Ovenu
Why investing in your CRM system could transform your business
By Rik Hellewell, founder and managing director of Ovenu, the UK’s largest established oven cleaning specialists
I had a message from a franchisee the other day to let me know they were doing a jig of joy while on holiday in Tenerife - the unlikely source of such merriment being Ovenu’s CRM system!
When we introduced our first CRM back in 2017, it was difficult to persuade some franchisees to abandon age-old practices of scribbling down quotes or bookings in a diary or, even worse, on scraps of paper.
Since then, Ovenu has constantly invested in and evolved its bespoke CRM system to ensure it’s the best in the sector, providing a comprehensive end-to-end service.
This not only ensures compliance with Data Protection Laws and GDPR as well as online and distance selling regulations, but delivers exceptional results for franchisees and clients alike.
The delight which prompted that message from the Canary Islands was due to the fact that the franchisee had accessed the CRM system via their smartphone and had booked in two clients a day for an oven clean whilst away.
They went on to explain that they had set aside a daily 10 minutes, spent by the pool, during the holiday to deal with incoming enquiries, organise quotes and confirm bookings – happy in the knowledge they wouldn’t arrive home to face a mountain of admin.
Even 1,900 miles away, they were still able to run their business seamlessly and with maximum efficiency because they could access to all the necessary information.
As well as the usual features, Ovenu’s CRM possesses unique features includingan accounting facility, that can raise sub-contractor invoices, and a data analysis function allowing franchisees to see which services and products generate the best income and highlights where they are getting the best returns on their investment.
It also provides access to the Ovenu operations manual, which includes help and guidance, as well as tutorials.
The majority of enquiries are directly uploaded to the platform and accessed by the franchisees, who then call the clients directly to discuss their requirements. If a client wishes to proceed, the system confirms the quote and the full booking details are sent to them, followed by a reminder email 24 hours prior to the visit.
The franchisees have a copy of the transaction accessible from their phone, tablet, or laptop. In many cases Ovenu franchisees will organise a repeat visit as they finish up an oven clean at the client’s home, as well as organising email reminders. The system’s final task is to issue a receipt.
The ability to confirm an appointment up to six months ahead is also beneficial to the client, as the price is guaranteed at the time of booking.
Cyber security and identity fraud is a major issue these days – both for franchisees and clients – and the CRM system is dedicated to keeping that information safe in the Cloud, with all data protected and encrypted.
By law, if you organise anything at arms-length, over the phone or online, and the product or services has a value in excess of £42, then the business is legally required to provide an itemised record of the transaction, even down to the name of the technician who will undertake the task, and a form allowing the client to cancel their booking.
Maintaining strict compliance to these rules helps preserve and uphold Ovenu’s five star reputation and underlines our commitment to our clients that we act in a transparent and equitable way – an approach that helps us remain ahead of our competitors.
The majority of our franchisees now fully appreciate and embrace the benefits of the CRM system, which is not only simple to use and access but helps streamline their business, giving them additional time to devote to delivering an exceptional service and generating greater income. Not to mention the improved work/life balance that we all strive for.
While the system is extremely accurate, we find clients don’t want a completely automated response, which is why our franchisees always follow-up with a phone call to discuss the services available and what is best suited to their requirements.
This maintains that hugely valuable personal connection between franchisee and client and further reinforces our extremely high customer satisfaction rates.
Ovenu’s CRM has steadily evolved over the years to become the ultimate tool that works with and for our local area franchisees and it has transformed the business by making the whole network more streamlined, successful and profitable.
ENDS
NEWS RELEASE: ISSUED ON BEHALF OF OVENU
For further information contact Andrew Douglas 01325 363436
Photo caption: Rik Hellewell, founder and managing director of Ovenu
Editors’ Notes:
Ovenu is the leading UK and international domestic oven cleaning and valeting specialist. All cleaning products used by Ovenu are environmentally friendly, bio-degradable and conform to the latest government REACH regulations. Ovenu’s Carbon Remover is also approved by the Vitreous Enamel Association. The Ovenu valeting process involves dismantling key components of an oven and placing them into design-registered equipment, which uses non-caustic, non-toxic and biodegradable products to clean the oven parts. Ovenu is a full member of the Approved Franchise Association (AFA.)
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