with customers but also with subcontractors, suppliers and other stakeholders as well. Good CRM software will facilitate communications by capturing contact details for potential partners, while also allowing restorers to keep detailed notes on their interactions with each. 

    Integrating CRM for Restoration Companies 

    For contractors not yet utilizing an overall restoration software platform and who are looking to do so, it’s important to consider how any new platform incorporates CRM. For restoration companies to effectively compete and grow, software must not be static, but rather enable greater flexibility. It must be able to integrate apps seamlessly, so that innovative new software can be easily incorporated into the restorer’s existing systems.

    To make integration easier, software developers use an open API (Application Programming Interface). This allows a CRM for restoration companies to be developed to meet specific needs, by adding only the tools the business needs to best augment relationships. This also enables restoration businesses to more easily scale up their operations when needed, adding tools to help handle an influx of new business.

    Integrating third-party apps into a CRM for restoration companies offers benefits like: 

    • Ability to track vital equipment, field teams, and other assets.
    • Automated workflows that enable more efficient operations.
    • Capabilities to capture and upload photos and videos so as to measure progress.
    • Documentation of damage for assessments and estimates that can be done in the field.
    • Personalizing and automatically sending out thank you notes for those who sign contracts.

    As more advanced apps are developed, contractors can integrate these as well into their CRM. For restoration companies, remaining static means falling behind the competition, so working with leading-edge apps enables businesses to become more agile. Additionally, it helps restoration contractors react to fluctuations in the economy that may require shifting business strategies.

    Albi & CRM for Restoration Companies

    Albi is a software platform made by restorers who know the industry for contractors. The platform comes with an existing CRM for restoration. Companies benefit not only from this inbuilt software, but also from Albi’s open API, which allows restorers to easily scale their operations. To learn more about Albi’s capabilities and how it can fit into your restoration company’s business plans, book a free demo today.

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