At Re-flow, we are committed to providing stellar service to our clients through every step of their journey. For all clients, this will begin with the sales process. First and foremost, our team focuses on learning and understanding the specific needs of your business, and demonstrating the benefits of our award-winning field management software and where it can fit into existing processes.
Re-flow was initially created to solve the problems of a single client suffering from data loss and inconsistent paperwork, and our product has been driven by the needs of our clients and the industry ever since. Understanding the problems and creating a platform of tools that can address them is at the core of Re-flow’s mission. Our clients are front-of-mind in everything we do, from developing and implementing new features to providing our highly acclaimed customer support.
This solution-driven ethos also runs through our sales team. As the first point of contact for companies deciding if Re-flow is the right solution for them, they have the crucial task of setting the tone for what will become a long-term relationship between our team and theirs.
We want to ensure that our first point of contact with a business isn’t simply a generic sales pitch. First and foremost, initial conversations with our sales team are all about building rapport and forming a foundation that can grow into a collaborative relationship.
We begin by establishing the activities of their business, the ins and outs of their day-to-day operations, their pain points, and what key problems they’re striving to address using a field management solution. With this information in mind, our team carefully narrows in on exactly how Re-flow can fit into the company’s processes, which features are best suited to address their issues, and the kind of long-term results they can expect from implementing our software.
Ultimately, the problems businesses have come down to one of four things. Making more money, satisfying their customers, being more productive, and being more efficient. If you can provide the solution to these problems, then the software will speak for itself.
Our sales department consists of a team of talented and knowledgeable software specialists who are experts on the inner workings of Re-flow, and how its various features fit into our client’s field operations. With 20 years of experience, the team is headed up by sales manager, Daniel Moyse, who knows best that our mission is not just selling software; it’s about providing versatile solutions to the myriad of problems present in the industries we serve.
For example, last year, we had the pleasure of welcoming Golden Tree Surgeons to the Re-flow community. A well-established landscaping business, Golden Tree Surgeons were looking for a digital solution to streamline their record-keeping, health and safety compliance and cross-team communication. When Dan initially sat down with office manager, Sandra Wood, he was able to quickly narrow in on these problems, and how Re-flow could address them.
For us, it was about getting the jobs on the system along with all the relevant paperwork that goes with them. We have risk assessments and method statements that we need to include too. We also needed to be able to give our teams precise locations of job, so the fact Re-flow supports what3words is really helpful.
With a collaborative relationship established and the core problems identified, the next step was to put together timeframes and an action plan. This begins with guiding the business’s team through what they can expect from a demo, making sure they’re happy to move forward.
Understanding these core pain points allows our software specialists to match problems with relevant features from our comprehensive platform of tools, breaking down how they address them, and the benefits they can expect to see. We always encourage questions and engagement throughout the demo. Understanding what a piece of software can and cannot do is perhaps the most important part of the digital transformation process. It ensures businesses are equipped with a platform that won’t leave them wanting more and won’t restrict growth. The questions asked at this stage enable us to delve deeper into the areas they’re most interested in and develop further understanding of their business processes and pain points.
Throughout this process, we try to position ourselves as consultants, rather than salesmen; like the eleventh man on the cricket team. Adopting a new digital solution can be a lengthy process, especially if a business is transitioning from manual for the very first time. The timespan can range from a few weeks to several months, depending on the size and needs of a company. In most cases, our sales team will be the first point of contact for those interested in Re-flow, developing into a working relationship that will carry them throughout the demo and trial process, right up to fully adopting the system, at which point they’ll begin working with our highly acclaimed support team. Our approach isn’t aggressively selling companies a product that doesn’t fit their needs. It’s about working together to see if Re-flow is the right fit for their business needs and showing them the benefits of adopting it first-hand.
There was never really any pressure on us in the form of a hard sell. There was much more emphasis on supporting our business. We had meetings with Dan and Aaron from the sales team, where they’d answer all our questions and guide us through every part of the system as we picked it up. Having that support was great. It really helped us hasten our decision to adopt the software.
In this case, the results of our solution-first ethos spoke for themselves. The team at Golden Tree Surgeons were so satisfied with our system and the support they’d received throughout the demo and trial processes that they were ready to sign up and commit to their digital transformation only three days into their trial.
With a fast and seamless adoption process by their field teams Golden Tree Surgeons started quickly reaping the benefits of Re-flow. Within only a few months, their core issue – paperwork – was reduced by a huge 90%. With their newly implemented digital forms consistently and instantly returning back to the office without the need for reminders, HSE reporting and compliance increased by 80% and 95% respectively.
Sandra, along with the rest of the back-office team, were no longer left waiting for forms to physically arrive back at the office to be filed or transcribed, and physical job packs no longer needed compiling for every task. With tedious, repetitive administrative responsibilities now streamlined and automated, the back-office team could complete their work 25% faster and dedicate their time towards activities that can further grow the business.
For the full story on the results of Golden Tree Surgeon’s digital transformation, read the full case study.
The process of adopting a new field management solution can seem daunting. Whether you’ve had experience with similar systems before, or are transitioning from manual processes, it’s crucial to find a product with a team that you can trust. Every business is different, and a one-size-fits-all sales pitch just doesn’t cut it. Businesses need to ensure transparency on both sides – that they understand everything the product offers, and the service providers have a deep understanding of their pain points and needs. Without that, you could find yourself saddled with a solution that doesn’t match specifications, without a dedicated support team, or worse yet – having outstripped its capabilities within a few months after adopting. With Re-flow, you’ll find a team that you can trust, and a platform of tools that can revolutionise your business processes.