Follow-up communication after installation

Purpose

1.1. Automate consistent, timely follow-up communication (email, SMS, WhatsApp, phone, surveys) after AC installation to ensure customer satisfaction, request feedback, share maintenance tips, and provide support contacts.
1.2. Enhance customer retention by confirming the unit’s operation, addressing concerns, and cross-promoting maintenance contracts or accessories.
1.3. Reduce manual work for staff by leveraging connected digital communication workflows, thereby improving engagement and creating new up-sell opportunities.

Trigger Conditions

2.1. Installation marked as complete in POS, CRM, or field service app.
2.2. Installer submits digital completion form or checklist.
2.3. Customer survey or warranty registration created.
2.4. Scheduled time delay (e.g., 24 hours post-installation).

Platform variants

3.1. Twilio SMS
• Feature/Setting: SMS API; configure message template and dynamic customer phone field.
3.2. SendGrid
• Feature/Setting: Transactional Email API; auto-send follow-up email with pre-set HTML template.
3.3. Mailgun
• Feature/Setting: Messages API; configure sequence delivery using event-driven triggers from CRM.
3.4. HubSpot
• Feature/Setting: Workflows; set “Deal Stage = Installed” as trigger and define multi-channel actions.
3.5. Salesforce
• Feature/Setting: Process Builder or Flow; auto-case creation or email after opportunity marked “Closed – Won.”
3.6. ActiveCampaign
• Feature/Setting: Automation builder; initiate email series from new tag “Installation Complete.”
3.7. Zendesk
• Feature/Setting: Triggers; create support ticket or satisfaction survey after installation event.
3.8. Intercom
• Feature/Setting: Series automation; send chat or in-app message triggered by installation tag.
3.9. Pipedrive
• Feature/Setting: Workflow Automation; send personalized message after activity “installation” closes.
3.10. Microsoft Power Automate
• Feature/Setting: Flow automation; connect Dynamics 365 “Order Complete” to Teams/Outlook action.
3.11. Google Workspace (Gmail & Sheets)
• Feature/Setting: Apps Script; auto-generate email from completed row entry.
3.12. Slack
• Feature/Setting: Incoming Webhooks; notify internal channel on completed installation, prompting manual or auto-follow-up.
3.13. WhatsApp Business API
• Feature/Setting: Template messaging; configure sending a post-installation update via API call.
3.14. SurveyMonkey
• Feature/Setting: Trigger survey invitation via API when installation status flagged “completed.”
3.15. Shopify
• Feature/Setting: Flow app; send follow-up email from “fulfillment complete” action on AC products.
3.16. Klaviyo
• Feature/Setting: Post-purchase flow; auto-send follow-up and maintenance tips email.
3.17. Zoho CRM
• Feature/Setting: Workflow Rule; upon “Installation done,” trigger custom email or SMS via Zoho Campaigns or Twilio integration.
3.18. Freshdesk
• Feature/Setting: Automations; dispatch satisfaction survey ticket after job logged as completed.
3.19. Drip
• Feature/Setting: Rules; trigger post-purchase AC nurture sequence.
3.20. Aircall
• Feature/Setting: Call automation; schedule and auto-dial customer for live follow-up post-installation.
3.21. Typeform
• Feature/Setting: API; auto-send survey form link upon status change in CRM or field app.
3.22. ServiceM8
• Feature/Setting: Automation; auto-send email/SMS after job marked “completed.”

Benefits

4.1. Ensures every customer receives proactive and consistent post-installation care.
4.2. Increases survey and review collection, boosting reputation management.
4.3. Frees staff from repetitive tasks, allowing them to focus on problem-solving and upsell efforts.
4.4. Improves customer retention, fostering loyalty with timely maintenance reminders or promotions.
4.5. Reduces missed follow-ups and enhances data collection for insight and reporting.