Old systems and manual processes often hold growing businesses back from reaching their full potential.
Junk Doctors, a full-service junk removal and demolition company, had been expanding across North Carolina for years but faced a major challenge.
The company was tangled up in older, manual processes that were hurting its efficiency and growth. Crew members, tired from a day of hauling junk, often forgot to ask for reviews. When they did remember, it was an inconsistent, time-consuming process.
They knew there had to be a better way to manage their operations, especially when it came to collecting customer reviews and streamlining communication.
By combining NiceJob and Workiz, Junk Doctors was able to automate their review collection process, transform operations, and skyrocket their online presence.
"The number of reviews that we've received since using NiceJob has just exploded," says Fowler.
NiceJob and Workiz recently sat down with Christian Fowler, Vice President & Co-Founder of Junk Doctors, to understand how the platforms’ automation helped transform and grow his business.
Why Manual Processes Hold You Back
Junk Doctors was growing, but their review process wasn't keeping up.
Post-Job Fatigue
After a long day of hauling junk, especially in the sweltering summer heat, crew members often forgot to ask for reviews.
"You've got to remember to do all this stuff at the end," Fowler explains. "And sometimes these guys, especially in the summertime when it's hot, they forget to do stuff like that."
Time-Consuming Data Entry
When crew members asked for reviews, they had to manually enter customer information into a system.
“We had to physically enter the customer information on a separate website and send it to them. You've got to rely on your crew to make sure they're getting that done, and you've got to spend time checking to make sure they're actually doing it.”
This process, which included filling out the customer's first and last name, email address, or phone number, was not only time-consuming but also prone to errors.
Limited Follow-Up
Their old system only sent one review request, with no automatic follow-ups. This meant many potential reviews were slipping through the cracks.
Limited online presence
While the company was growing, its online reviews weren't keeping pace – limiting its ability to attract new customers.
Lack of Automation Across the Business
It wasn't just reviews that were manual.
Customer reminders, invoicing, and other critical processes were all handled manually, eating into time and resources.
Transforming Operations and Boosting Success with NiceJob and Workiz
When Junk Doctors implemented NiceJob and Workiz, they were looking to streamline their operations and eliminate time-consuming manual tasks.
The seamless integration between the two platforms allowed them to automate many key processes, freeing up their team to focus on core business activities.
According to Christian, "The automation process is a huge time-saver for us.”
Review Collection on Autopilot
One of NiceJob's most significant benefits was the ability to automate review requests.
Christian explains, "The automation between NiceJob and Workiz has just made things extremely simple on my end. It takes the guessing out of it, and I don't have to question whether we're getting reviews or whether the requests are being sent."
With NiceJob's integration with Workiz, review requests are automatically triggered upon job completion. This eliminates the need for manual intervention, ensuring that every customer receives a prompt and personalized request for feedback.
"As soon as the job is completed and our crew on-site changes the status to complete, that request gets sent automatically," says Christian. This automation has not only saved time but has also resulted in a dramatic increase in review volume.
"Since we started using that, our number of reviews has shot up," Christian shares.
NiceJob's automated review collection system has delivered a 20-22% five-star conversion rate for Junk Doctors.
The multiple follow-ups yielded another unexpected benefit.
"The thing that surprised me, as far as conversions go, is we have a higher number conversion rate on that second request than we do the first, which I would have never thought," Fowler reveals.
Boosting Customer Trust and Conversions
The impact of these reviews goes far beyond just looking good online. It's translating into real business results.
"Whenever I speak to customers, that's really one of the first things they mention," Fowler shares. "They chose us because they saw our reviews."
The surge in online reviews generated through NiceJob has significantly boosted Junk Doctors' online visibility and credibility.
With over 1,000 reviews and a 4.9-star average, Junk Doctors has established a strong online reputation that instills trust in potential customers.
"When we're going inside of a customer's home, you know, trust is a big part of our business," Christian emphasizes.
"So that high level of reviews that we have and the large number of reviews that we have – it goes a long way in the customer's mind."
Workiz Automation Center
The automation provided by NiceJob and Workiz hasn't just increased reviews – it's made life easier while delivering real business results.
"Anything I can simplify for our crew and take it out of their hands and simplify their life, it makes my life easier," Fowler explains.
Workiz's automation capabilities offered a comprehensive solution for streamlining various aspects of Junk Doctors' operations.
Customer Reminders
One area where Workiz has made a significant difference is customer communication.
"When a customer books an appointment, they get an automatic email with all of their information," says Fowler. "And then 24 hours before their appointment, they get a reminder text message."
These automated reminders, sent via email and text message, have helped reduce no-shows and improve customer satisfaction.
"Reminders have been big for us," Christian notes. "It saves us from going out to the customer site and wasting our time."
Invoicing and Payments
The automation of invoicing and payment collection has also been a significant time-saver for the company's bookkeeper.
"Workiz handles that automatically. It sends receipts, sends overdue invoices, allows you to collect payment from customers that haven't paid," Fowler notes.
"You don't have to try to remember, you know, did this customer pay me? When did we complete this job? I need to send them a reminder."
Online booking process
After switching to Workiz, Junk Doctors saw a dramatic increase in online bookings.
"We pretty much doubled our number of online bookings since we switched," Fowler states.
"The booking process is extremely simple. It's quick, which goes a long way for customers that are booking through your website."
Why You Need Automation To Grow Your Business Better!
For businesses hesitant to adopt automation, Christian has a clear message:
"They're behind the times at this point. Moving into 2024, things are changing very quickly, and if you don't have automation in your business and your systems and processes, you're losing out to your competition."
Ultimately, the automation-driven efficiency gains have translated into tangible business growth for Junk Doctors.
NiceJob’s reputation management system has increased its online visibility, with skyrocketing positive reviews attracting new customers and helping the company continue its expansion!
If you’re looking to improve your operations and automate the systems that are draining your time and energy each week, sign up for Workiz and connect your NiceJob account.
NiceJob is proud to support businesses like Junk Doctors and owners like Christian in making their lives and their businesses easier and more successful!
About NiceJob
NiceJob is a reputation marketing platform designed to help home service businesses collect reviews and referrals from their customers to win more leads, close more sales, and grow their businesses automatically.
We offer a comprehensive platform that integrates with Workiz via Zapier and makes it easy to share positive reviews to your website to boost your search engine rank and conversion rate, convert happy customers to refer your company, and offer valuable operational insights such as which employees are driving the best/most reviews.
Sign up for a 14-day free trial today!
About Workiz
Designed by service pros, for service pros, Workiz is an end-to-end CRM solution for home and field service management (FSM) companies. With Workiz, FSM companies can run their entire business from one central location.
Trusted by over 110K pros across North America, Workiz streamlines field service operations and synchronizes communication between managers, dispatchers, techs, and customers.
Workiz integrates with dozens of industry-leading ISVs, marketplaces, and platforms (including NiceJob) to enable service businesses to work smarter, save time, optimize operations, manage inventory, reduce costs, grow faster, and hustle smarter.
