RESTORATION
Three ways
you’re getting in the way of your company’s tech transformation
Technology is an enabler to the goals of any restoration business. Here’s a look at its impacts and how to better implement it.
By Garret Gray
46 INCLEAN March / April 2020
A
ll around us, technology is fundamentally changing our daily lives. Even if you feel a resistance to technology, you must admit this is true. With gig-economy platforms like Airbnb and Uber, the once safe revenue streams of the hospitality and transportation industries have been disrupted by changing consumer preferences. While these have been led by various innovative thinkers, they’ve all been enabled by the universal adoption of mobile technology. Led by these shifting consumer (policyholder) expectations, insurance companies have begun to pivot as well. The ability to give real-time photo updates, geoverified data, and electronic records has become
an expectation placed on any contractor serving the insurance or property management industries. While this comes as no surprise to anyone, there are still many out there kicking and screaming over the responsibilities that go along with these additional expectations. Business owners across all sectors of our economy are waking up to the reality that digital and mobile advancements are wholly transforming the ways businesses and consumers consume. As was discussed in a Forbes* article, a 2018 survey of more than 600 professionals worldwide found that “in terms of the most important commerce-specific development coming in the next 12 months, about two-thirds of respondents viewed improving the customer journey and user experience as the most important initiative in 2019.” While I’m not sure that two out of every three restorers are reworking their customer journeys considering digital shifts, you should be!