How Native uses technology to provide professional customer service.

Ben Collinsworth

A whopping 89 percent of consumers have stopped doing business with a company after experiencing poor customer service.

 

This according to the RightNow Customer Experience Impact Report.

 

At Native Land Design, we know how important customer service is. It plays a critical role in how we think, plan and strategize our business.

 

We never want our customers to feel like it’s challenging to do business with us.

 

As such, over the last four years we’ve invested in some key technology to make doing business with us much simpler.


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Finding Organization With Evernote

Evernote, a cross-platform app that serves as a note-taking tool and project management system, has revolutionized how we communicate—with each other and with our customers.

 

With Evernote, we collect and share ideas across desktop and mobile platforms. One’s thoughts are always available, accessible and in-sync compared to when they are jotted down in a notebook and one can’t find the right page. This also makes it easy for any of our team to share ideas and notes about specific landscape jobs with other members of their team or with property managers. In one example, a property manager asked about a decision we agreed on at a specific intersection at his property, and he couldn’t remember what it was. I typed in the street name and pulled up the discussion in seconds. This helped show the client how we build value for him. We can even take a photo of handwritten notes and store them in Evernote and they also become searchable.

 

Specifically, Native Land Design uses Evernote as a means of remembering specifics about properties, including issues or photos of certain areas, and then we can communicate more efficiently with clients, referencing these sections, tracking specific to-dos and checking them off lists before property managers even have to inquire about problems or concerns. Designers have even used Evernote to create designs or log design ideas on a property, and managers use it to better instruct crews on how to get things done efficiently.

 

Dropbox Makes Sharing Easy

Dropbox, similar to Google Drive or iCloud, is a way of sharing information internally or with clients. It makes going paperless easy. We have a shared database of our training materials we can access for new hires or anyone who needs them. We keep receipts and invoices here too so anyone who needs the information can find it quickly from anywhere.Crew Leader Training - 2

 

Meeting Management

Native Land Design uses GoToMeeting to help share discussions and ensure our multiple offices don’t feel too disjointed. We have weekly forecast meetings, as well as regular professional development meetings or peer group meetings and video conferences that we can all do on GoToMeeting. Sessions can even be recorded for later reference.

 

Our Software Solution

Native Land Design incorporates sales, billing and estimating into one software. It’s called Aspire, and it enables us to monitor job tasks and ensure they get done in a timely fashion be generating monthly tickets that we can review to ensure we didn’t miss anything important for our commercial customers.

 

This helps us improve service accuracy and timely estimating and invoicing.

 

Uncovering Property Specifics

Native Land Design uses Go iLawn and Google Earth to merge high-resolution commercial property photos and measuring tools for easy access to data that creates more precise measurements faster. This reduces man-hours used to measure sites, boosts accuracy and saves time and money—for us and our clients.

 

Marketing Stats in One Convenient Place

When it comes to managing our marketing, we use Hubspot. This helps us keep everyone in one place, including website metrics like visits and where they are coming from, as well as insight into where people spend the most time o

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n our site so we can invest more content there.

 

A Tech Solution for Irrigation Maintenance

Native Land Design uses a mobile-cloud solution for irrigation maintenance called Tapigo. The app replaces papers and records irrigation issues and fixes instantly. Broken heads and clogged nozzles aren’t forgotten because they are recorded in the app.

 

Technology Helps Us Streamline Business For Our Customers

At Native Land Design, we believe these smart, technology tools enable us to do our jobs better and with greater accuracy and efficiency. This can only serve to enhance the customer experience.

 

If you want to learn more about the tools we use, contact us at 512-918-2270 or fill out our contact form onlinetoday. We offer a free onsite consultation.

 

 

 

Local And Loyal

Native Land Design prides itself on creating lasting client relationships and being big enough to provide everything you need, but small enough to ensure you feel a personal connection to our company – from the crewmembers on your property to the owners.

 

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Ben Collinsworth

About

Before Ben founded Native Land Design in 2001, he earned a Bachelor's degree in Horticulture and Landscape Architecture from Texas A&M University. He’s an active member of ASLA, HBA of Austin, NHBA, PLANET, and BOMA. Ben, his wife and their three children reside in the Cedar Park area.

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The reports (and pictures) that Native Land Design sends out are great — what a difference in customer service!

Karen Vaughn, Property Manager, Goodwin Management