Case of the plumbing company United Plumbing. Implementation of CRM, automation of communications, telephony setup – Brutal Marketing

United Plumbing - is a full service plumbing company for residential and commercial properties. Located in Sunnyvale, California.

Site: https://plumbing-united.com/
Number of employees: 18

United Plumbing is a full cycle plumbing company founded in 1997. A construction company specializing in new construction, refurbishment and troubleshooting home related problems. The company uses innovative technologies to carry out projects of any complexity. The approach to work is based on impeccable quality, excellent service, tight deadlines and long-term guarantees. The company has extensive experience in construction of any complexity.

In March 2023, United Plumbing administrators, on the recommendation of our past clients, approached us at Brutal Marketing with the task of introducing Kommo into the company's sales department and call center.

Purpose of the implementation is to improve the quality of work with leads and clients, control over the execution and delivery of orders.

A feature of the request was the unification of several areas of the company's work on the basis of one account of the CRM system of the sales department, as well as the connection of several sources of leads and the construction of high-quality informative analytics. In the process of processing applications, there was a serious problem of accounting and distribution of applications between responsible managers, breakdown into different services and categories, directions.

The administration of United Plumbing determined for themselves that they needed a system that would help automate and structure the work of the sales department, combining it with a logistics control system.

After the customer's request, on the basis of the previously completed brief, we interviewed the head of the company's sales department, the heads of the call center, found out the details of business processes, studied the results and started working on the project.

Based on the results of the brief, sales funnels, fields and automatic tasks were set up. After an interim audit of the work done, we started setting up CRM integration with the company's websites and United Plumbing social networks.

Now the application, after filling out the forms, immediately goes to the desired CRM funnel, depending on the type of appeal. We then set up the Digital Sales Funnel. When a request is received from the site, the system assigns it to a free manager (the appointment of a responsible manager depends on the number of open deals for him). As soon as the manager becomes responsible for the lead, the system automatically creates a deal card and sets the first task.

The next step is to call or contact the client, identify the need. Based on the results of the interview, we have created special fields for high-quality work with transactions. For the manager on the screen, the system highlights all the fields that he needs to fill out.

We also made CRM integration with Facebook and Instagram pages. Now, when a manager receives a new lead from social media pages, he can call the client directly from the CRM card, and this conversation will automatically be displayed in the deal / client card - in the future it will be possible to listen to it in two clicks. Integration with public channels Viber and Telegram was also implemented, corporate numbers of WhatsApp, Viber, Telegram messengers were connected to the system.

During the initial interview with the client, we found out all the processes that happen to the client when moving to each stage of the sales funnel. And on the basis of these data, automation was carried out.

Also, during the implementation of the CRM system, Twilio virtual telephony was selected and configured, and individual access was created for managers. This made it possible to collect and analyze calls on the CRM side, as well as automatically distribute all calls between the relevant deals to which these managers are assigned. Added voice menu.

On the side of the CRM system, automation is configured to send email and sms notifications to customers with data on the current status of their order.

After the implementation of the Kommo CRM, staff training was carried out, the customer received an individual link to the video (recording of training in the system) to access the training of managers (both current and new).

As a result of the developments and integrations of Brutal Marketing, the United Plumbing plumbing company team received a convenient system with automated work. Thanks to the maximum simplification of all operations, applications are processed in the shortest possible time.

All leads are recorded and processed. The system itself now controls the workload of managers. Convenient widgets and integrations saved managers from a large amount of routine tasks.

As a result, CRM guides sellers through all stages of the transaction and allows you not to miss a single important detail and to simplify and automate the work of managers as much as possible.