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24 April 2020

Take Control with simPRO: Optimise Customer Communications - Webinar recap

Learning Implementation | 5 minute read

simPRO has launched the Take Control with simPRO series of webinars, focusing around optimising what you do as a business and how you can make use of the simPRO tools and features available.

The first in the series concentrated on how you can optimise your customer communications through simPRO. You may be used to communicating with your customers regularly, however now, more than ever it is vital that the channel of communication stays wide open.

In this session we went into detail about how simPRO's communication features can help you keep your customers up to date during a crisis.

Topics covered included:

  • What are notifications and how you can use them
  • Using tags, profiles and groups for Identifying and Filtering
  • How to take advantage of SMS features
  • How Voice Over Internet Protocol (VoIP) can help you avoid missing calls
  • Zapier integrations

Let's take each in turn and go through how these key features can help you communicate more effectively with your customers. We have added links to our Learning Toolbox for our customers to find further information on each topic - keep an eye out for these icons.

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Now is not the time to hold back information from your customers. Keep them up to date on job status or any changes you may have to make. Notifications in simPRO can be used to send an email and/or SMS message when certain workflow requirements have been met. For example, this could be to notify a customer that a job has been put on hold.

Scheduled notifications are a great way to remind customers and let them know work is still going ahead or when field staff are their way. You can also define on your customer cards their preferred notification method, allowing you to tailor the way you contact the customer to their needs.

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Top Tip: Send notification emails from an address that can be replied to!

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Tags, profiles and groups for identifying and filtering

Using filters and tags can be a great way to identify your customers as well as their job status. Filters such as groups, profiles or tags can be particularly helpful when you want to identify customers under a specific category such as those who are self isolating or those businesses that are partially operational.

Once you have assigned tags, groups and profiles to your customers, you can then use them to filter your customer list. Then, by using your advanced search, you can identify those customers who may be classified as vulnerable. You can also create an email for this list and advise them on how you will be able to help change or amend arrangements during isolation.

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Top Tip: Export your customers to update them in bulk with the relevant filters.

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As well as sending an SMS for notifications as mentioned above, you can also use SMS for instant updates delivered directly to your customers. From your schedule in simPRO, you can pick and choose which jobs to send an SMS. For example, booking confirmations and reminders for jobs you are still able to carry out. These can be sent out automatically, however you may want to send an ad hoc message to notify a customer has been put on hold. You can also send an SMS via your utilities menu giving you the flexibility to send one off messages when a job has already been put on hold as you won't have access via the schedule.

Don’t have access to SMS? Why not get in touch and see how we can help.

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Top Tip: Use SMS for instant updates and last minute changes.

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During times when staff are working from home without reliable mobile coverage, using aVoIP system is a great way to keep connected. VoIP is a remote softphone that works through your server and your PC, allowing you to make and receive calls through the internet from anywhere.

Integrating your VoIP system into simPRO means you can make calls directly from your build to your customers with one click taking away the need for scrolling, dialing or searching for numbers. Having the functionality to transfer calls between your colleagues gives your staff the seamless communication you get from working together in the office. It also provides your customers the consistent service they are used to - even if your staff are in the kitchen, on the sofa or calling from a bedroom!

You will require a VoIP provider to set this up within simPRO.

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Top tip: Great for when staff are working from home!

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Zapier Integrations

simPRO has an integration with Zapier which allows you to connect simPRO to over 1,500+ apps including business tools that help you automate those repetitive day to day tasks. Apps such as marketing automation software, MailChimp and the online survey platform SurveyMonkey are great ways to keep in touch with your customers, especially during the COVID-19 crisis.

MailChimp allows you to pull customer emails from simPRO directly into MailChimp, saving you time especially when you have an important or urgent update you need to your customers. To go with our Zapier integration we have also launched some pre-built ‘Zap Templates’ to get you started.

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Top Tip: Check out the latest templates for simPRO + Zapier

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Communicating with customers during a crisis is vital, as keeping them in the know at all times will prevent any confusion or upset especially if appointments need to change. We hope this article has helped you understand how simPRO can help you manage your customer communications. We also have some great hints and tips in our blog Communicating with field service customers which you can read at your leisure.

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