Customer relations software required

[iiplumbing]

Work has been going well lately but I am reaching the point when I need to streamline my operation to get organised better.

I have identified that I am in need of some customer relations management software.

It needs to be cost effective, operable on the road, i.e. customer rings and as I take the details (on a tablet or ithingy or smartwarethingy etc.) it creates a customer records that I can then convert to a calendar event (having view my live electronic diary/calendar as part of the same software) and after having booked the job/event, when I do the job convert the enquiry into an invoice.

In the background, I will need a database of costed parts to import into my invoice and a separate list or lists of things to do (phone calls to make, parts to buy etc) that will remain on the to do list until done or cancelled i.e. not a list on a day on the calendar.

Each invoice will need its own invoice number and be then exportable/importable to my accounts for tax purposes
The customer enquiry/job/invoice system needs to be able to record type of job, source of enquiry and other tracking/analysis type of information from which I can then produce marketing information etc.

The whole lot needs to be single input, i.e. once the customer details are in I can send the important/relevant info to the next stage from one device or other

I will need manually adjustable fields to allow for unusual information which may become relevant
Anyone know of and software already in use that does this or anyone who knows of someone who can produce such software and support it?

Answers on a post card please..........

Cheers

Russ

 

[Rickster123]

Blimey I get stressed just trying to decide which cafe to eat at each day! The company I'm at use these http://www.proteansoftware.co.uk/
Seems to work quite well but it doesn't come cheap.

 

[TomLane]

This is foolproof for me!

Sometimes I think these things can be overly & unnecessarily complicated.

I agree & understand that it does work effectively in certain circumstances but for a self employed tradesman, is there really any need for all this software to do this & that?!?

It just means more computer work to keep up with, whereas a pen & paper method can be adjusted to suit at a moments notice. What if the program fails, computer fails etc, all your hard work is lost!

Just my opinion for what it's worth.

 

[Ermintrude]

Use google. Callander and databases all in the cloud. Diary sync with android and apple. When your in a job u can either note down or dictate to ur phone and it stores it against job, u set up database as u need on docs and drive. The stuff u pay for has too many perimeters and bugs. Only worth it if u have 50+ and buying the PDA it's designed for. Tried lots and lots of them. Google updates quickly and for free. Ur office can change ur job , u get a notification on phone and your off. It even links to google maps for sat nav and street view ... When ur lost .

 

[solutions]

Use google. Callander and databases all in the cloud. Diary sync with android and apple. When your in a job u can either note down or dictate to ur phone and it stores it against job, u set up database as u need on docs and drive. The stuff u pay for has too many perimeters and bugs. Only worth it if u have 50+ and buying the PDA it's designed for. Tried lots and lots of them. Google updates quickly and for free. Ur office can change ur job , u get a notification on phone and your off. It even links to google maps for sat nav and street view ... When ur lost .

Thats what I do to. Looked at software by several companies that did what OP wants in one way or another some of them even isuued safety certs but the cost was preventative for a business of my size.

 

[iiplumbing]

This is foolproof for me!

Sometimes I think these things can be overly & unnecessarily complicated.

I agree & understand that it does work effectively in certain circumstances but for a self employed tradesman, is there really any need for all this software to do this & that?!?

It just means more computer work to keep up with, whereas a pen & paper method can be adjusted to suit at a moments notice. What if the program fails, computer fails etc, all your hard work is lost!

Just my opinion for what it's worth.

This is not fool proof for me and is causing me to not work efficiently.

Also guys, see the bigger picture, the marketing for future business, the customer relations developed and enhanced, business productivity improved and more time off for me.......

 

[Gray0689]

This is not fool proof for me and is causing me to not work efficiently.

Also guys, see the bigger picture, the marketing for future business, the customer relations developed and enhanced, business productivity improved and more time off for me.......

If you have a good sized business with multiple workforce then it will be cost effective in long run to get one as a package But will cost a lot

 

[iiplumbing]

If you have a good sized business with multiple workforce then it will be cost effective in long run to get one as a package But will cost a lot

That's what I need to investigate but you cant exclude something good because it may cost a lot!

In fact if you analyse it and understand the expensive stuff, it can give you a good base upon which to evaluate the cheaper stuff

 

[solutions]

Check out these guys they where who I was looking in to when reconsidering the same as you. Commusoft. here is the list of features they sent me in my quote email.
Full customer database including support for managing estate agents, contracts and tenant addresses,
Appliance management - allows you to store boiler makes, models, serial numbers etc against an address
Yearly service reminders and mail-merge
Job management
Invoicing
Payment Tracking
Debtors and Sales reports

 

[oz-plumber]

Get a secretary or PA.

I don't have one - but a couple of my plumbing friends do.
It may take some time for them to learn the ropes, but when they do - understand plumbing issues- they can be awfully efficient and helpful.

The only problem with that is you begin to lose your identity in the business with your customers.

 

[Ray Stafford]

What you are describing goes way beyond CRM. You are describing a mini enterprise management system.

Just a word of warning over the "costed database" of parts. If you don't maintain that 100% accurately, its more trouble than its worth.

And that is a much harder job than you think. We employ 3 people whose FULL TIME JOB is to maintain data on about 8,000 stock lines.

At some point, someone will tell you "oh, you just upload a spreadsheet from your supplier" - Well, maybe. Really simple things like units of measure can drive you nuts, to say nothing of multiple suppliers.

We have been asked hundreds of times to do this for customers over the years, and I only know two who are still updating it a year later.

 

[iiplumbing]

Check out these guys they where who I was looking in to when reconsidering the same as you. Commusoft. here is the list of features they sent me in my quote email.
Full customer database including support for managing estate agents, contracts and tenant addresses,
Appliance management - allows you to store boiler makes, models, serial numbers etc against an address
Yearly service reminders and mail-merge
Job management
Invoicing
Payment Tracking
Debtors and Sales reports

Thanks for that it looks ok.

How much did they quote you for that amount of stuff?

Russ

 

[solutions]

Thanks for that it looks ok.

How much did they quote you for that amount of stuff?

Russ

Here is a section of the email quote. The software is modular and you pay for each function you need and will use and however many users have access to it. Call them they will send you a quote after discussing your needs. Then they give you a free link that allows you to evaluate the features you have chosen for a set time. I never actually tried it as the price was just a little too much at the time.

The price based on up to 1 users/engineers and the above software. Note CommuSoft include both users and engineers (who may or may not login) in the price calculation.
Basic Price£19.00
Jobs/Invoicing£5.00
Diary£5.00
Gas Certificates£5.00
Android app1£15.00
Total Cost£49.00 + VAT per month. Price is based on a 12 month contract
Optional Extras
Text Messaging10 pence per message
Postcode Lookups10 pence per look up (this look-up facility uses the Royal Mails' postcode database and doesn't apply to searching through your database)
Document Management£5.00 per 500 mb (this is the ability to upload files, pictures and PDF's to CommuSoft - click for more information)
Remember the cost of the software is completely tax deductable, so thats another 20-40% saving!

 

[Ermintrude]

Here is a section of the email quote. The software is modular and you pay for each function you need and will use and however many users have access to it. Call them they will send you a quote after discussing your needs. Then they give you a free link that allows you to evaluate the features you have chosen for a set time. I never actually tried it as the price was just a little too much at the time.

The price based on up to 1 users/engineers and the above software. Note CommuSoft include both users and engineers (who may or may not login) in the price calculation.
Basic Price£19.00
Jobs/Invoicing£5.00
Diary£5.00
Gas Certificates£5.00
Android app1£15.00
Total Cost£49.00 + VAT per month. Price is based on a 12 month contract
Optional Extras
Text Messaging10 pence per message
Postcode Lookups10 pence per look up (this look-up facility uses the Royal Mails' postcode database and doesn't apply to searching through your database)
Document Management£5.00 per 500 mb (this is the ability to upload files, pictures and PDF's to CommuSoft - click for more information)
Remember the cost of the software is completely tax deductable, so thats another 20-40% saving!

With some work u can do all this foc . Post code look up££££ that's free? What about mutipul licences? Ie each fitter . Go to local university it dept, find student I final year doing data management or interface, pay them £££ and get custom made open system.

 

[lame plumber]

only one little issue, if your keeping any customer records on computer you need to sign up with the data protection register and that involves having data protection managers and other annual costs. Its not a problem to anyone, until someone complains and they find out you havent followed the regs and then the penalties are worse than being like J Saville esq!

Hence while I still keep a diary and a pencil alongside me, the batteries never run out either

 

[iiplumbing]

what happens when you run out of lead? (or more correctly graphite) lol

You plumbers have a lot of knowledge of how things can be difficult, which is why I love it here!

Russ

 

[lame plumber]

Annual charge for diary and pencils £5 lot cheaper than your proposed monthly costs.

 

[iiplumbing]

Annual charge for diary and pencils £5 lot cheaper than your proposed monthly costs.

I'm not arguing that your system is cheaper, it is.

I am saying that I need a better system than that and as a business person trying to evaluate what's out there and how much it costs, then compare that to the cost benefit analysis that goes with making a business decision of does the money it costs to have a computer/cloud based system outweigh the benefit of the increased productivity that a system like that can produce (if it actually improves productivity)

There may even be an argument that for fifty squidlies (plus vat) a month is really cheap compared to me sitting down at my computer most nights writing out invoices that if I was working I would be charging £35 per hour

So for two hours a month I would have covered the cost of the system and have more time for BEER, ow man that's another expense I have to factor into the equation, more time for beer = more expense, damn

lol

 

[Gray0689]

I'm not arguing that your system is cheaper, it is.

I am saying that I need a better system than that and as a business person trying to evaluate what's out there and how much it costs, then compare that to the cost benefit analysis that goes with making a business decision of does the money it costs to have a computer/cloud based system outweigh the benefit of the increased productivity that a system like that can produce (if it actually improves productivity)

There may even be an argument that for fifty squidlies (plus vat) a month is really cheap compared to me sitting down at my computer most nights writing out invoices that if I was working I would be charging £35 per hour

So for two hours a month I would have covered the cost of the system and have more time for BEER, ow man that's another expense I have to factor into the equation, more time for beer = more expense, damn

lol

I'm not being funny here mate but did I not pick up you work out of your car and are a one man band
Surely your not that busy doing pricing and invoices ect
Apologias if I picked it up wrong

 

[SimonG]

HWoS do a free app, covers customers, planner and invoicing.

 

[Ermintrude]

Re data protection , your diary is and should be treated exactly same as electronic information. Slightly worse as it has no protection and anyone can access it! Data protection act 1998 doesn't require you to employ anyone, requires you to manage and conserve access to personal data and adheres to about 10 guidelines..... It's simple if you look at it, pretty much same as having a book keeper and an accountant.

 

[basildog]

Do not want to urinate on anyones fireworks but I have been there done it had the t-shirt read the book and seen the film !
At the end of the day every tradesman loves to call himself a businessman but the truth is we do not have a clue in reality .
Ok sounds harsh but is the truth .
My advice is do the work take the money and keep it simple ?
Went to 16 employees all the crap that is involved including pensions a whole new level of ELF AND COMMON SENSE ! Ooops health and safety !
It blows your mind belive me you are in to welfare on site ,CDM regulations , training ,ladder weekly safety records , Appointed persons , it just turns into a complete joke !
As the saying goes sometimes small is best .
Or you choose to do as a mate of mine has done which is ignore all the rules but I could not have slept at night .
Keep it simple and remember never let your wife have a store loyalty card if you are self employed !

 

[lame plumber]

Re data protection , your diary is and should be treated exactly same as electronic information. Slightly worse as it has no protection and anyone can access it! Data protection act 1998 doesn't require you to employ anyone, requires you to manage and conserve access to personal data and adheres to about 10 guidelines..... It's simple if you look at it, pretty much same as having a book keeper and an accountant.

I didnt say you have to employ anyone as such but someone, ie you has to take on yet another role as the data protection manager/responsible person. Additionally there are 8 salient areas you have to comply with, having done this role, and isnt like having a book keeper to the bset of my simple memory, more of another paperwork and box ticking role to comply, and another cost to pay for.

and like basil the dog, when i was running 200 plus employees and 500 school kids there wasnt enough time to do my primary role let alone all the secondary roles I had, just me and a van is sooooooooo relaxing in comparison 🙂

 

[Ermintrude]

I didnt say you have to employ anyone as such but someone, ie you has to take on yet another role as the data protection manager/responsible person. Additionally there are 8 salient areas you have to comply with, having done this role, and isnt like having a book keeper to the bset of my simple memory, more of another paperwork and box ticking role to comply, and another cost to pay for.

and like basil the dog, when i was running 200 plus employees and 500 school kids there wasnt enough time to do my primary role let alone all the secondary roles I had, just me and a van is sooooooooo relaxing in comparison 🙂

I know oh so well. Before I was a plumber I was a project manager for some big boys. Jarvis , Carillon, grantside, halls. My last major job was in 100 of millions. No stress now. Money is bit lower but I choose what happens when. If I don't like a job only on site for a week tops not three years!

http://www.quorumbusinesspark.co.uk/

 

[iiplumbing]

Jesus ppl

i only want to know if there is a CRM system out there that makes MY life a bit easier, not every other ******

please keep on topic

if there's no system out there I'm actually perfectly capable of creating one myself, just wanted to know if I could save some time and pay a couple of groats to someone else who had already done it

my time with my family in the evenings is so presious to me that if I can save on just doing ONE invoice and it costs me £50 a month that's good for me. If I can get it for £25 a month even better so just stop arguing about data protection and all the other S*** and just keep on topic and answer the question

won't even ask you about marketing potential from the database because you mostly seem to think that and quids paid wont be worth the time but that's my call not yours

im a big boy you know

 

[solutions]

Jesus ppl

i only want to know if there is a CRM system out there that makes MY life a bit easier, not every other fookers

please keep on topic

if there's no system out there I'm actually perfectly capable of creating one myself, just wanted to know if I could save some time and pay a couple of groats to someone else who had already done it

my time with my family in the evenings is so presious to me that if I can save on just doing ONE invoice and it costs me £50 a month that's good for me. If I can get it for £25 a month even better so just stop arguing about data protection and all the other Shoite and just keep on topic and answer the question

won't even ask you about marketing potential from the database because you mostly seem to think that and quids paid wont be worth the time but that's my call not yours

im a big boy you know

The commusoft service I mentioned earlier has the facility to remind you and the customers in the database of services or cert renewals as they become due. If you want those sent as text messages then there text message fees apply but I think you can opt to email reminders or print snail mail letter reminders. Given that there service is cloud based I was apprehensive of becoming too reliant on such a service because they hold your customer data but I think you can download and keep back ups of much of the information. I had been meaning to investigate if there was any open source software that might be made to fulfill a similar role. If I had the knowledge or new people that did I would commission the software providing I could afford it as has been suggested.

 

[TomLane]

Easy pal, you asked for advice, & were given it! So just because it didn't suit the response you wanted doesn't mean you have to get abusive!

From what I can see, the advice you've been given is that it can be time consuming & expensive for a self-employed person working on average now where near as many jobs annually as bigger firms to justify the expense.

Personally, as much as you say it would give you benefits of extra time with family etc, I can't see how it would make a business such a self-employed plumber run more efficiently!