CRM for The Service Industry

Field Service CRM will improve efficiency and enhance customer relationships.

Field service companies have unique needs where the speed of service and customer satisfaction is essential for the ultimate customer experience. Field service management assigns work orders, schedules, and dispatches workers or contractors to specific locations. These workers sell, install, and repair equipment while overseeing field operations.

C2CRM Benefits for Service Businesses

Assign Work Orders

Schedule & Dispatch Jobs

Route Planning with Geo Mapping

Text Messaging

Real-time Customer Information

Inventory Management

Project Management

C2CRM Highlights for Service Businesses

Schedule & Dispatch Jobs

C2CRM provides scheduling and dispatching of field personnel to support your customers.  Our internal scheduling calendar has the ability to view everyone’s availability for jobs. This allows field technicians to be dispatched based on their availability. 

Mobility

The powerful C2CRM mobile app (Apple & Android supported) has the same functionality as the desktop.  Our CRM mobile app gives you the ability to create and access all the data you need to perform your field functions.

While at your customer’s site, your field personnel can use their mobile device (smartphone or tablet) to access and modify job records. All saved entries can be immediately viewed by other team members. It’s like bringing your office PC into the field.

Geo Mapping Capability

C2CRM has a built-in Google maps integration for optimized routing for site visits. Our CRM mapping gives a better visual experience of your accounts and provides step-by-step driving instructions.

Need to visit more than one customer on your trip? No problem. C2CRM has the ability to efficiently route up to 10 locations in a single route. This capability syncs to the C2CRM mobile app, allowing a smooth transition from the desktop to your mobile device.

Marketing Automation

C2CRM’s automated message broadcasting system uses email templates and SMS texting options. Schedule your messages automatically at a specific date and time or via drip campaigns with the software’s native marketing features. Plus, generate prospects to call on while visiting customers. Keeping your technicians, marketing, and sales teams working together.

Texting Capabilities

Text your customers and prospects in the desktop software and capture the entire interaction. You can send an SMS text message as a one-off to an individual or send a text blast to a filtered list of contacts. These texts can be scheduled or send them out at scheduled intervals in a drip campaign.

Read a Case Study on how C2CRM helped BWS incorporate texting into their sales process.

Integrated Ticketing System

Your sales and service calls can be tied into our customer support ticketing system. While at the site, service personnel can access an open ticket, input the pertinent data and notes, and close it once the job finishes.

All users will have access to customer warranty, RMA, and product inventory information. Plus, a built-in knowledge base system. Billable hours can be calculated and invoices created.

Our CRM platform allows the tech to generate and record any upselling of products and services while they are with the customer. It’s one-stop shopping!

Track the Location of Company Equipment

With C2CRM’s geo-mapping capability (via our integration with Google Maps), your field personnel can manage the asset inventory on-site for each customer and their location. Before each day’s set of scheduled visits, the system can identify & organize all the key asset information for each geographical location. You will have a comprehensive map pinpointing all the locations as well as step-by-step directions to visit them.

Integrated Document Management

C2CRM allows you to create and access documents needed for on-site service calls. You can also search for all documents via an intuitive filtering tool. This feature is within our CRM system on both the desktop and mobile platforms.

Build a comprehensive view of your customer’s requirements. Examples include uploading pictures from your mobile app and downloading data in real-time on your desktop.

Workflow Automation

Workflow business rules automate and streamline your businesses processes. C2CRM can send out email notifications for new appointments and create new job records. Fields on forms can be modified based on configured conditions and triggers.

Our CRM solution is flexible enough to automate information flow and minimize human error. Whether in the office or on a call.

Project Management

C2CRM has a project management system within our customer service module. If a particular job requires a multi-step process that needs to be tracked closely to its conclusion, the project management module is the ideal module to facilitate it. Each team member can assign tasks and monitor milestones. KPIs with step-by-step instructions ensure every project is complete.

Systems Integration

Need information to assist you in your service call? C2CRM’s API allows effortless communication with your other backend systems.

Pull in asset information, past sales, and financial information. And push pertinent customer data downstream to create orders and invoices. The triggers for these transactions are also included within the C2CRM mobile app.