Bringing a time-tested HVAC business into the 21st century
One of the services our team at Stackfound provides is to help businesses transition smoothly to modern, efficient CRM platforms. These businesses are often slammed with work and don’t have the internal resources to commit to getting up and running on a new software platform. Recently, we had the pleasure of assisting Devard's Heat, Air, Electric, and Plumbing in a significant data migration project.
This project involved transferring over 200,000 business records from their legacy CRM system, GoldMine, which they had been using since the 90s, to the Housecall Pro (HCP) platform. Here’s how we made it happen:
Entering the Matrix: Decoding the Legacy System
Our first step was to thoroughly understand how Devard's utilized their existing CRM. Over decades of use, their team had developed some creative data entry and storage methods, complete with a healthy dose of the newcomer’s kryptonite - acronyms. After we acquired the decoder ring and unwound our brains from the pretzel they were in we could successfully understand their data. This step was crucial to ensure that we could copy their existing data into the right place in their new system.
Crafting Custom Migration Scripts
Once we had a firm grasp on the existing data structure, our team developed custom scripts designed to migrate the data from GoldMine into Housecall Pro. Our scripts used Housecall Pro’s API to upload the records into their account. We also took advantage of the opportunity to convert many of their cryptic acronym-laden records to human-readable form. Part of smooth operations is reducing the training time required for new employees, and we’ve found from personal experience that eliminating a few acronyms can go a long way toward this end. We then migrated a sampling of test records to verify the accuracy and completeness of the data transfer and to make sure that everything ended up in the right place.
Comprehensive Employee Training
A successful migration is only as good as the ability of the team to use the new system effectively. We conducted thorough training sessions for Devard's employees, teaching them to leverage Housecall Pro to streamline various aspects of their operations. This included:
Scheduling and Dispatching: Housecall Pro offers a user-friendly interface for managing appointments and dispatching technicians. Employees were trained to use features like drag-and-drop scheduling, GPS tracking for real-time technician locations, and automated job status updates. This allows for efficient routing, reduced travel time, and improved response times to customer requests.
Payments and Invoicing: We guided the Devard's team on using Housecall Pro's integrated invoicing and payment processing system. This includes generating professional invoices and sending them directly to customers via email, and offering multiple payment options, such as credit card processing and ACH transfers. The automated reminders and follow-ups ensure timely payments, improving cash flow. Technicians are also able to take payment using the HCP mobile app directly in the field.
Estimates and Service Plans: Housecall Pro enables the creation of detailed, itemized estimates that can be sent to customers for approval with just a few clicks. Devard’s technicians can use templates for common services, making it quick and easy to provide accurate estimates. Additionally, we showed them how to manage their recurring service plans on Housecall Pro, which will automatically notify customers when their annual renewal is coming up and offer them an easy way to renew online.
Marketing Workflows: Enhancing marketing efforts are crucial for customer retention and acquisition. Housecall Pro's built-in marketing tools allow for automated email campaigns, online booking, and customer review requests. We demonstrated how to set up and track these campaigns, ensuring Devard's can maintain a strong online presence and engage with customers effectively. The platform also integrates with social media and other marketing channels, enabling targeted promotions and special offers.
Customer Communication and Management: Effective communication is key to customer satisfaction. Housecall Pro's CRM capabilities include comprehensive customer profiles, where contact information, service history, and preferences are stored. Employees learned to use the platform's communication tools to send appointment reminders, follow-up messages, and service notifications. This ensures customers are always informed and engaged, enhancing their overall experience with Devard's services.
Final Migration and Ongoing Support
After thorough testing and training, we completed the full data migration, allowing Devard's to go live on Housecall Pro. Then for the next three months our team provided ongoing assistance, answering questions quickly and making bulk adjustments to the data as needed to ensure a smooth transition and optimal use of the new system.
A Fresh Online Presence
In addition to the CRM migration, we also revamped Devard's website. The new site is designed to enhance customer engagement by allowing users to schedule appointments and chat directly with the dispatch team. This new online presence not only modernizes their brand but also makes it easier for customers to access their services.
The Results
The migration to Housecall Pro has empowered Devard's Heat, Air, Electric, and Plumbing with a modern, efficient platform that enhances their operational capabilities. The streamlined processes, improved customer management, and enhanced online presence have set them up for continued success.
At Stackfound, we're thrilled to have been part of this transformative journey for Devard's. Our expertise in CRM migrations and dedication to customer success ensures that businesses like Devard's can thrive in today's competitive landscape.
Ready to Transform Your Business?
If you're looking to upgrade your CRM and streamline your operations, Stackfound is here to help. Contact us today for a free consultation and see how we can help your business achieve its goals.