pulseM: Improving Roofing Customer Service

GAF recently announced a partnership with Diversity Resources Group (DRG), a commercial roofing and weather asset company based in Dallas, Texas, to launch a customer engagement application called pulseM. As a GAF Master Elite™ contractor, we at Vinylume Home Improvement couldn’t be more excited to share with you how this benefits both GAF-certified roofing contractors and their customers.



Roofing Customer Service

What Is pulseM?

An app designed by DRG to obtain and manage client feedback, pulseM is the fruit of GAF’s partnership with DRG. It is tailored to GAF-certified contractors and intended to provide fast, efficient, and enhanced client feedback collection and increased social media reviews. Positive feedback immediately gets published to social media channels, while negative feedback gets routed to the proper department for resolution.

pulseM and GAF-Certified Contractors

Collecting customer feedback has traditionally been a challenging part of customer service in the roofing industry. Not every satisfied client has the time or enthusiasm to answer lengthy surveys, written or otherwise. Dissatisfied clients tend to be more active with answering surveys, and often take to social media to air their grievances.

As contractors who value our reputation, we understand the impact of addressing these complaints in as short time as possible: in many cases, these complaints are made public before the contractor even has the chance to make things right.

The app addresses these concerns by facilitating feedback collection that works with the client’s existing smartphone or tablet. Instead of waiting for days for a third-party representative to conduct a phone survey or send a link to a form version, the app allows contractors to send a feedback campaign right after completing roofing work. This lets the contractor address any problem as soon as possible.

pulseM and Homeowners

pulseM collects feedback in real time, which is convenient for customers because it means they can write about their experience while it is still fresh in their minds. While it’s nice to receive positive feedback and boost our online reputation, we also get satisfaction from being able to address customer concerns and resolve any issues in a timely manner.

Vinylume Home Improvement serves homeowners in and around White Plains, NY, and Fairfield, CT. To learn more about our roofing services, call us today at (866) 244-8029 or fill out our contact form to schedule a free in-home estimate.

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