Introducing the CRM's...
Tuesday 20th October 2009
We figured it was time to give our hardworking Customer Relationship Managers a short break from the phones to introduce them to you and to give you a bit of insight into the inner workings of The Green Homes Concierge Service.
First up, we asked your Customer Relationship Managers to introduce themselves and explain a bit about what they do.
"Hello, I'm Richard, one of the Customer Relationship Managers here at Green Homes. Once you have had your initial assessment, we are your first point of contact through the year long concierge service. We are here to discuss the possible options over the phone or by email, and assist with getting any work done in the way that is best for you. How we are required to do this varies from person to person, but remember that communication with us is unlimited - there are some of you we get to know very well over the year and it is nice to be able to offer such a personalised service.
Some customers are confident at DIY or are very happy with builders, plumbers and other installers who they've used in the past. They find the general advice useful and with the aid of our in depth research, they can make any changes they see fit and ask a few extra questions of their installer. Having said this, many people are grateful for our bank of partnered and vetted installers and suppliers. They may be too busy to go through the whole tendering process by themselves or not confident in assessing what suppliers are really offering. This is why it is important that we have the ability to place them in touch with suitable installers, check over their quotes and ensure that the work is completed to their satisfaction. It is great feeling when we have helped them to achieve this."
"Hello, I'm Ben- a Customer Relationship Manager here at Green Homes. Between the CRMs we manage the year long relationship of a very diverse range of customers. This can seem a daunting task, due to the variety of measures we are working on at any one time but we have our own unique ways of making sure each customer is looked after and the reward is being able to provide pro-active solutions to those customers who have difficulty getting their measures installed. The service provides plenty of time to get involved, and you can choose your level of engagement. There are those of you who are completely greening your home and check in every few weeks to use the service, to those of you who have just one or two jobs, you've been meaning to do but haven't got around to. It's important to keep in touch- essentially the more interaction you have with us the more you will get out of the service. Remember we're happy to carry out all kinds of research that don't involve installers and suppliers, things like
"How much carbon and/or money will I save in a year by reducing my thermostat by 1 degree?" You may be surprised at the answers.
It's also interesting to see how different measures become popular at different parts of the year. During the winter it was very much a case of upgrading boilers and recently we have been having a rush on renewable technologies. I currently have three Air Source Heat Pumps and a Solar Thermal System either being installed at the moment or in May. It's quite satisfying to know that as well as helping customers we are also contributing in a small way to the development of the renewable industry in the UK."
"Hi, I'm Tom. I'm here providing help and support for our customers in becoming more energy efficient in their home. Our customers really do appreciate our advice and support and it is refreshing and rewarding when a customer goes ahead with an improvement measure that you have been helping them with for the last month or so via in-depth research. Sometimes all that's required is a bit of motivation and we provide that through our many varied avenues of research to find the best possible solution. Our calls to them on a monthly or bi-monthly basis can give them the encouragement they need to do this.
Often people assume they can't save energy, as they don't have the money to install renewable technologies. As well as letting them know which grants are available to them, we can advise on a number of measures that can be installed for minimal cost- chimney balloons, loft insulation and hot water cylinder jackets for example. It can come as a pleasant surprise to learn how much can be saved through small measures and as a CRM it's satisfying helping people in their pursuit of becoming more energy efficient."