NEWPRO

by Emily Blackburn
Anthony Cogliani

Woburn, Mass.
newpro.com
GQ All-time Recommend Rate: 89%
GQ 2021 Recommend Rate: 91%
Number of Jobs in 2021: 4679
Type of Firm: Home improvement/Replacement
CEO: Anthony Cogliani

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

i360 CRM, LEAP, Ingage presentations, guild-quality, hover and interactive design tools to engage with the customer and allow them to see the project before they move forward. Other technology includes a communication journey via email and sms to keep them updated from point of sale through install.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

We are doing everything possible to minimize the impact to our customer but there are obvious variables beyond our control – this applies to most industries today and consumers are willing to absorb some of this with an exceptional experience and the peace of mind that comes with a reputable company with longevity in the industry. Providing an exceptional experience and transparent communication has positively impacted the consideration process.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

Doesn’t apply

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