AdminBase has further extended the functionality of ‘Britain’s most popular installer management system’ by adding a new feature that allows retail customers to literally help themselves. The new portal is offered to all new and existing users of the web-based version of AdminBase, at no additional cost, from the beginning of May.
By allowing customers to log in, track their order and carry out other key tasks for themselves, installers can free-up busy personnel for other tasks. The aim is to make customers happier, allowing them to enjoy an immediate response at any time of day or night. Installers can reduce costs while improving customer satisfaction ratings. Another win-win from AdminBase.
Customer service expectations have grown dramatically in recent years, as have frustrations with what can be regarded as archaic customer service: call queues and repeated messages. Now, window, door and conservatory installers can offer Amazon-style self-service facilities with AdminBase’ new feature. Easily added to and accessed through existing websites, homeowners can check the progress of their order as often as they wish and at a time to suit them.
Customers may also confirm survey and installation appointments using this feature, and, when their installation is complete, raise a service call for any post-installation snagging that may be required. Crucially, customers may also settle invoices through the facility, again providing convenience for the homeowner and saving time and effort for both customer and installer.
Installers control all information that is available through the portal. Once activated, all data is updated automatically as projects are progressed through AdminBase.
The self-service portal is expected to positively impact customer satisfaction as well as installer efficiency and cost reductions, in a similar way to the positive impact of AdminBase’s automated customer communications system, which sends SMS or email messages to customers at each stage of an order. Users of the comms system have reported significant reductions in administrator staffing levels as a result of customers being proactively and automatically updated about their orders. The new self-service portal is expected to have a similarly dramatic effect.
For more information, visit www.abinitiosoftware.co.uk.
