Davey Tree Expert Company provides tree, utility, lawn care, and environmental consulting services in the green industry throughout the United States and Canada. They use TextExpander to keep their sales and customer service communications streamlined, accurate and consistent.
Understanding a Need
Davey Tree, an international arboreal service company, sends out hundreds of proposals to their clientele every week. It is important to Davey Tree to respond to proposals and emails with consistent language and efficient response times.
Davey Tree’s goal is fast and consistent communication. After limited success with other tools they found TextExpander. TextExpander provided a solution that worked with the company’s existing software. In less than a year, Davey Tree rolled out TextExpander across the entire company and began to see returns.
Benefits
TextExpander allows the Davey Tree team to quickly access and apply company-approved language in their day-to-day communication with clients and when building custom service proposals. In addition, the sales and administrative staff can respond more quickly to clients from their own group of personalized email “Snippets.” While each client is unique, there are patterns to their questions. The staff are able to share these common responses in TextExpander, meaning everyone can drop a proven response into an email quickly and accurately. Responses which are reviewed, typo-free, and typed in seconds.
Fast Training
TextExpander becomes part of new employee training, providing a baseline of approved language. For example, it teaches the ideal wording for client recommendations and allows users to customize the wording on proposals as necessary.
[TextExpander] allows our field technicians to quickly draft proposals while onsite. Plus, our techs do not need to have strong typing skills, or do much typing at all, to get proposals out quicker.
Joe Krupke, CRM Trainer, Business Development & Client Services
After using TextExpander for less than a year, Davey Tree already saw huge success with incorporating TextExpander into their work process. Here is a snapshot of their progress in a month’s time:
104
Users
2702
Shared Snippets
6,735
Snippets
48
Hours saved
Improved Field Use
The biggest gains have been seen in the field. Using tablets in service vehicles, field agents quickly draft accurate proposals right at a client’s home. And the convenience to clients makes Davey Tree stand out amongst the competition.
Consistent and current language is shared across the team when sending out proposals. Instead of each agent documenting information differently, everyone has the same language for a client email and proposal, a uniform list of next steps, and the same links to resources.
Integrated Platforms
Using TextExpander on both Windows and iPad, Davey Tree communicates effectively and consistently with their customers and employees alike. TextExpander keeps all Snippets up-to-date providing a seamless relationship between the office and the field. TextExpander keeps Davey Tree from missing key information while allowing them to be more efficient in supporting their business.
Conclusion
For Davey Tree, deploying TextExpander has meant hours saved in errors and non-essential typing, but more than anything it’s meant consistency. The whole team has access to the language which keeps the company running, and clients coming back.