“Did we talk about this last year?” an account manager might wonder when suggesting enhancements or potential projects on a property for the coming year. No one can remember every detail of every conversation, especially if a client has been on board for years.
That is, unless the team has information at their fingertips, says Jonathan Thrift, president of Carolina Creations Landscapes in Shallotte, North Carolina. Nine years ago, the company implemented new software, but didn’t fully tap into the system’s potential. In the last five years, the company has ramped up its use and now it’s simply a part of how the team does business.
“You might as well embrace (technology). That’s the motto we have lived by. Use technology to the best of your ability and make it work for you.” Jonathan Thrift, Carolina Creations Landscape
Thrift says the client retention rate is a sign that the system is working. “We have always had good retention rates, but now we are seeing 95 to 98 percent retention, which is fantastic,” he says.
What’s more, client relationships are stronger, he adds. “We have two customer appreciation days a year, and I have seen more and more clients coming to those,” he says. “And, they know their account managers better.”
“If a client calls in, our office manager enters the information into the ... client page and an email is sent to our sales rep,” Thrift says. “Account managers can look back and see a history of all phone calls, from meetings and proposals to offering work.”
That’s the “did I mention new plantings” conversation Thrift referred to earlier. “We’re not standing there wondering if we had the conversation before.”
Technology is here to stay, Thrift says. “You might as well embrace it,” he says. “That’s the motto we have lived by. Use technology to the best of your ability and make it work for you.”