Are your customers ‘technically challenged’?

I have commented in the past about the wealth of modern technology that is available to the industry, thanks to the latest software systems that are designed to introduce much greater efficiencies into day to day business operations.

And from all the manufacturing facilities and supply hubs that I have visited over the years, I would say that the majority of forward-thinking fabricators, hardware brands, glass companies and other organisations higher up the supply chain have been eager to embrace such technology.

But it would seem that there is still some reluctance to use modern software solutions at the coal face of the industry, even when its sole purpose is to make life easier and businesses more profitable.

I’m talking about offerings from the likes of Business Pilot, AdminBase, Tommy Trinder, Product Software Technology, Touch – and more besides – that can help to win sales by engaging with end users, make the whole process of ordering and receiving product easier and more efficient and, essentially, take the guess work out of running an installation firm.

But according to Glass Times regular columnist, Danny Williams – the managing director of Essex based fabricator, Pioneer Trading – a large proportion of his installer customers simply don’t want to know.

And it’s not because they are technophobes, indeed he adds that they are all very willing to use their smart phone apps, but just not for work purposes.

A great example of this misuse of technology, is scribbling down the dimensions of a job they’ve just quoted for on a piece of paper, and then sending a photo of that to the office via WhatsApp. At least they’ve moved on from a fax machine…

Danny, for his part, is preparing Pioneer for a roll out of the Touch system from Business Micros and will be promoting the benefits of this to customers in due course.

Just how many will run with it, remains to be seen, but as Danny quite rightly says “the potential that this bunch have in their hands, is extraordinary’.

You can read more on Danny’s thoughts on the technology available to installers, in the September issue of Glass Times.