How and Why We Implemented CRM

Initially, a notebook, Excel, and other basic tools were sufficient for solving work tasks, and then a small offline program appeared that covered a range of needs. But it had one major drawback: it didn't allow for analytics, there was no statistics at all. For me, as someone who can't imagine life without numbers, this became a problem.

Some additional features could be connected for money, but the amount seemed unjustified. Even paid, it didn't provide the data we needed.

That's when we realized we needed to look for another solution. Moreover, we opened another branch, and our needs increased.

I thoroughly studied about 10-15 CRM systems. It was important for me that:

it was convenient for technicians to accept orders. Everything should be as simple as possible. For example, we considered Bitrix24. It's an excellent CRM, but to accept a device for repair, a technician has to perform too many actions. Implementing such a solution is also quite complicated;
we could add multiple branches, everything should be online;
there was the ability to collect statistics and use it for data analysis.

HelloClient met all these requirements.

What I Got from CRM as a Business Owner

I understand where our customers come from during any time period

For this, we created an additional field in the CRM. Technicians ask the question when accepting an order, and customers easily answer it. This helps correctly allocate the advertising budget, workload across branches and technicians. My position is simple - amplify what works well. If I see that a particular branch mainly attracts customers because of excellent foot traffic, we make the sign brighter, install an A-frame sign, etc. In another branch, for example, people mainly come from social media. In that case, we don't change the sign and more actively direct the social media audience specifically to that branch.

CRM is always at hand, on the phone
I can control the business even while driving in the city center, staying informed about any situation.
I know the costs for spare parts delivery
Now technicians fill in courier expenses. Previously, the numbers were abstract. Now we have specifics.

Any business is multifaceted. I can compare it to a diamond. From a distance, the stone appears round. But up close, you can see all the complexity. In the case of business, CRM just allows you to examine each of its facets.

I can calculate salaries based on technician workload

Recently we changed our approach to employee compensation. We allocate 5% of net profit to the technician for accepting an order and 20% of net profit for completing it. Separately, we maintain a Google spreadsheet for tracking worked days. The technician receives a fixed payment for each worked day. We get this data from the CRM.

What CRM Implementation Gave to Technicians

Technicians fill out receipts automatically

HelloClient has a convenient database of services and spare parts. It allows entering data into the repair form with just a few mouse clicks: indicating what was done, which spare parts were used, and the result.

Payment Acceptance Under Control

Technicians can check at any time whether an order is paid or not, if there was a prepayment, know its amount, who accepted the money, and much more.

Device and Order Status is Known

In HelloClient, you can add custom fields. We added a "Device Status" field: "Accepted", "With Customer", "At Partner Service", "In Delivery", etc. The technician can see at any time where the device is located. For example, a customer wanted to replace the back cover. They didn't leave the phone at the service center and continued using it. When the spare parts arrived, without additional fields, the technician wouldn't be able to understand that the device wasn't surrendered. HelloClient is easy to configure for technician convenience.

Technicians Log In Under Their Own Accounts

The technician logs into the system under their own account and enters all information. If any questions arise, we can quickly understand who can answer them. Such transparency allows distributing responsibility among performers.

CRM Enabled a Sales Department

A dedicated specialist can access any branch through the CRM, monitor orders, and consult customers. If necessary, they can create a pre-order themselves and enter all the data for it. A customer with a pre-order simply comes to the branch, provides the order number, and the technician prints the receipt. This speeds up the technician's work with the customer at the location.

Of course, there's always room for improvement. Some enhancements may take less time, others more. The HelloClient developers are open to feedback and consider our suggestions.

"Amplify What Works Well": How HelloClient Helps Technicians and the Owner of "101" Service Centers