With Front, Cleaning Pros centralized every message — email, SMS text message, and social media — into one place. Now they're responding to customers in 2 minutes or less.
Cleaning Pros is an eco-friendly cleaning service for homeowners and businesses. They offer full cleaning services and customized packages to meet customer needs and budgets.
Providing clients with flexibility is one of the main ways they differentiate themselves from other cleaning services. Customers can text, call, or email to update their preferences and services, even when a Pro-Cleaner (professional cleaner) is already at their house. Cleaning Pros updates the Pro-Cleaner within one minute so the service can be adjusted right away.
With different communication channels at the heart of Cleaning Pros’ flexibility, it was important for the company to be able to monitor incoming messages and respond to customer needs quickly. The team set up an email address for sales and support requests and a phone number for customer texts via Twilio for each city.
“The user interface was very clunky and outdated. We also had to constantly jump back and forth from inbox to inbox, as well as our Twilio dashboard, to keep up with a conversation from all angles. Often, we missed a message or replied twice to the same message that came through both email and text.”
They also needed to measure how quickly requests were addressed. Having done some research, they knew that if they kept response times under two minutes, they could increase close rates by two times.
“The problem was that none of our tools could do that,” says Koenig. This was when Cleaning Pros started to look for an alternative solution and came across Zendesk.
“We used Zendesk for literally two days before we realized it wasn’t the right fit,” says Koenig. “First off, it was focused solely on support which meant we couldn’t handle our sales requests with it. Even with support, their responses to our customers were in the ticket format — very impersonal.” After a bit more research, the team found Front.
“Front was exactly what we were looking for and more,” says Koenig. “With Front, we were able to centralize all of our communication channels. We have brought in every email, text message, and also social media communication into Front.” This ability to integrate communication channels helps Cleaning Pros in three key ways:
“We now have visibility into all customer and Pro-Cleaner communication in one place,” says Koenig. “We can quickly tie up all the loose ends and make sure we are providing an excellent service.”
With Front, Cleaning Pros now spends less time onboarding new employees. Koenig explains, “Before Front, we spent several hours over a two to three week period onboarding new hires onto new tools. How to use team inboxes in Gmail? How to use Hiver? How to use Twilio? How to use social media? It just took forever. Now, with everything in one place, we spend one to two hours onboarding them onto Front.”
Two-minute response time or less
“The most important benefit of Front is being able to measure response time,” says Koenig. “By having the right metrics, like response time per person and volume of requests at different times, we’ve been able to optimize our processes, so that we respond back to customers within two minutes.”