Boosting Efficiency: Experts Detail How CRM Is Redefining the Service Provider Industry
In the fast-paced service provider industry, efficiency and accuracy are not just goals—they’re necessities. As president of AdvantaClean and Lightspeed Restoration, I’ve seen how the integration of business operations technology can revolutionize our sector. But why should we care about incorporating this technology into our workflows? The answer is simple: staying competitive and profitable in an increasingly demanding landscape.
Service providers are under immense pressure to meet stringent data collection requirements. In the restoration industry, these are often imposed by insurers and managed repair networks. If it isn’t documented, it didn’t happen. This documentation demand, coupled with operational cost pressures, makes it clear that technology is no longer optional. A study conducted by Formstack and Mantis reveals that inefficiencies in tasks are costing some organizations up to $1.3 million annually, as employees are burdened with non-productive activities. For service providers, adopting technology that integrates data is crucial. Those who fully embrace these tools will not only meet compliance requirements but enhance their entire operation, gaining a significant competitive edge.
Expert Insights: Leveraging Technology to Drive Efficiency and Reduce Costs
To explore how business operations technology can make companies more efficient—helping them meet data collection requirements and save on operational costs—I’ve engaged with leading CRM experts in the field. Their insights shed light on the practical applications of these technologies and provide actionable advice for those looking to gain a competitive advantage in business. Here are the key takeaways from our discussions.
From Manual Reporting to Succinct Documentation
To answer how business operations technology can make companies more efficient, I spoke with experts from Xcelerate, a digital platform for managing restoration projects, about the pivotal role of technology in succinct documentation. Historically, our industry has heavily relied on technicians manually reporting their actions—pressing buttons to document whether tasks were completed. This process, though essential, has often been time-consuming and prone to errors.
With the advent of AI, IoT, and other business operations technology, we are witnessing a transformative shift. These innovations act like assistants, observing the work done and automatically documenting it with precision. This automation frees up technicians to focus more on the actual restoration work and customer interaction, rather than on the administrative burden.
Fragmented Systems to Seamless Communication
A significant challenge in service provider industries is the lack of seamless and secure communication between the various systems used across the value chain. The vast majority of these systems don’t interact efficiently, creating silos that hinder overall productivity and effectiveness.
According to Paul Donald, founder and CEO of Encircle, for our industry to thrive, all players involved need to come together and collaborate. Encircle is a tool that allows insurance professionals and contractors to efficiently capture, document, and share information. Embracing an open ecosystem that fosters innovation, integration, and data sharing within secure channels is essential. By doing so, we can provide easy access to high-integrity data, enabling everyone involved to perform their roles faster and more efficiently.
For us in the restoration industry, this collaboration between adjusters, restorers, software vendors, and carriers ultimately leads to faster claims processing, helping policyholders return to normalcy more quickly after a disaster. Integrating these connected systems is crucial for enhancing efficiency and maintaining high standards.
Onboarding During Peak Seasons
One of our technology partners, KnowHow, emphasized the importance of standardization when it comes to scaling your workforce in times of demand. KnowHow specializes in centralizing company expertise for improved training, onboarding, and project management and believes that a disjointed onboarding process can cause disruptions and lead to more problems down the line. New hires must know what is expected of them and be trained to do their jobs well.
When a big storm hits, many restoration companies get overwhelmed because they can’t onboard new workers fast enough. This challenge can significantly hinder our ability to meet increased demand and maintain service quality.
The Key to Successful Tech Integration
Integrating business operations technology is essential for companies to stay competitive and meet stringent data collection requirements. However, the key to successful tech adoption lies in employee buy-in. Leighton Healey, CEO of KnowHow, emphasizes that it’s not enough to implement cutting-edge tools; leaders must clearly explain the benefits and address any concerns to drive adoption. Empowering champions within the organization to support and train their peers can facilitate smoother transitions. Furthermore, leadership buy-in is crucial. When leaders are fully committed and align technology integration with company goals, it builds trust and encourages widespread acceptance.
By focusing on these aspects, service provider companies can effectively leverage technology to improve their operations, meet compliance requirements, and maintain a competitive edge in an increasingly demanding landscape.
Steve Willis is the president of AdvantaClean and Lightspeed Restoration, both part of the Home Franchise Concepts family of brands. Willis has been involved in the cleaning and restoration industry for more than 30 years and has led several other organizations both in franchising and corporate operations. Willis holds multiple master certifications within the industry and has presented at restoration events around the world.