Customer expectations are on the rise again. Consumers want convenience with information at their fingertips and more interaction via instant methods like SMS. But do installers need to concern themselves with these trends? Absolutely they do, says Ab Initio’s Rhonda Ridge.

According to Pew Research, 78% of consumers would prefer to communicate with businesses via text message. Perhaps partly because there is far less tolerance nowadays for long winded telephone menu options and extended periods of being ‘on hold’, but partly too, because this is what consumers know best.

If you think about your own experience, when did you last pick up the phone to a taxi company? It’s more likely that you booked it, tracked it, and paid for it online. Similarly, most of us are opting to browse take away menu options, select our cuisine and complete the order online.

We expect a similar service whether we’re sending flowers, ordering clothes, or completing our weekly shop – we want to be in full control of the entire experience from beginning to end. In fact, we don’t just want it, we expect it.

Using SMS is not just beneficial for the consumer either, it’s good for businesses too. Text messages are far more instant than e-mails and even calls. Consumers don’t check their e-mails as often as they look at a notification that pops directly on to their screen from a text message.

And while people are too busy to answer their phones, or are unable to talk, they can often still access their phone to read and reply to a quick text message. In fact, 90% of text messages are read within a few minutes of receipt.

How can installers integrate SMS?

Installers can use SMS to connect with their homeowner customers to capitalise on this trend and improve efficiencies. Rhonda Ridge of Ab Initio, the creators of AdminBase, explains: “Installation businesses are consumer facing enterprises and as such need to keep up with their peers in other sectors.

“With SMS, the preferred method of communication for homeowners, all fitters should now have this tool in their armory. That doesn’t just mean texting their customers every now and then either. For it to work well, the addition of texting needs to make their overall experience smoother, sleeker and above all more convenient. It therefore needs to seamlessly integrate into everything else home improvement companies do. The only way to achieve this properly, is with a comprehensive installer management system.

“AdminBase offers a text messaging service that allows installers to send messages directly from the system,” continues Rhonda. “This means the message is logged on the customer’s record so that any member of the team dealing with that project has access to all the information. It also offers the facility for automatic texts to be sent to remind customers about upcoming appointments. Once the appointment has been confirmed by the customer, the system can make sure it won’t be forgotten.

“The text messaging service in AdminBase complements the system’s customer portal perfectly. The portal lets consumers log in 24 hours a day, seven days a week, to help themselves to updates on their orders.

“The system holds all the information they need on appointments made, progress on the job, and payment status,” explains Rhonda. “They can confirm appointments online, make payments and even when the job is complete, report any service issues that may crop up. They can even attach photos if necessary.”

Designed by installers, for installers

“AdminBase was designed by someone in an installation business, so we understand completely how installers operate, what slows you down day-to-day, and what processes can be streamlined to make your life easier,” concludes Rhonda.

“At the same time, we can see how important it is for installers to communicate with customers online. AdminBase offers an all-encompassing solution for a smoother, sleeker, and more convenient customer experience that not only meets, but exceeds rising consumer expectations.”