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Revenue
growth comes from new business, and in the contractor
services industry the best source of new business is
referrals and repeat customers. Keeping in touch with
customers and providing prompt responses to inquiries
can be a challenge, especially as business grows and
there is less time for one to one customer contact.
Good systems will leverage existing
resources and actually improve customer contact, thereby
enhancing the customer's experience dealing with your
business. Chronicle users
in the disaster restoration business have found that
having an integrated system that includes customer relationship
management capabilities allows for more proactive and
responsive handling of customers and insurance adjusters.
Karen Dehart of Lemon Grove, CA tells of how their customers
have been pleased with the level of follow up and timeliness
with which issues are dispatched since Chronicle
was installed. "In the past, we worked very hard
to please the customer and the adjuster both. In this
business rapid response is a necessity if we hope to
retain the adjusters and earn customer referrals. With
Chronicle we are able to provide a level
of service that is unmatched by our competitors, hands
down. Our referral rate has steadily increased in the
past several months, and we have found increases in
job volume from our adjusters".
Chronicle delivers
information to the desktops of your staff that is always
current, making it possible to provide accurate and
timely responses to your customers. The communication
log serves as a complete history of all correspondence,
including e-mails, letters and even notations of phone
conversations. A key component of the Chronicle
functionality is the document management system, which
creates an on line library of every document related
to a job, even those that need to be scanned. Finally,
every job maintains a list of assigned vendors so that
contact with the field is not slowed. We all expect
to receive the highest level of service imaginable,
although few companies can truly deliver. With Chronicle,
it is possible.
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