81% of installers still not using CRM

The inaugural UK Window & Door Installer Report from Business Pilot, unveiled at last week’s FIT Show, has revealed a striking gap in technology adoption across the UK installation sector, with 81% of window and door installers not using a CRM system to manage their businesses.

Drawing on five years of data from the monthly Business Pilot Barometer, the report offers an in-depth analysis of key market trends and provides valuable insights for the retail installation market. The headline takeaway? While the sector has become more professionalised, many companies are still missing out on the operational and customer service benefits that digital tools offer.

The report shows that between 2019 and 2024, average sales dropped by 21% and leads fell by 26%, mirroring turbulence in the UK housing market due to high mortgage rates, rising energy costs, and affordability challenges. Yet, amid this slowdown, the average order value jumped by 41.4% — suggesting that consumers continue to invest in high-value, lifestyle-led improvements, even as lower-end “distress” purchases decline.

Despite these market shifts, Business Pilot’s research found that only 19.4% of installers currently use a CRM system. Additionally, 66.9% have no design or quoting software, and nearly 28% do not use any form of business management software at all. The most widely used tool is accounting software, with Sage, Xero, and QuickBooks leading the pack.

According to Elton Boocock, managing director at Business Pilot, this lack of digital adoption is a missed opportunity: Installers have faced a tough few years, but the data shows there are clear opportunities for those ready to adapt. By offering this report, we wanted to give installers real-world, actionable insights they can use to strengthen their businesses.”

The report urges installers to take three key actions: invest in digital tools like cloud-based CRMs; offer finance options to capture lower-end market demand; and keep a firm grip on margins through better financial oversight.

With interest rates predicted to ease and the market showing early signs of recovery, Business Pilot argues now is the time for installers to embrace technology and position themselves for growth.

“Technology adoption isn’t just about keeping up; it’s about staying ahead,” added Elton. “At Business Pilot, we’re committed to helping installers not only weather the storm, but thrive, by putting better systems in place.”

To view the UK Window & Door Installer Report, please visit: https://businesspilot.co.uk/whitepaper-download/