Fenestration CRM - John Knight Glass | The Software Collective

We have developed a bespoke CRM solution that is designed to manage every process within the business of John Knight Glass. From point of enquiry right through to after care, every process is recorded within the CRM and tracked with a detailed audit log.

There are 7 main stages within the software which every project must progress through during its lifetime. This system gives complete transparency of every process within the business and takes much of the information out of the head space of individual staff members and onto the screen, preventing issues that occur when staff are busy.

The CRM tracks the progress of every job and automatically prompts staff when there is something that’s needs their attention. Each section has a dashboard which relates to a department within the business, within each dashboard there is a traffic light system as well as an indication of how long something has been in its current position, highlighting to staff how important and overdue a task is.

Simplified management dashboards have been created to give management staff an overview of every live project, enabling management teams to be able to quickly identify and deal with issues before they become a problem without getting bogged down by the day to day workload.

We also have a full sales reporting suite to enable management to track the progress of the sales team and drill down into individual performance and monitor key KPI’s. Traditionally John Knight Glass have always tracked their sales through a sales board on a whiteboard, we have taken this concept and digitalised it giving them an instant view of where they are day by day with their yearly target.

Core Modules

Enquiries – We have dynamically linked the CRM software to the John Knight Glass website so that all enquiries are automatically loaded from the website straight into the CRM, removing the need for admin staff to type client details and therefore cutting down on admin time and preventing errors.
Sales – We have developed a multistage sales process which helps the sales staff follow a proven process to quoting quickly and efficiently. Once the quotation process is complete the system prompts the staff to follow up with the clients to help secure the sale. This process ensures that enquiries are not lost, and that sales staff can cover each other easily in case of absence.
Acceptance – Once a quote is accepted, we guide the staff through an acceptance wizard to ensure all information required is collected in preparation for the supply and installation of the new products.
Survey – The next step in the process is survey, all jobs must go through the survey process before is can progress to production order. Here staff will be prompted when surveys need to be booked and survey staff can log in daily to check what work they have scheduled.
Production Order – Once the survey is complete all parts required for each job must go through the production order process which involves a series of checks and processes to ensure all parts are ordered correctly.
Production Install – Here jobs are booked out onto a shared diary system. The dashboard tracks parts to prompt staff if parts will not be in stock in time for an installation.
After Sales – Installers must complete a questionnaire once a job is complete to highlight and track installation issues which can then go back through an installation process until a job is complete and the customer is happy.

There are many benefits to utilising a system like this and many businesses do not suit an off the shelf solution.

Complete transparency - Every business process is being recorded within the CRM and all information is available at the click of a finger, allowing members of staff to pick up on others' workload in busy periods or absence.
Improved client relationships - The more information you have at your fingertips about your clients the more your client will feel you rember them. This enables you to form much stronger relationships with your clients.
Task Automation - Many issues are caused by human error such as staff members forgetting to order a products or contact a client. A CRM can prompt members of staff when tasks need to be complete and continue to prompt them until the task is done. This prevents delays and ultimately results in happier clients and cost savings across the business.