Blue Ocean Strategy for Roofers: How Arrivy & Production Octopus Lead the Way

Foreign. What is the difference between Job Nimbus and arriving? The main difference is that Job Nimbus is basically a address book with email, text and notes. I know they're working on canceling the legacy estimator and then incorporating Sumo Quote more. And then you have like a ability to make a work order, purchase order and a calendar on the back. But there's not much in the ways of like creating this modern customer experience. The thing is, is that at RBP we believe in a few design fundamentals. One is which, that there should be a single source of truth. So we want a CRM that becomes the one record, right? The one system of record where everything that happens with a customer is there. But there are tools that are better to use in the field because you wouldn't want a leaf blower that is also a circular saw that is also a nail gun. Like that would be awkward to use as a tool. You look at the roofers, right? They're going to have stapler for when they're putting on the underlayment, if they're nailing, tacking down the synthetic. But then they're going to have a roofing gun for putting down the nails. They don't try and attach their Hitachi nail gun to their tear shovel to try and like have less tools. Like, there's not always an all in one thing that works. All in ones tend to be good at some things, not good at other things, and still don't do everything. And we believe in trying to find the best tools for the job. What is the best tear shovel, what is the best stapler, what is the best nail gun? And that way we say, okay, we're going to give the best tool for the job, but then we're going to integrate it really elegantly and really intelligently and continuously improve it so you have the best tool for the job. And then things like making it so that those pictures taken in arriving feedback to company can. That's the thing. Or the notes in Arivi can come back as notes to HubSpot. So then there's one record for everything that happened with your business. Because it's really, really hard to find a CRM that is a 10 out of 10 at marketing, a 10 out of 10 at reporting, a 10 out of 10 at emailing, a 10 out of 10 at phone call logging, a 10 out of 10 at production management, a 10 out of 10 at field service management, a 10 out of 10@ accounting. So we try and integrate them really elegantly. The hardest part about going to Market with something like this is just getting everybody to adopt those tools to see why we need them. And that's a big part of this class, is really to show and highlight the why behind a tool. Because someone in the room might be in production management, someone might be a field manager, someone might be a site supervisor, someone here might be a, could be a foreman of our repair crew or an install crew. And everybody needs to know why whatever tool they've been given by. Leadership is important because in adopting this you get a great customer experience. So to relate it back, imagine if your Uber Eats driver said, ah, I don't want to click the on the way button. I don't want to mark the order as picked up. Like if some UberEats drivers just didn't have their location services on, on their phone or just didn't, you know, mark when they picked up the food, the customer would be sitting there being like, I thought I saw him go near the restaurant. Did he pick up my food? Is he on the way? Like, when is he going to be here? It doesn't show like the location services. I don't know where he is. Like, how long is it going to be till he gets here? He said he was going to be 20 minutes, but now it looks like he's in a drive thru at Dunkin Donuts picking up a coffee, right? Like, if they didn't use the tool properly, then customers would not have fallen in love with Uber Eats. The only reason Uber Eats is successful, they weren't the first food delivery service, but the reason they're successful is because they had an army of trained drivers and they basically said, hey drivers, would you like to continue to drive but not have to deal with drunk girls throwing up in the back of the car or guys being overly aggressive and stuff like that? Like, how about if you just had to drive to a place but instead of picking up a human, you picked up a bag and then instead of when you dropped them off, having to deal with them talking to you the whole time, you just had to walk up to their house with the bag and you got paid the same money. All of a sudden they had a great, a great alternative to just driving people, but they could also drive food and people could get into the Uber workspace without having to worry about how nice of a car they have. Because now they can just drive food and then they elevate up. And so when we're looking out at the market today, the world is changing, right? Consumers and the way they buy is changing the expectations they have is changing. We wanted at RBP to fulfill our mission statement, which is to make work more rewarding through engineering better customer experiences. And how this tool, how this one tool came to me was because in my roofing company, I wanted this experience because what happened to me was exactly the story that happened to Anna. I moved into a new house in the country and I had 13 south facing windows in a three story house. And this thing was like a greenhouse. They're just being the heat in. And I remember we had our first week of hot weather and I was like, nope, we need an air conditioner like right now. And so I called a bunch of air conditioning companies and had a bunch of guys come out to my house and I have a big dog named Thanos. And he did that exact thing where when people knock on the door, he barks. That's his job. He's prevented me from having my truck stolen. He has prevented me in that same house, prevented a home invasion. My neighbors a block down the road had a, a bunch of people show up in a white van, break into the house, tie everybody up, steal all their stuff. They came to my door first. In fact, my door was not locked. They opened my door, my dog ran down the stairs, they barked and they. And then, and I kind of slept through the whole thing. What's he freaking out about? The next day in the Facebook community group thing, everyone was talking about how this one neighbor had their house broken into. My whole neighborhood went and bought security cameras, half of them when I went and commented about how I looked at my security cameras and same white van was in my driveway. And they came to my door, opened my door, heard my dog and they were like, nope, there's probably an easier house. And they close the door. And I like having 150 pound dog for that reason, right? And so half my neighbor went, neighbors went and bought cane corsos and German shepherds after I put my comment. I like the fact that my dog does that, right? That he is a protector of the home. But it's a pain in the ass when you're trying to bring over a bunch of air conditioning guys. But one guy had this app that told me when he was on the way and told me when he was at the door. And I do it whenever I have Ubereats. I do the exact same thing Anna does. I take Thanos, I go put him in the second bedroom, then I go to the door. I don't have to deal with him, you know, worrying about things. And then he comes out and I give him a french fry or whatever we ordered, right? I realized when he left, I bought from him and I paid more than the other guys. But it was just such an easy experience that I kind of fell in to buying it from them. And they did the exact same thing when they came out to do the install, right? When they told me when they're on the way, they told me when they. Then there's stages because they have to install the thing on the outside and then they have to do some stuff down in the basement in the utility room. I don't know what, I'm not an air conditioned guy. But when they told me that they need to come inside, same thing, I took Thanos, I took them upstairs, right to my bedroom, put him in there, and then he went downstairs, did his thing, right? And then when he was done, he was let me know he was coming back up and he was done. And I thought, holy crap, we need this in roofing. And they didn't really have anything. Like there was host call Pro, there was Service Titan, but they're not really made for roofing. I just did three hours of demos with Service Titan because I was really curious because everybody's talking about it and they're not at all ready for roofing just yet. But I, I've looked at it, but this is, you know, three or four years ago now, just before COVID I was like, we need this in our business. And so I had to find the tool that had it. And then the roofing CRMs didn't have it. And then I needed it to integrate in a really elegant way. And a lot of the tools that were out there didn't have the ability to do that. And so that's why, you know, we focused on trying to have the most integrated stuff. And this, I don't want this to sound like a sales pitch, but this is really important, I believe, going forward is having something that makes you stand out when you're selling the same shingles installed the same way. Like, you don't get to install shingles upside down, right? Because you think they work better that way. You're going to install them in the same amount of time, more or less with the same tools, using the same kind of people. Like, nobody has like the, you know, Ruth Chris, you know, Steak Experience, they're putting waitresses on the roof to like, I don't know like how a steakhouse does it. You probably have the same guys that look kind of the same right on your roofs and you're more or less the same price. Like, there's no Louis Vuitton asphalt shingle. That's ten times the price. If you're doing all of those things, then how can we create an experience that's remarkable so that people will remark on it on Google? And so these little pieces are a part of that.