Automated review requests, post-job satisfaction scores, full service history, and renewal reminders - the customer retention engine running quietly in the background.
Recurring revenue is won by showing up again. But most businesses have no system for what happens after the job closes - no automated review request, no service history anyone can find, no reminder when the agreement comes up for renewal. Good work gets done and then the relationship quietly expires. The pattern holds whether you run service trucks, a clinic, or an online subscription.
TMI's Customer Feedback and Service CRM closes that loop automatically. When a job closes, the system triggers a review request to the customer. The technician's performance score is logged. The full service history - what was done, when, what was installed, what's under warranty - is attached to that customer's record and searchable in seconds.
When a service agreement or maintenance window comes around, the system flags it before the customer calls a competitor. Every follow-up happens on time, without anyone having to remember to do it. Recurring revenue compounded by a system that never forgets a customer.
When a work order closes, the customer receives an automated satisfaction request - SMS or email, timed to when they're most likely to respond. Positive scores trigger a Google or platform review request. Negative scores flag the job for manager follow-up before the complaint gets posted publicly. Every response logged to the customer record.
Every job, every install, every part replaced, every technician who visited - attached to the customer profile. When they call back, anyone who answers can see the full history immediately. When a warranty claim comes in, the original install date, technician, and equipment serial number are one search away. No digging through files or calling the tech who did the job two years ago.
Service agreements, annual maintenance windows, and equipment replacement timelines tracked per customer. The system flags upcoming renewals and sends the customer a prompt - through the channel that works for them - before the window lapses. Recurring revenue from existing customers captured without any manual effort from the team.
Not a generic sales CRM bolted onto your operation. Built around recurring service, delivery history, and repeat customer retention - for any business that earns its next job by keeping the last customer.
Recurring customers, service agreements, renewal reminders, and full job history in one place. Never lose a follow-up. Know exactly what every customer has had done and when it's due again.
Automated post-job review requests to Google, Yelp, or platform of choice. Timing, channel, and message customized to your customer base. Negative score routing to prevent public complaints before they post.
Service agreement tracking by customer, equipment type, and renewal date. Auto-renewal prompts sent on schedule. Lapsed agreements flagged for outbound follow-up before they call a competitor.
Annual tune-ups, filter replacements, and system replacements are a predictable revenue stream - if you have a system that tracks when they're due and follows up automatically. The CRM turns one install into a multi-year relationship without anyone managing it manually.
Repeat customers are your best customers, but only if you stay top of mind between jobs. Service history visible to every dispatcher. Review requests triggered automatically after each visit. When a customer calls back, you already know exactly what was done and when.
A completed engagement is also a renewal opportunity next year and a referral source today - whether it's a consulting project, a patient visit, or a software subscription. Post-job review requests capture the satisfaction while it's fresh. Renewal reminders bring customers back before they shop around. The business compounds without adding headcount to manage follow-up.
The reviews, the history, the renewals - they don't happen automatically unless you build the system for it. We'll show you what that looks like in your operation.
FAQ
After each job closes, the system triggers an automated feedback request to the customer. Responses are captured, scored, and organized by job type, crew, and location. Patterns - a specific tech with consistently high scores, a job type with recurring complaints - surface automatically rather than requiring manual review of individual responses.
The CRM maintains a complete service history for every customer - every job, every invoice, every communication, every service agreement. When a customer calls, their history is immediately visible. When a service agreement is approaching renewal, the renewal sequence triggers automatically. Customer segments - high-value recurring clients, seasonal customers, lapsed customers - can be communicated with separately.
Feedback scores are tracked by crew member, by job type, and by location. When a pattern appears - a tech with declining scores, a job type with consistent complaints about a specific issue - the system surfaces it for management review. This replaces the typical approach of reviewing feedback only when a problem is already serious.
Active service agreements are tracked with expiration dates and renewal terms. Starting 60-90 days before expiration, the system triggers a renewal sequence - automated communication to the customer, tracking of their response, and scheduling of the renewal appointment when they agree. Lapsed agreements get re-engagement sequences rather than being forgotten.
The CRM record for each customer connects to their billing history, open invoices, and active work orders. When a customer has an outstanding invoice, that context is visible when they call or when a renewal sequence fires. Customer credit terms and rate agreements pull from the CRM record to billing automatically.
A standard CRM and feedback automation implementation takes 6-10 weeks, including migration of existing customer records and configuration of renewal sequences and feedback workflows.
TMI