Dear movers, technologies change every aspect of our life. That is an indisputable fact. They disrupt every industry all over the world and ours is no exception. Professional movers have already implemented digital agreements, tools to let customers track their shipments online instantly, and mobile apps to facilitate the moving process even more.
What is the next big thing?
Virtual estimates.
Are they going to utterly change the process of giving a moving estimate?
A company called Crater has developed an online tool to help moving companies make moving estimates the digital way.
The Idea
Alex Alpert and Erik Christensen, who have worked in the moving industry for years and can relate to both, the customer and their mover, have come up with an idea that the whole process of doing a moving estimate should become a lot more efficient.
They believe that utilizing technology will help all parties achieve a better outcome. It has taken them four years to release their current product on market.
Movers want to optimize business costs, whereas still provide a valuable service. Sending a representative to do an in-home estimate, so later they can give an accurate price to the customer, can take a lot dollars out of their pocket.
On the other side, customers want to be able to control the process. They want things to happen on their own terms and time.
Crater secures a virtual space for both sides to meet, giving them equal power over the process.
The Virtual Estimate Itself
Crater is a software program that your company can easily implement into your sales process to capture more leads online. The process is pretty easy and straightforward. You embed on your website to enable your customers to schedule a video chat in order to receive an estimate.
After a survey is scheduled online, the customer receives a text message with a link which leads them to the secure video chat at the agreed date and time. Customers can choose between the option of doing a live survey with a company representative or, recording a video by themselves and then sending it to the company.
The best part is that both parties arrange a time for the moving estimate that is convenient for them. Clients show their belongings with a smartphone or tablet at hand and record all items they want to move regardless of the date or time of day. And sales representatives, on their turn, can send their price offer as soon as they can.
Furthermore, the live chat gives the opportunity to estimators to ensure that the customer won’t forget to mention items in storage areas, as they guide clients through the process. They can figure out possible complications on moving days such as narrow hallways or staircase as they ask questions to the customer.
And, as the virtual estimate is recorded, both parties can later get back to the video and discuss details further, adding notes and taking screenshots as desired.
Another additional benefit of the video estimate is that it can assist the claim process if a dispute occurs. As every item is recorded, there is no space left for later speculations regarding the condition of any item. The video can be made accessible to any relevant third party, in addition to the client and the mover.
From a safety standpoint, the file always lives on a cloud server. The moving company is allowed access to view the video online from any of their devices. However, Crater does not allow downloading, in order to protect the privacy of the person moving.
The Cost
- If the moving company’s own representative will conduct the survey, the cost is $20 for each new customer.
- If the moving company requests for Crater’s representative to conduct the survey on their behalf, the cost is $50 for each new customer.
- If the moving company requests for Crater to process a survey into a cube sheet within 24 hours or less of the survey’s completion, the cost is $40.
In Conclusion…
Virtual estimates make the whole process transparent for the customer and prevent movers from skewing information when giving a price. Now you both look at that same sofa. The video survey is a more convenient option, as it saves time, it’s efficient and finally, it guarantees that all parties are on the same page.
“The introduction of Crater into the Joyce service pipeline has increased our speed, accuracy and documented on the job service quality and raised understanding and moral. In respect to the private sales side of the business, we have been able to provide estimates, book a move and plan it by 5 PM the same day. It’s been a paradigm change for us.”
William Joyce, Owner and Founder of Joyce Van Lines in Greenwood, Indiana
“Crater has been very useful and has been a huge success since we started using it in March. It is very customer friendly, and it has helped us out in many situations, such as eliminating phone surveys and surveys in remote locations. We look forward to the efficiency Crater will continue to bring us in the future and we would recommend it to all.”
Charlie McDaniel, Client Relations at Hilldrup Companies
Thank you, Alex Alpert and Erik Christensen for sharing your story with us.
Would you offer a virtual estimate as an option to your customers? What do you think about video estimates at all?
We would love to read your comments on the topic.