My-Villages integrated The Boat Village customer communications platform with its DockMaster back-office software.
By integrating the two, the company hopes to provide a tool for managing business dealings such as customer interactions, service coordination, task management, work orders, parts ordering and accounting.
It also eliminates the need for multiple phone calls, faxes, emails and texts because customers can enter task requests via The Boat Village and they are routed directly to the service manager.
They are then turned into a DockMaster estimate. The service manager can allocate man-hours, order parts and finalize the estimate for the customer. Using the Boat Village, the customer can approve the tasks on the estimate, add photos or video, ask questions, provide further input and receive updates on work that is underway.
“This new, integrated front-to-back system allows service professionals to process customer-requested work tasks online and then integrate those tasks into a traditional work order,” My-Villages founder and CEO Kevin Hutchinson said in a statement. “Customers can upload photos and video as part of their service tasks and receive system-generated emails to keep them informed and up to date on the progress of the work. Improved communication and task management enables service teams to deliver projects more efficiently, vastly boosting customer satisfaction.”
The first companies that will use the new integrated system include Whiticar Boat Works of Stuart, Fla.; FastBoats Marine Group in Pompano Beach, Fla.; Northshore Yachtworks of Vancouver, British Columbia; and Portland Yacht Services of Portland, Maine.
“We have been looking forward to this integration since My-Villages acquired DockMaster at the end of 2013,” said My-Villages customer Jason Curtis, who is vice president of operations at Portland Yacht Services. “Allowing customers to electronically agree to tasks on a work order, before the work begins, will dramatically improve the accuracy, quality and efficiency of communications with our customers. It will bring us to a whole new level of customer care and service.”