HEROS security: Starting with CRM
software after 30 years in business
5/22/2024
Customer stories
As the number of deals increases, the need for reliable client records and associated data does as well. This is exactly what HEROS security experienced some time ago. When the existing system was no longer a good fit, the team around Milan Soukup decided to look for a more suitable solution – CRM software. It helped them get better insight into jobs in progress and made the process of signing contracts online easier.
HEROS security is a group of family-owned companies with more than 30 years of experience in the security services field. HEROS offers installation and servicing of security systems and physical security of industrial premises to its customers, which include small, medium, and large companies, as well as owners of family houses.
What will you find out?
- Why HEROS decided to switch to a new system
- Which factors were important when choosing CRM software
- What the new tool allows HEROS to do
First impulse: Storing data
For a long time, HEROS security kept track of client inquiries primarily through email. They tried CRM software from a competitor for a while. There they mainly used features like tasks and sales processes, but the system gradually stopped being a good fit, so the team returned to email. As new jobs started to add up, keeping track of customers, servicing, and installations became more challenging. With this in mind, Milan Soukup, owner and managing director of the companies, began looking for a new CRM tool that was multifunctional and met all internal needs.
One of the major things we didn't like about the previous system was that it didn't have its own mobile app. It was purely web-based, so it had to be opened on a large device, which was impractical for us. The user experience was not as pleasant because of this.
Milan Soukup
CEO of HEROS
An important moment came for the company when they started to lose track of which projects were currently in progress. Keeping track of the initial status was the easy part, but it became more challenging to bring deals to the finish line — they needed reminders, needed to know when it was necessary to give the client a small push, and when HEROS was the one that needed to make the next move. This created space between the start and end of the deal that needed to be addressed. It was based on this that the team said, "Hey, we're a bigger company now, we need to have this data somewhere."
And along with that came the idea that we could keep track of existing clients and their properties. We needed to keep a record of what the client owns, what kind of contract they have, and prices. So that you could check one single place where all the information would be stored together.
3 things which CRM software was supposed to solve
- Unorganized information about jobs in progress
- Difficult staff coordination
- Lengthy data cleanup process
3 key requirements for new CRM software
- Easy to use
- Security and system stability
- Option to use maps for planning technician routes
Criteria for selecting new CRM software
Milan Soukup, who is responsible for all technical systems at HEROS, selected the new tool based on criteria set by the company. In addition to the need for a mobile app, the criteria included:
- Multifunctionality and unification
- Synchronization and connection to other applications
- Well organized and modern system.
I browsed through several systems and had calls with the sales reps. At Raynet, Mrs. Voštová introduced the system to me, for which I must give her a shout-out. She presented it so well that I understood everything immediately.
The integration process was smooth and it took the company about a month to use Raynet to the fullest. Apart from the above mentioned ease of use, they also appreciated the possibility of connecting Raynet to external applications, and the customization options of individual sections, which they could set up to their liking.
Electronic Signatures
The company was primarily in need of detailed record-keeping and signing of contracts, which they needed to do frequently, as the security services they provide require formal agreements with customers.
Electronic signatures via DigiSign are absolutely amazing. The fact that you can send a contract with a few clicks and do not have to download or upload anything is just great. That was the feature that convinced me the most to choose this system.
💡 Tip: With the Electronic Signature feature, you can sign documents online. The signatures are completely legally binding and they are verified through the signatory's email and phone. This saves you a lot of time and makes your work more efficient.
Video tutorials
According to the head of the company, Raynet’s video tutorials were also an advantage: "The very next day after the trial version was set up, I started watching your videos. The fact that we also make videos about our systems in our company made it great. It's one of the things that convinced me of how nicely Raynet has everything worked out. When a new user starts using Raynet and has only basic information, you can easily guide them to start using the system. That's what made me want to start adding more users."
At Raynet, we pay a lot of attention to video production. In addition to the Getting Staretd series, you can also find short videos in a lot of our Knowledge Base articles, detailing how every feature works.
A single place for all data
Of the new possibilities that Raynet CRM introduced to the company, the most valued is the existence of a single place where all important information about clients and services can be stored or looked into at any time.
If a customer calls customer support and asks about things that someone on the team has handled, anyone from customer support can easily open the Business Board and quickly see what was discussed with that client. They can respond right away and get the whole situation resolved. Within Raynet, the information is available across the entire company, regardless of who was dealing with the client.
According to Milan Soukup, the Business Board is the alpha and omega of everything. It allows individual employees to keep track of the various stages of a deal without the need to write anything down or remember what stage of the negotiation they are currently in, which was one of the weak points in previous years.
I just open it up in the morning, see where we left off, and move forward.
Security and custom fields
Equally important for HEROS Security is the option to set permissions for employees depending on whether they have a document for editing or a read-only document. Raynet offers a large variety of security features like User Roles, Security Levels, the Visibility Tree feature, and more.
A similarly strong advantage was the option to define Custom Fields in client records according to the parameters entered, which often makes it easier for people in the company to navigate internal data. These fields can be added to all record types, be it an Account, Meeting, or Deal. The user simply selects the appropriate field format, and names the panel and fields within it. Custom Templates for contracts have proven to be equally useful.
The fact that templates are created and edited in Microsoft Word gives users much better control over the formatting, design and, most importantly, the amount of information they can transfer into a document from Raynet.
Although we used Google Forms to generate PDFs for us, this is a lot easier. I add the values and with one click I can create a contract from it. Raynet can do electronic signatures, bulk emails, and a lot of other things we use today that make our job an awful lot easier.
Thanks to Raynet, in HEROS, they:
✔️ Have one single place to store and look through all the necessary data.
✔️ Sign contracts online, quickly and easily.
✔️ Management has a better overview of the Sales Department's work.
✔️ Eliminated weak points in the process of communication with clients.
