Make Your CRM Work For You:

Transcription

1 Make Your CRM Work For You: How CRM software can make you more money, transform and streamline your home performance operations, and save you a ton of headaches Date: March 20, 2014 Time: 9:30am- 11am PDT / 12:30pm-2pm EDT

2 Thank you Capitol Circle Sponsors!

3 National association for America s home performance industry

4 Member Benefits Advocacy and Networking National, state & local networking opportunities Support for EF s advocacy on industry growth initiatives Member Education Free access to 15+ live HP success webinars a year Access to the Efficiency First online webinar library BPI CEU opportunities from live webinars & webinar quizzes Business Development Tools For a complete list visit:

5 Member Benefits Direct Benefits and Discounts For a complete list visit:

6 Must Attend ACI Events 2014 ACI National Home Performance Conference & Trade Show Tuesday, April 29, 2014 to Thursday, May 1, 2014 at the Cobo Center in Detroit, MI Efficiency First members get $100 off registration, per attendee! Efficiency First's Industry Leader Forum Monday, April 28, 2014 at the Cobo Center in Detroit, MI Efficiency First members get $50 off registration, per attendee!

7 Upcoming Webinars HVAC to HP: Mining your leads for home performance opportunities Friday, March 28 from 9:30am-11:00am PDT / 12:30-2:00pm EDT

8 Session Objectives On this webinar, panelists will discuss: How to best use CRM tools to efficiently track your job and lead pipeline Best practices for staying on top of your customer interactions and company operations Case studies of companies who have upgraded or enhanced their CRM for better operational efficiency

9 Peter Troast Founder/CEO, Energy Circle Peter Troast leads the Energy Circle team, is a passionate advocate for energy efficiency and drives innovation for both Energy Circle PRO and the growing selection of hand picked products within the Energy Circle store. He contributes to the popular Energy Circle blog for home performance professionals nationally, maintains the EnergyCircle presence on twitter, and is a frequent presenter at national conferences on topics of energy efficiency marketing and communication, use of social media and energy monitoring. He currently serves on the marketing and/or communications committees of the Maine Association of Building Efficiency Professionals (MABEP), Northeast Sustainable Energy Association (NESEA) and Efficiency First. Angered by profligate 765KV powerlines in upstate NY, he dropped out of college at 19 to work for Friends of the Earth in Washington, where he had the amazing experience of sharing an office with Amory Lovins. It's taken a while, but thanks to mentors like Amory, David Brower and others along the way, he's ecstatic to be back working exclusively on energy issues. In prior business life he was: co-founder/ Managing Director of Moulded Fibre Technology, Strategic Principal, VIA Group, VP Marketing & Brand Strategy, American Skiing Company, and a cofounder/head of internet of FetchDog.com. He is a graduate of the Resource Economics program at UC Berkeley where he studied in the Energy and Resources Group.

10 What is CRM? Customer Relationship Management...a model for managing a company s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. -Wikipedia DATE 10

11 Image Credit: Mike Rogers

12 Simple CRM 101 DATE 12

13 CRM 201--Excel & Databases DATE 13

14 CRM 301 and Beyond DATE 14

15 CRM--Customer Relationship Management Prospects & Customers ERP--Project Management Jobs & Workflow Lead Job Repeat Customer 15

16 The Use Case for CRM Prospect Targeting Lead Management & Scoring Lead Nurturing Marketing Measurement Team Tasking Pipeline Management & Forecasting Sales Results Tracking Lifetime Customer Relationships DATE 16

17 Thoughts on Choosing Software Cloud (Software as a Service) Sector Specific Customizable Data Fields Additional Functionality Monthly Subscription Low Cost Powerful Integrations--web, mobile, , etc Data Portability Home Performance Generic HVAC Insulation Ratings/Audits What Data Do You Need? Lead Source Housing Type, Diagnostic Data, Etc Internal Software Development Skills? Vendors to support? Cost Customization and Development # of Users Contracts Low Risk Trials, Give it a Try! DATE 17

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20 Contact Peter Troast Energy Circle

21 Ori Skloot Co-founder & President, Advanced Home Energy Ori Skloot is co-founder and president of Advanced Home Energy (AHE), a leading Home Performance Contracting company in the San Francisco Bay Area. Since 2006, AHE has focused on home performance and has provided services to thousands of homeowners. Ori is licensed as a General, HVAC, and Insulation contractor as well as a long-time BPI analyst, HVAC and Building Envelope. He is currently Interim Executive Director at Efficiency First California.

22 How Salesforce CRM Transformed Our Operations & Made Us More Money 2014 Advanced Home Energy 22

23 About Advanced Home Energy Full service home performance contractor Successfully pounding our head against the wall since person company 5 Sales, 3 Diagnosticians and 6 Office staff using Salesforce 2014 Advanced Home Energy 23

24 Our CRM History staff Microsoft Excel Done In-house staff Microsoft Access Outside Programmer and In-house Feb staff Access & Google Docs (SYSTEM MELTDOWN) Today 40+ staff Salesforce Outside Programmers and In-house 2014 Advanced Home Energy 24

25 Our Criteria for Choosing a New CRM 1. Easy and Intuitive to Use 2. Centralized location for all the info on a client and project. 3. Make data transparent to staff. Give them the info they need to do their job. 4. Centralized location to track s 5. Ability to access CRM anywhere (from home, phones, etc.) 6. High level dashboard to understand what is happening in the company 7. Cost-Effective 2014 Advanced Home Energy 25

26 What Makes a CRM Cost-Effective? 2014 Advanced Home Energy 26

27 If You Are Planning to Take the Leap to Salesforce 1. Plan, plan, plan. Map out how your business currently works and how you would like it to work 2. Invest the time in getting your data clean before you migrate 3. Hire a consultant to help you get set up. Make sure the consultant understands your industry. 4. Pick someone on staff who will be your in-house person to build out Salesforce (doesn t need to be super technical) 5. Be prepared to invest the time to train your staff 6. Start simple and then add on features as your staff becomes more familiar with the platform 2014 Advanced Home Energy 27

28 Let s Look Under the Hood 2014 Advanced Home Energy 28

29 Thank You. Ori Skloot Advanced Home Energy 2011 Advanced Home Energy 29

30 Richard Burbank Founder, Evergreen Home Performance Richard Riegel Burbank founded Evergreen Home Performance in 2006 and serves as President and CEO. He was one of the first Building Analysts certified by the Building Performance Institute in Maine, and has trained and proctored exams for new professionals throughout New England since Richard serves on the board of Efficiency First, and actively advocates for federal and state energy efficiency policy.

31 Evergreen Home Performance and CRM

32 Evergreen Home Performance and CRM Evergreen Home Performance LLC HP Audit and Contracting Founded in 2006 and grown to 22 staff and two locations 5 Energy Advisor/Sales staff people

33 Evergreen Home Performance and CRM Solve 360 CRM Planning our Database Putting our data to work Lessons Learned

34 Solve 360 CRM Started using in 2010 Costs $149/mo for 18 users

35 Solve 360 CRM INTEGRATED with GMAIL!

36 Solve 360 CRM Android Access is Easy

37 Solve 360 CRM Easy to get data into other programs

38 Planning our Database Contact info Log Interaction Log URL Links

39 Planning our Database Sales Motivations Engineering and Pricing Data

40 Planning our Database Data for Dashboards Data for Sales Management

41 Putting our data to work

42 Putting our data to work

43 Putting our data to work Export Solve 360 data with frequent refresh Import into Excel or Google Spreadsheet

44 Putting our data to work Dashboards Active Customers Sales and Lead Source Analysis Excel database functions and pivot tables calculate totals

45 Putting our data to work Automated s Account Action Alerts Day of Appointment Account Info Excel programs with VBA Code does the analysis and sends the s

46 Putting our data to work Automated s Account Action Alerts Day of Appointment Account Info Excel programs with VBA Code does the analysis and sends the s

47 Putting our data to work VBA - Visual Basic for Applications Program evaluates data within 1400 records in 5 seconds then sends out s, at a set time every morning.

48 Lessons Learned Invest in developing computers skills to increase your output for less input

49 Lessons Learned Invest in developing computers skills to increase your output for less input. Start slow and develop improvements based upon your critical need for specific data, reports, or dashboards.

50 Lessons Learned Invest in developing computers skills to increase your output for less input. Start slow and develop improvements based upon your critical need for specific data, reports, or dashboards. A good plan on what data to gather and how to process it is more important than worrying about software.

51 Lessons Learned Invest in developing computers skills to increase your output for less input. Start slow and develop improvements based upon your critical need for specific data, reports, or dashboards. A good plan on what data to gather and how to process it is more important than worrying about software. Design your IT system to make it easier for you and your staff.

52 Lessons Learned Invest in developing computers skills to increase your output for less input. Start slow and develop improvements based upon your critical need for specific data, reports, or dashboards. A good plan on what data to gather and how to process it is more important than worrying about software. Design your IT system to make it easier for you and your staff. Keeping it in house saves money but takes time and interest to learn the skills.

53 Evergreen Home Performance and CRM Richard Riegel Burbank President/CEO If Computer.Code.Knowledge < 0 Then MsgBox( GO LEARN HOW TO CODE! ) Or Else

54 Like What You Heard? This webinar will be available to download within 48 hours at: We ll also send an with a link to the recording for non-members to access

55 Contact the Panelists Peter Troast Ori Skloot Richard Burbank

56 Thank you Capitol Circle Sponsors!

57 and thank you to our panelists! Peter Troast Ori Skloot Richard Burbank