crm?

[grumpydasmurf]

What do you guys use for customer management? I've been pondering writing a complete database system for our customer management.

Currently when someone calls their name is written on paper and doesnt get into the computer until we write the proposal in Word, then doesn't go into a database until the job is completed.

My idea, like big comanies do it, is like this:
Customer calls, the person answering the phone fills in the blanks on their computer screen. The info is now in the database.
The sales rep calls back to set appt. and asks further info filling in more blanks on the screen, which is kept in the database.
Details about the job, such as material color, start and completion dates and mroe can all be kept in the database.

It's my belief that all companies should work this way. If a customer calls and asks a question all the info is right there in front of you. This database can even be made web accessible for tele-comuters.

What are your thoughts? Should I make this complicated program, which I have the ability to do, or should I look into buying one?

[Rich]

I would probably create it myself. It sounds like a very useable system, if you can pull it off. What would you write it in? A client side or server side language? I could see a system in php would be very easy to create.
When another phone call comes in and it's the same person you could have, on the last name field or similar, an onchange() event to automatically fill in the information.

[Rich]

When I was running my business I pretty much did what you described. I had a form with their information but was all hand written. It wasn't too difficult to sort through it but kind of a pain in the butt when I needed the information immediately.
It's quite a bit different now with the company I am working on. There is a whole team of people at our HQ that just deals with new clients. The estimators use a system called Bid Mail I think. It's very extensive and expensive though.
If you are thinking of writing it in php or something like that let me know - it's about the only program language I know. I can help if you want.

[grumpydasmurf]

PHP with a mysql database definetly. I've been coding php and perl for years but when it comes to databases and portability PHP wins hands down.

One of the features I would write in would be to auto search for every new estimate to see if we have done any estimates for this person or property in the past. I have a funny story about this, remind me to tell you some other post.

I would definetly write in, or tie in our existing, e-newsletter.

I'd appreciate the help. I was going to base the whole system on some kind of existing "ticket system" free-ware program. Each new estimate would become a ticket. Guarantee work could also become a ticket. Create seperate departments, warranty, estimates, office. Or write it so departments can be added or removed on the fly. When a sales man gets a phone call the person answering the phone can leave the message write into the system. In any case I am just thinking aloud...

What do you all think would be an important feature for a system like this to have?

[Rich]

I do like php and mysql. I think that auto-search onchange would be very nice. Put in a last name and it pulls up the last quote or job you did for that person. Or it could maybe put up a list at the top - then when inputting first name after last name it filters it down further.

When I had my business I was going to implement a monthly newsletter for past clients. The newsletter was going to give home maintenance tips and articles like how to winterize the home, etc. Like you said that would be very handy.

Not sure if the ticket type systems or client support scripts would be robust enough. I suppose it would be as easy as adding new variables to the script and covering them in the database tables. In the long run it might be easier to do it from scratch - it would allow you to possibly sell it down the road also without having to credit someone else.

I can think of about 4-5 different aspects to the system. First and foremost just the initial setup of the clients with all contact information etc. The second part would be jobs performed for that client with full descriptions and scopes of work. Third part could be a comment type system or phone calls. And like you said maybe the warranty portion of it. And then maybe the newsletter for clients that work was actually performed for or make it opt-in for anybody including clients.

I think it would be a really good system. Not sure what other things could be added - well I suppose there is all kinds of stuff that could be added but whether it's useful or not is another story.

[grumpydasmurf]

Yes definetly not robust enough, but a start for tracking progress. Tables and colums will ned to be added for sure. The reason I want to build off a ticket system is because it already has many of the features I deem essential. It tracks the progress of estimates and repair calls. Managers can look and see if a sales rep or repair crew is falling behind. Think of the ticket system as Adam's rib, and the new crm program will be Eve.

I prefer to track via addresses, because owners change but addresses don't. At the same time we all have GC's or repeat customers with multiple properties so it will be important to link properties together. Not a problem in my opinion.

The warranty portion is as simple as the ticket system. This is what ticket systems were invented for!

Newsletter should be opt-in and opt-out regardless of customer status.

I'm sure a ton of junk will be added down the road after it's built, then again after its tested.

[Rich]

Excellent thought regarding the tracking by address in lieu of name.

[Rich]

If you want to put this on a domain or something just let me know. I'll get it setup and it can be used for whatever. Either a subdomain of this domain or another domain altogether - doesn't matter to me.

[grumpydasmurf]

I was going to put it on my test server, but a sub-domain would be better. What version of Linux do you run?

[Rich]

Not sure what version of Linux it is.
Kernel Version - 2.4.20-19.7
Apache Version - 1.3.29 (Unix)
PHP Version - 4.3.4
Mysql - 4.0.15
Perl - 5.6.1

I've lost the login for the hostmanager a long time ago.. hah. I'll ask John though.
A subdomain has been setup at crm.biltright.com - I put it there because there isn't anything hardly on that account so we'll have plenty of space. I've also setup an ftp account to it - I'll PM the username/password.

[grumpydasmurf]

Ok I am going to .htaccess the directory so that we can control who gets to preview our work. I'll PM you the username and password, they will be different than the ftp username and pw. Maybe better if we comm. through e-mail from this point?

[Rich]

Sounds good. For anyone else who is interested in this system we'll keep you posted on the development and any possible release dates.