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Crash of Rhinos Painting

Paint Contracting Company

Background

Crash of Rhinos Painting was originally founded in 2006 by Todd Ellingson and was bought by Mike and Kim Ricker in 2008. During a major housing slump, Crash of Rhinos Painting maintained steady growth, while many other paint companies in Arizona went out of business. Starting with only three staff members, the business has now grown to five full-time painting crews, as well as an office staff. Mike and Kim Ricker are excited for the future, and through their dedication to their customers, they want Crash of Rhinos Painting to become the most trusted and go-to exterior home painting company for Arizona residents.

We first started working with Crash of Rhinos Painting in January of 2018.

The Challenge

Owner, Mike Ricker was looking to move their company off of legacy systems, all while:

  1. Streamlining existing processes.
  2. Taking further advantage of automation.
  3. Moving their offline proposal/contract signing to an online e-signature solution.
  4. Continuing business without data-loss or downtime during the transition.

We worked with Mike and his team to implement ProsperWorks CRM, refine processes, and migrate all of their data from their old system, MarketSharp.

Software

Software implemented and integrated:

  • G Suite - Email/Calendar/Storage
  • Copper (ProsperWorks) - Customer Relationship Management (CRM)
  • Help Scout - Help Desk/Shared Inbox
  • Reply - Email Marketing
  • Airtable - Database Reporting/Employee Database Management
  • Coda - Shared Process Documentation
  • Hangouts Chat - Communication
  • MyGlue - Password Management
Solution

We took a multi-step approach to solving the challenges:

  1. In order to fully understand what needed to be done and what Mike and Crash of Rhinos Painting expected of us, we worked with Mike to go over their existing processes/practices and discuss efficiencies, pain-points, and any critical facets. This allowed us to prioritize the challenges and and work through potential solutions.
  2. Since they were using a built-for-purpose remodeling CRM platform, we evaluated the existing system to understand any potential limitations and workarounds that would be needed to complete and launch the new platform.
  3. When limitations arose, we worked with Mike to rethink the existing process, and if we could leverage features in the new software to further streamline the process.
  4. Mike was expecting to have to keep the old system up-and-running for 3-4 months following the migration to make sure all working projects were completed on the old platform before they could be migrated. We were able to put together a plan to fully migrate off the old platform within weeks of configuring the new platform. We did this by first migrating the in-progress sales and working projects to the new platform by making sure they aligned with the new platform's equivalent pipeline stages.
  5. This allowed us to focus the team on learning the new platform near immediately versus training the staff on how to maintain the old platform while learning the new platform at the same time. This was something that the employees were very receptive to and appreciative of.
  6. After working customer information was transferred, employees were trained on the new system and working on it for a couple weeks, we decided to finally migrate over all of the archive data and let the old system expire.
  7. Mike was the customer champion and enforced user adoption to his employees and the processes he expected them to follow.
We paint 750 homes a year (from 1500 proposals) and have 28 total staff (painters & admin). We had some pretty good internal systems setup but were at a point where I knew things needed to change in order to provide the level of customer service I wanted for the company. Alex and the team provided excellent alternatives to our current system (based on several in-depth calls before we signed). To date, every recommendation CyberBytes made we have implemented. The admin and superintendents are thrilled with Copper. The estimator/sales side has increased our close rate from 40% to nearly 50% with the implementation of PandaDoc. This alone has paid for the services CyberBytes provides. Ongoing support is quick, thorough and well documented. I am greatly encouraged I have found a long-term solution with CyberBytes!
Brian Straka of 43North
Mike Ricker
Owner
Crash of Rhinos Painting
Results

The entire team was incredibly receptive to the new system as it was more user-friendly and intuitive. We were given constant feedback through Mike from his team during and after implementation, they almost immediately started seeing value over the old system and appreciated the automations we were leveraging. Jobs that were once manual, like adding a customer lead to their CRM from the website, was now automated saving hours each week and more consistent data and follow-up in the system.

We build a fairly automated sales follow-up process that would remove the potential customer from the automated follow-up if they showed any signs of interest. This allowed Mike and team to focus specifically on those who were interested and have personalized and custom follow-up automations take care of the rest.

After just 2 months on the new platform, Mike has seen their close rate jump from 40% to nearly 50% with the implementation of new software paired with our automation, integration, and consulting services. This change alone has paid for our services.

We are working with Mike and team on an ongoing basis to evaluate new areas to automate and processes to further streamline. We look forward to continue working with Mike as he further scales his business.