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April 21st, 2021 - Beth

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AdminBase has further extended the easy functionality of Britain’s most popular installer management system with the addition of a new feature that quite literally allows retail customers to help themselves. The new portal is offered to all new and existing users of the web based version of AdminBase at no additional cost.

By allowing customers to log in and track their order and carry out other key tasks for themselves, installers can free-up busy personnel for other tasks. Customers are happier because they enjoy immediate response any time of day and night; and installers reduce costs whilst improving customer satisfaction ratings. Another win-win from AdminBase.

Consumers’ customer service expectations have grown dramatically in recent years, as have frustrations with what are now regarded as archaic ‘customer service’ call-queuing and repeated messages. Now window, door and conservatory installers can offer ‘Amazon’-style self-service facilities with AdminBase’ new feature. Easily added to and accessed through existing websites, homeowners can check progress of their order as often as they wish and at a time to suit them.

Customers may also confirm survey and installation appointments and, when their installation is complete, raise a service call for any post-installation snagging that may be required. Crucially, customers may also settle invoices through the facility, again providing convenience for the homeowner and saving time and effort for both customer and installer.

Installers control all information that is available through the portal. Once activated, all data is updated automatically as projects are progressed through AdminBase.

The Self-Service portal is expected to have a similar impact on customer satisfaction as well as installer efficiency and cost reductions, as the AdminBase automated customer communications system that sends SMS or email messages to customers at each stage of an order. Users of the comms system have reported significant reductions in administrator staffing levels as a result of customers being proactively and automatically being updated about their orders; the new self-service portal is expected to have a similarly dramatic effect.

The AdminBase Customer Self-Service Portal will be included on all new AdminBase installations from the beginning of May 2021, with all existing customer systems being progressively updated from that date.

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