Ask the Expert

RICK AGAJANIAN, Chief Product Officer, WorkWave

Q Where does automation fit into pest control?

A For a lot of folks, the term "automation" conjures up mental images of complex code and robots carrying out jobs that would best be left to people. As a result, some businesses hesitate to consider automation because they incorrectly assume that software will make mistakes or go awry without oversight.

The reality is that automation, when done right, acts as a complement to the work that you and your team are already doing and is actually less likely to make common errors like overbooking. By enabling you to choose unique settings that mesh with your processes and goals, automating behind-the-scenes tasks and processes like lead tracking, service scheduling, technician routing and reporting enables you to maximize efficiency and generate additional opportunities while freeing up that much more time to focus on doing what you do best.

The benefits of automation for pest control businesses generally fall into two categories: growing your business and boosting operational efficiency.

Q How does automation help the sales process?

A When it comes to growing your business, finding leads and converting them to customers can be an extremely time-consuming process. By automating many of the steps in that process, you can effectively spend less time selling while still reaping the benefits of increased close rates.

Email marketing has proven to be a great tool for modern pest control companies, but most small businesses can’t afford to bring on an entire team to send emails, follow up on responses and move them along the pipeline until it’s time to close the sale. What you can do is opt to use software that automatically updates customer records, ensures leads are moved to the appropriate team members, and moves them to be scheduled—or even to self-schedule—once a contract is signed. The human element of your business remains front and center, and prospects are greeted with personalized emails written by your team—all without requiring a member of your team to send them out.

Q What benefits does automation provide for operational efficiency?

A The reality is that not only can some jobs be left to an automated system, but they should be. Take scheduling and routing, for instance: you can spend all day poring over maps and schedules fitting all of the pieces together, and the results would still be less efficient than what you could achieve with automated software. Automation adheres to the settings you specify, such as priority settings for various services, ensuring that the automated logic is always in line with your priorities.

By automating administrative tasks like routing and scheduling, you save on labor every step of the way. First, you get back those hours you would spend trying to work it all out. Even better, you suddenly have more slots in your schedule thanks to improved efficiency, allowing you to service more customers with the same staff.

On average, PestPac by WorkWave customers are able to service 21% more customers per technician thanks to PestPac’s automated route optimization capabilities.

Q How can automation help when it comes to addressing customer needs in real-time?

A The vast majority of customers go with the service provider who gets back to them first, so enabling that path for instantaneous communication allows you to strike while the iron’s hot. For modern pest control companies, implementing a chatbot that’s tailored for your business and industry can enable you to generate leads 24/7 by providing a way for potential customers to get in touch with you. For customers, a portal provides a seamless way for them to resolve concerns like reviewing service history or paying a bill—all without creating additional manual tasks for your team or having to wait on a representative.