Survey Management System

Whether you are a sole-trader or a large company it is important to have a survey management system in place to ensure every customer has a consistent experience. This also helps to maintain levels of quality when routines are disrupted. 


What is a survey management system? 

A management system is a set of policies, processes and procedures used by an organisation to ensure that it can fulfil the tasks required to achieve its objectives. A survey management system is designed to help you successfully handle all of your sales enquiries and bookings through to completion in a consistent and timely manner. 

This means that no matter your workload, every customer gets the same service level and updates through to the completion of their job (and beyond). This also helps you to ensure that no task gets missed on any jobs and you more easily maintain your standards and compliance. 


What processes can a survey management system handle? 

A survey management system can be set up to help you at different stages in the survey process. You could use a system to manage:

  • Sales – managing enquiries, submit quotes and convert to instructions
  • Bookings – process terms, payments and data collection
  • Job progression – handling diary management, appointments and signing off when complete

You can choose how much you wish to automate your processes and how much you wish to do manually. 

Benefits of a survey management system

There are a number of benefits of using a system to manage your surveys.

  • Time saving – by automating basic manual processes, you can gain back time to focus on other tasks. For example, by automating the creation of terms documents and invoices, you can focus on dealing with customer queries or carrying out surveys. It can also help to provide information to customers more quickly because you aren’t getting backlogged with manual admin. 
  • Consistent customer experience – the key to success is consistency. Survey management systems help to ensure that every customer gets the right updates at every stage of the survey process. Consistently good service leads to consistently good reviews which in turn leads to more enquiries. 
  • Connectivity – online management systems enable you to connect with your other software such as calendars, accounting software, review sites and more. Connecting these systems enables you to ensure you other systems are automatically updated at key points without the need to manually update each one. These time savings for basic tasks mean you can focus where you add value instead of on general administration. 


Survey Booker is a survey management system and CRM. Check out some of the features on offer here

What Survey Booker customers say...

I can’t remember how we managed without the system doing all these tasks. 

It’s really changed the way we operate for the better and has become an integral part of our online offering

What used to take me 30 minutes or so per instruction (emailing quotes, taking instructions, typing terms, invoicing) now takes 5 minutes tops!

Software for Surveyors

The range of software for surveyors

There is a whole host of software for surveyors depending on what you are looking to achieve in either the residential or commercial surveying sectors. The current software for surveyors covers everything from boosting sales to data capture to submitting final reports. 

Here’s our overview of some of the surveying software available to you.

Software for Residential and Commercial Surveyors

Data capture and Report writing

There are a number of solutions available for on site data capture and report writing. These software solutions can make capturing on site data and reviewing it later much more efficient and aid in producing final reports more quickly.

Additional site notes can be kept in the background for all aspects of your report making it easy to review your reports both at the time of writing and in the future. 

Dashboards can be provided to review data storage – it is one thing having data available but it is important to be able to analyse that data to give it true meaning. 

Some solutions that exist are:

Sales and Survey Management

Survey Booker 

The Survey Booker platform offers the ability to handle your sales and survey management in one platform for all your private work. We integrate with a range of other software for surveyors such as CoreLogic Survey Hub, lead generation sites and more. Customer accounts help customers to engage with you easily at any time. 


CoreLogic Survey Hub

Survey Hub helps you handle your surveyor management for lender and private instructions with integrated report writing software. Survey Booker and Survey Hub are integrated allowing you to post instructions into Survey Hub with automated retrieval or status updates to keep your customers up to date and surveyor diaries managed with ease. 



Quest helps you manage your lender and private instructions with integrated report writing software. 



Lead Generation

There are a number of business generation sites for both residential and commercial surveyors. These platforms enable you to generate leads typically for a cost per lead. The following sites link with Survey Booker so you can automatically feed leads into your dashboard. 

Other software


Create plans, elevations and sections can be drawn up and modelled using CAD and software like Sketchup. 


Take 360 photo tours and extract data points at different stages of construction. 

Thermography software for surveyors

There is a range of software that aids with the collection and analysis for thermal imaging. This can aid with predictive maintenance on critical components, system troubleshooting, and increased productivity.

Digital Twins

Systems like Vu.City help you to make better and faster planning decisions for both buildings and infrastructure. Understand how skylines change, how traffic flows are affected and more. 

BIM Modelling

Building Information Modelling (BIM) is an intelligent 3D model-based process that gives architecture, engineering, and construction (AEC) professionals the insight and tools to more efficiently plan, design, construct, and manage buildings and infrastructure. 

What Survey Booker customers say...

I can’t remember how we managed without the system doing all these tasks. 

It’s really changed the way we operate for the better and has become an integral part of our online offering

What used to take me 30 minutes or so per instruction (emailing quotes, taking instructions, typing terms, invoicing) now takes 5 minutes tops!

Best CRM for Surveyors

Best CRM for Surveyors

What is CRM or Survey Management System?

Your time, and your team’s time, is best spent on the tasks where you are fee earning – carrying our surveys or winning instructions. Admin tasks and finding information are a distraction. When the housing market is at its peak, you have more quote enquiries than you need and you’re receiving instruction after instruction. Wading through emails or a spreadsheet to track client information and the status of their survey is the last thing you need to run effectively.

A CRM can help you take your business, customer experiences and processes to the next level – to better your best. CRM stands for ‘Customer Relationship Management’ and is a database that allows you to easily view the live status of each customer and save you a significant amount of admin time.

Book a demo now

What is a CRM for surveying?

CRM systems are your single source of truth for all survey and customer information. This enables any team member to see the full customer picture, quote or survey status and provide better data-driven answers. CRM systems also integrate with the different software you use and enable you to remove manual processes from your day.

This ensures your business is organised and helps your organise a healthy pipeline of sales and surveys that saves time, increases sales and improves your customer experience. Some key features your CRM should offer:

  • Show all customer information in one place – no searching through spreadsheets and emails
  • Auto update status – when one person updates a survey status, everyone can see straight away
  • Automate tasks – no need to manually create terms, process payments or provide general survey updates
  • Customer engagement – allow customers to track their quotes, communication and
  • Audit compliance – view all information related to a survey such as reports, terms, correspondence and notes
  • Integrated – connect with industry software such as lead generation sites, panel management integrations and more
  • Reporting – view reports to understand how you’re performing (sales and SLA’s)

What to look out for from a Surveying CRM

Quote management

Customers can make a quote enquiry via your website and their data should add to your CRM system to prevent you needing to manually enter data. You can also add quotes manually if you prefer.

Lead generation sites can also integrate with your CRM so that your leads can be viewed immediately in one place without the need to scroll through emails. You can also easily see at a glance which leads have had a response and which need further information or contact from you.

Referrers can also integrate with you so that they can send you leads and track progress.

Terms of engagement

Integrated e-signature software can allow you to submit personalised terms for signing in a click. This can reduce the time taken to submit terms by 85% and reduce errors by 80% on average. These can be signed with ease on any device without the need to download, print, sign and send back. You can also track how far a customer has got with signing so you can follow up with the right questions.


If you take online payments, jobs can be automatically marked as paid by the system so that you know you can book in a job or release a report without having to check every single payment made. Multiple payment options help customers choose the option that they are most comfortable with.

Audit compliance

CRMs can be used for audit compliance as your single point of truth. Clicking on any job you can see all customer service notes, site notes, reports, terms of engagement and correspondence. Much easier than referencing different folders against your spreadsheets and email history.

Survey updates

Customer updates can be automated at general stages of a survey so they are kept up to date in a timely manner without you needing to remember to send that email. This keeps the customer happy that things are progressing and you free to have conversations at the important times.

Customer and team engagement

Customer engagement is key to a good experience and accounts enable your customers to be engaged with your company at every stage of the process. In the same way, your team can login and view what they need to do, leave notes and comment on tasks so everyone is on the same page with ease keeping your business flowing nicely.

Specialist CRMs for Surveying

Survey Booker

Survey Booker is a specialist CRM for surveying designed with the survey process at its core to help you streamline your processes and save up to 85% of the time you would normally spend on admin so you can focus on where you add value – speaking with customers and carrying out surveys.

Survey Booker is designed for surveying firms that want a CRM that is dedicated to handling the specific workflows they follow and integrates with other industry systems such as Survey Hub (CoreLogic), reallymoving, Local Surveyors Direct, Compare My Move and Local Building Surveyor as well as e-terms of engagement and payment systems to help manage the full surveying booking and compliance process.

General purpose CRMs:


Pipedrive makes sales visual by creating customised pipelines so you can see exactly where all of your deals are in the sales process. Pipedrive also offers a mobile app and integrates with third-party systems including Asana, Trello, and Slack.



Zoho CRM allows you to set up real-time notifications to be in the know any time a lead or customer interacts with your business. The real-time reports and insights ensure you can have up-to-date data at your fingertips no matter your location.

What Survey Booker customers say...

I can’t remember how we managed without the system doing all these tasks. 

It’s really changed the way we operate for the better and has become an integral part of our online offering

What used to take me 30 minutes or so per instruction (emailing quotes, taking instructions, typing terms, invoicing) now takes 5 minutes tops!

The Surveyor Hub Podcast - Customer Experience

Matt Nally, founder of Survey Booker, speaks with Marion Ellis on The Surveyor Hub Podcast

Matt Nally from Survey Booker spoke with Marion Ellis from The Surveyor Hub about the customer experience in surveying and how technology can help surveyors to have more time for customers, surveys or themselves! We discussed:

– How Matt conducted customer experience research for the surveying industry
– The findings on inquiry response time and the quality of websites of surveyors
– Why it’s so important to respond to customers within one day
– How Survey Booker works and its benefits for surveyors
– How surveyors can improve the quality of engagement with customers


Listen to the podcast below…

Survey Booker versus Invoicing

Survey Booker versus Invoicing & Payments

Invoicing & payment – the stage where your customer really commits. This can come at any stage in the process. Many surveyors like to collect payment up front to prevent non-payment in the event of a cancellation. Others collect payment later in the process before the report is released. Similarly to terms, this is a process that is labour intensive and takes time out of your day. Equally it is a stage that can cause delays. Let’s explore the options available to you and how Survey Booker can help remove wasted admin time so you can focus on your customers and surveys.

Invoicing and Payment options

You have two main options when creating an invoice. Firstly, you have the option to create an invoice using an excel or word template, exporting it as a pdf, attaching to an email and sending out. Or you have the option to create an invoice in your accounting software, manually adding the customer details and survey information before submitting to your customer.

The latter provides the key benefit that your accounting is kept up to date at the same time making it far easier to prepare VAT returns or annual accounts. Invoices can also be viewed online (with the option to send an attachment). The benefit of no email attachments? Fewer emails lost to the spam folder.

You have two main options for taking payments once a payment request has been made.

  • BACS
  • Online payment


BACS payments are the cheapest method costing you only your banks transfer charges. However, it can take longer to receive payments this way as it requires more effort from customers to switch between banking apps and emails to enter the right transfer details. This can lead to people putting payments off, and an increase need for you to chase payments up. They also offer customers no safety net other than the knowledge they could follow your complaints procedure.

Online card payments allow your customer to pay easily and it offers them some protections should you not provide a report giving them confidence to go ahead. You’re able to prove the customer instructed you via your signed terms meaning card companies can see payments are genuine. You are also automatically alerted to the fact that payments have been received so you can book the appointment in straight away. This helps you to progress surveys more efficiently without the need to manually check your banking transactions. Online payments can also make instructing you feel easier helping to increase sales through customers not walking away making the processing fee more than work worth it. However, depending on how online payment processes are set up they may not be without their issues. Direct links on an invoice are straight forward. If your customer needs to go to your website, enter the payment amount, an invoice reference and other information then there is an increased chance of manual errors and difficulty tracking payments.

Saving time and faster payments with Survey Booker

So, how can Survey Booker make this easier? Let’s take a look…

Survey Booker can be connected with your accounting software via to automatically create an invoice at any point in the survey process. You can also choose whether to automatically submit an invoice or whether you want to review it and send it out manually.

For example, when customers e-sign your terms on Survey Booker we can automatically trigger Zapier to create a customer and invoice in your accounting software (e.g. Quickbooks or Xero) and even set it to automatically send out so your customer has an invoice straight away. It can also be created or sent later in the process once a payment has been received. This means you and your team can focus on dealing with customer enquiries and progressing a survey rather than handling admin tasks.

Survey Booker enables you to take online payments via Stripe and Worldpay (we have more payment integrations coming in 2021). When payments are received you automatically receive a notification to let you know the payment has been made. Payment requests can also be emailed to customers in the click of a button if you need to chase a payment up.

Once payments are received, accounting software can again automatically be updated using our built-in triggers.

BACS payments can also be marked as received on the system so you can track which surveys have been paid and which still require payment before a report is submitted.

Instead of focusing on accounting and payments, let Survey Booker do the heavy lifting. You can focus on overseeing it and spending time with your customers.

Work smarter

Survey Booker has been designed to help you work smarter and offer a better customer experience. Speak to the team to find out more about how you can streamline your business processes today.

Check out our blog for other articles on how Survey Booker can help you save time versus your current processes.

Survey Booker versus PDF Terms

Survey Booker versus PDF Terms

Terms of engagement are important. Not only are they a requirement but they set expectations at the beginning of the process to help ensure that what your customer thinks they are getting will align with what is submitted at the end of the survey. Therefore, it is important that they are clear, easy to read and easy to sign. Manual terms give rise to a whole host of sticking points that can make this a frustrating part of the process for both you and your customers.

The issue with manually sending terms of engagement

Time – the first issue with manually submitting terms is that they take time to personalise. Collating information from emails or spreadsheets, pasting across and double checking takes you or your team away from other tasks. They then have to be attached to emails, sent out and you have no idea how much a customer has engaged with them.

Errors – manually filling in terms documents leads to errors. We’re all human and the wrong information can be copied in or spelling mistakes can be made. More time is then required to update them and send on again.

Attachments – they can get filtered out by email spam filters. You’re waiting for a customer to sign and send back. Customers think you still haven’t sent them. This creates unnecessary delays.

Links to other documents – linking to supporting documents that customers must read before confirming back by email can result in customers just replying with acceptance. Whilst this ticks the audit box, it doesn’t help guide customer expectations.

Time to receive – documents that need signing manually can take time. Not everyone has a printer any more. This can lead to customers putting them off and delays in booking in surveys.

So, how can terms be made easier for all parties?

Old Terms vs Survey Booker E-Signature API

Survey Booker has built in E-Signature software. Your terms documents can be uploaded and tagged to prefill all the information we hold in the database. What’s the benefit of that?

Accuracy – the data is automatically entered into your terms documents exactly as you see it in Survey Booker. No need to copy and paste information from one place to another.

Time savings – sending terms can be done in a couple of clicks. Send your terms, check they are correct and add anything else you want and submit for review. The document is then with your customer to review and sign. So easy you can submit them from your phone whilst out of the office.

Customer experience – customers can easily review documents from any device, at any time, and sign with ease. Once submitted you’re alerted and the customer is told what happens next.

Customer expectations – because customers are guided through your document, you can be sure they have read through your terms properly and will know what to expect when your report comes through.

Easy to chase – you can see how far a customer has got with their terms at any time whether terms have delivered, email viewed, document viewed or signed. Making it easy for you to provide the right nudges. We’ll also automatically remind your customer after 3 days that they still need to sign if they haven’t done it already.

Work smarter

Our built-in terms process can help you work smarter.

Survey Booker can help you handle terms with an 85% increase in productivity and 80% average error reduction.

If you currently handle your terms manually or use e-signatures that require you to fill in data manually first, speak to the team to see how we can help you save time, offer an easier process to customers and reduce instruction times.

Survey Booker versus Spreadsheets

Survey Booker vs Spreadsheets

Spreadsheets have been the easiest way to manage all your jobs until now. That was until CRM (Customer Relationship Management) systems were developed – the fastest growing software product. CRM systems enable you and your team to view all enquiries, active projects and tasks that need to be carried in real time, on any device. You can also connect your systems together such as calendars and accounting software so that they all reflect the same information without the need for manual data entry or the risk of human error. Take a look at just some of the opportunities and advantages the Survey Booker CRM offers over spreadsheets.

Cut out up to 85% of admin time using Survey Booker versus spreadsheets

How CRMs do everything your spreadsheet does with less effort

Spreadsheets require a lot of manual data entry. Every enquiry that comes in (or every instruction depending on how you manage your sales) has to be manually entered into each part of your spreadsheet. Working in Excel, only one team member can work on the spreadsheet at a time.

This creates two issues:

Firstly, you can’t scale up easily. If your team are spending their time copying and pasting data into spreadsheets they aren’t spending time handing actual tasks. Manual processes like this also offer increased opportunities for errors… we’re all human.

Secondly, your team can’t see what’s going on in real time. A spreadsheet has to be saved before team members can go back in to view it. They also can’t work on it at the same time (unless your using Cloud based spreadsheets). However, either version are hard to view on the go on mobile devices.



Get your customers to enter the data into your systems for you. Survey Booker can provide you enquiry forms to add to your website and data feeds with other lead sources (such as lead generation websites and referrers). Your customers handle that task, you can focus on handling the enquiry.

Tasks can be set for each enquiry or instruction with reminders for you so you don’t ever miss a trick. They can also be assigned to team members easily with visibility on the status of everything that’s been assigned.

Your team can view what they need to see from any device at any time whilst others are working on updates.

Where spreadsheets get left behind…

Still not sold? Saving time and easy visibility across your team is just one part of the jigsaw. But unlike your spreadsheet, Survey Booker can connect with almost all your other software and make every other part of your process more efficient. Again, instead of requiring your teams to manually input data into the different systems you use and for the different tasks they have to carry out, you can let the CRM do the heavy lifting so your team can focus on the tasks where they add value.

For example you can connect:

E-signatures – our system can prefill your terms documents with all the right information so you can just review, add any additional comments and send for signing. Submitted faster with fewer opportunities for errors.

Payments – if you want to offer online payments, customers can click to pay, enter their details and the system automatically updates so you know payment has come through and you can take next steps. No delays checking bank statements and matching payments. You can also enter in manual payments and choose to send confirmation to the customer at the same time.

Accounting updated – we can help you keep your accounting software updated. Create invoices, add payments and more. Survey Booker can connect with the major accounting software via Zapier allows you to connect all sorts of software together. You can connect us to accounting software, mailing lists, review sites, calendars and more.

Task views – automatically see a task list of your inspections, reports and follow ups that are required for every customer and every survey. No need to organise spreadsheets to see what is needed. You can also set reminders so you never miss a beat.

Compliance – your CRM can store your terms, customer service notes, survey details, emails and documents in one place so you can show the full audit trail for every survey. No need to have different spreadsheet columns and cells referring to where documents are stored or having to search separately through your emails for information.

Work smarter

Spreadsheets might work for you now. But there are two factors to consider. Firstly, they require you to work harder to achieve the same outcome and distract you from the tasks that are important. Multitasking has been proven to reduce efficiency multiple times. Secondly, if you want to scale up, spreadsheets will limit your capacity to handle customer enquiries and your ability to effectively manage your team.

Survey Booker can help you cut out 85% of admin time throughout a survey from booking to report.

Speak to the team about how you can work smarter today.

Save Time: Reviewing Performance Metrics

Save Time: Reviewing Performance Metrics

In our last post about optimising processes to save time, we are looking at how you can save time reviewing the performance of your business. The success of top businesses like Amazon there is a relentless focus on data. Why? You can’t make accurate business decisions based on what you feel is going on! We’re emotive and we have natural biases. Without realising we will make decisions based on our own preferences. Data can often show different realities to what we believe to be the case or help us to see things from a different perspective. Let’s take a look at the metrics we can measure and how we can collate this information.

Data that is useful to collect

There are many data points you can collect. A few of these are:

  • Total quotes submitted
  • Total instructions
  • Conversion rate
  • Total revenue
  • Average fee
  • Total cancellations
  • Ratings
  • Turnaround times throughout the survey process

How to review the data

These data points are useful to provide you an overview of how you are performing as a business. However, these metrics are still too high-level for decision making. To improve your business performance and make accurate decisions you need to start diving deeper.

To do this you need to filter your metrics by different factors such as the lead source and survey type.

Why? Some lead sources may not convert well for one survey type but be your best performing for another. The lower converting lead sources may also provide higher fees. To decide which is your most effective lead source you need to understand your profit per instruction (average revenue per instruction type from that lead source minus the average costs for that survey type instruction and lead source).

You are looking for quality leads rather than just quantity.

You can also review how well you are performing on time. If you say you will provide reports within 3 days of an inspection, is the customer receiving the report within that time or is it taking longer? This can help you review if you need to adjust your workflows or advise customers of longer timeframes to keep expectations in line. The right expectations and outcomes lead to better reviews. If you are taking days to book in an instruction, is this a point where you are losing customers who get frustrated of waiting to hear back?

You can also look at how long you take to complete an instruction (from processing a booking, to travelling to and carrying out an inspection, writing it up and providing your phone call). What does your hourly rate look like when you factor in all these details? Do your fees make sense or should you be adjusting your fees up or down to ensure you’re earning a fair fee and providing value.


How to collect data

You can collect and review this data manually or automate data collection. To manually collect this data you will need to use a spreadsheet and enter in all your quotes, where they came from as well as update which customers instructed,  what fee was paid, etc. You will then need to create filters to allow you to review your data efficiently each time you want to run reports.

Option two is to automate the process by using a CRM system. As the data is collected automatically at each stage of the survey process. You just need to review metrics on reporting pages and start playing with the filters.

The latter option is more time efficient and can allow you to review your data at any given point without the need to spend time updating your spreadsheets and checking the data has been entered correctly.


If you start collecting data today you can start reviewing how you are performing in a months time. Which services are the most profitable to your business, which are the most time effective and which lead sources provide the best conversion rates for each service.

Remember to dive deep into each metric. One lead source may not be the best overall at converting but may be best at converting for a particular service. Another lead source may produce fewer leads but achieve you higher average fees. One service may offer higher turnover, but actually not be very profitable when you consider how much time you put in.

Your time is best spent reviewing data, understanding it and making decisions not on collating it. Review how you can start collecting and filtering data today so you can start making truly informed decisions. Survey Booker provide you reports at the click of a button so you can see how your business is performing. Speak to the team today to learn more.

Save Time: Collecting Reviews and Following Up

Save Time: Collecting Reviews and Following Up

The process shouldn’t end when your report is emailed out to your customer. As you will know, it is important that your customer feels that they can get in touch to discuss your findings and what advice you have for their next steps. And once your customer has had all their questions answered and they are satisfied with what they need to do next it is important to collect your customers feedback. Feedback helps you to encourage sales and understand if your process is really satisfying your customers.

The benefits of collecting feedback

We live in a world of reviews. They are particularly important where it is difficult to get a recommendation from friends and family. After all, surveying services are something that many people only use every few years. Even where we can get recommendations from those we know, we’ll often still check reviews online to see if the service is still as good as they experienced.

Why? We’re all risk averse. We want to minimise the risk of having a bad experience. Interestingly, people spend longer researching reviews of their next fridge than they do on a property viewing.

Having regular 5* reviews being left for you shows potential customers you are doing a great job and will likely satisfy them too. How does this help?

  • Encourage more sales – potential customers have the confidence to instruct you
  • Charge higher fees – customers want value. Most customers will pay more to guarantee a good service than risk paying less and potentially facing problems.


What happens if someone leaves me a bad review? One bad review won’t hurt. Customers understand that not everyone will be happy with the result. If the vast majority of reviews are great, customers will ignore the occasional bad one. But if you are consistently getting poor or average reviews it can help to identify where things aren’t meeting customer expectations. These early warning signs enable you to make the relevant changes to get things back on track so your business continues to perform in the long-run.

Collecting feedback with ease

There is the choice of collecting reviews manually to display on your website or platforms such as Trustpilot, Google reviews and Feefo. Whichever you choose, it is important to consider if you will use that platform for the long-term. Moving to another platform means starting review collections again.

However, collecting feedback is easy to forget when you are busy. Survey Booker also helps you collect reviews either through it’s internal system or by linking to an existing platform that you use.

We provide an automated follow up a week after your report has been submitted enabling you to touch base with every single customer after they’ve read through their survey or spoken to you. If they still have any niggling issues you can make sure you resolve them and take the opportunity to request feedback from them either using our internal review system (or an external one).

You can also link external review sites to Survey Booker using Zapier so you can request feedback at any point in the process (from quote through to report to see how your customers are feeling at different stages in the process).


Collecting reviews can help you:

  • Improve your processes
  • Grow sales
  • Improve fees by proving your value

Ensuring you ask every customer for a review is important. Potential customers place more weight on newer reviews than older ones as it reflects how you’re performing right now. Older reviews help to show you provide a great service consistently.


Ask the team today about how we can help you with your reviews and more with all your services.

Save Time: Managing Teams Remotely

Save Time: Managing Teams Remotely

Managing instructions and assigning those across teams can be time consuming. Adding inspection dates to diaries, sharing access data and ensuring everyone has full understanding of customer service notes is key to ensuring that bookings run smoothly and reports answer the right questions.

There are ways to improve the efficiency of assigning surveys and ensuring notes and information are transparent across your team.

Assign tasks efficiently

Assigning tasks and sharing data should take seconds. Traditional methods can require the manual population of spreadsheets, emails, worksheets and more to ensure the relevant team members have all the information they need. However, there are two issues with this. Firstly, manual processes inevitably lead to errors – we’re all human! The other reality is that when new information comes in people have to be manually updated again. Tracking manual updates can also be tricky, particularly when workloads are high.

Online (just to add some jargon – cloud based) solutions can allow team members to be assigned to tasks in seconds and provide visibility across a team. This means team members working on a survey are able to view all available information related to a survey without having to try and call or email other team members.

Notes can be left by anyone at anytime after customer contact or site visits providing clear audit trails.

This makes it very easy for admin teams working remotely, or part time team members, to manage sales processes, booking and customer service from anywhere, instantly. For surveyors out on site, they can easily check customer requirements whilst at a property to double check they don’t miss any key advice the customer is looking for.

Removing time wasted on admin means more time to speak to customers or write up reports. Reduced errors and reports that answer a customers initial concerns ensures top reviews which in turn helps achieve higher sales.

Integrating processes

Using online systems, it is possible to automatically update information in other software. This ensures all systems reflect the right information so there are no errors or confusion.

For example, connecting a CRM system with calendars means that inspection dates can be automatically added to the right day and with the right details (property address, access details and more). Other processes like invoicing can be connected so that invoices are created with the right customer details, service information and values. This means accurate accounting and invoice submission in less time.

This time can be invested into double checking information, communicating between teams or speaking with customers.


Managing teams can be made more efficient and more effective with the right systems in place.

Scaling workloads is also only possible with the right foundations. Manual processes are resource intensive and limit the capacity of you or your team. This can lead to slower customer service responses, errors and miscommunication or delayed communication between teams.

To handle increasing workloads and provide efficient and effective outcomes for your customers and team members it is important to put systems in place. These investments don’t just benefit your customers but your team too. Investment into software can help increase employee engagement as they feel better placed to collaborate, to handle their workloads and manage customer enquiries.