Investing in your CRM system could transform your business

By Rik Hellewell, Founder and Managing Director, Ovenu

Ihad 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 was Ovenu’s customer relationship management system (CRM)

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 they were 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 had access to all the necessary information.

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

As well as the usual features, Ovenu’s CRM possesses unique features including an 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