PHAM NEWS | OCTOBER 2025 Business Matters
Keeping customers better informed
Bedfordshire-based Burton Smith Plumbing and Heating has introduced a live engineer tracking system that allows customers to monitor their plumber’s location and estimated time of arrival in real time. When booking, customers can select a range of
time slots or make use of 24/7 emergency cover. On the day of the appointment, they receive a text message with a live tracking link. If plans change, the system updates instantly. As well as improving customer experience, the technology also streamlines operations by helping engineers plan routes more efficiently and respond quickly to changes. This means less wasted time for both customers and staff. “This technology reduces uncertainty, improves
communication, and gives our customers back their time,” says Toby Burton, founder and MD. “It’s all
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about enhancing customer service and making it more convenient – so people aren’t wasting unnecessary time waiting and are updated every step of the way. We believe that we are one of the only plumbing companies in the country to provide this service, and it’s one we’re proud to offer.” ◼
phamnews.co.uk/1025/23
Way to resolve customer conflicts
Said to be taking a fresh and practical approach to dispute resolution, QURE Group is helping tradespeople manage unpaid invoices and customer conflicts through impartial and structured mediation. The service is aimed at reducing the hidden costs of disputes, which can include disrupted cashflow, reputational damage and the personal stress placed on business owners. By offering a neutral platform for open dialogue, QURE Group enables both tradespeople and customers to work towards balanced and fair outcomes without resorting to costly legal processes.
The company operates on a pay-as-you-go model and provides a free initial triage session to help businesses assess whether a case should be pursued. Mediators are trained to work across multiple sectors and approach each case with evidence- led professionalism, ensuring both parties are treated with respect and care. QURE Group says this approach allows tradespeople to concentrate on delivering their core work while giving customers confidence that disputes will be resolved fairly, efficiently and with minimal disruption. ◼
phamnews.co.uk/1025/24
Cut down on routine tasks
Job management software specialist Fergus has introduced two powerful new features designed to save installers even more time, reduce admin and sharpen their professional image. Creating a job in Fergus is now as simple as uploading or dragging and dropping a work order. The new AI-powered tool can read a PDF, extract key details and automatically generate a job, meaning less time copying, typing and pasting and more time on the tools. If any information is missing, you will be automatically directed to the customer details page to fill in the gaps so nothing is overlooked. This new feature means less time on admin and less chance of errors. Once the job is in the system, you can get straight to quoting with a second
major upgrade designed to help you stand out. Fergus now gives you full control over how your quotes and estimates look. You can create multiple templates, tweak colours, fonts and layout and tailor the content to match the job. You can name templates, adjust orientation, show or hide item details and even add links or images. For growing trades businesses looking to tidy up their admin and cut
down on repetitive tasks, these two additions should save on time, reduce errors and help you present a more professional image to your customers. ◼
phamnews.co.uk/1025/25
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