Two Men and a Truck

To stay competitive, moving companies need to meet people at their preferred communication point, whether that’s by phone or online.

Online estimate launch

In February 2018, TWO MEN AND A TRUCK launched its new online estimate module to meet customers’ changing communication needs and improve efficiencies and grow revenue for the franchisees.

• Instead of spending 10 to 12 minutes on the phone with a customer service representative (CSR), the customer can answer a series of questions online about their home and belongings and whether the move is local or long-distance.
• Depending on the size of the home and the franchisee’s preference, the customer will either receive a customized estimate with a range of prices via email immediately, or after it is reviewed by the franchisee.
• In either case, the CSR makes a follow-up call to the customer to provide a personalized overview of the TWO MEN AND A TRUCK value proposition, answer questions and book the move.

“We are taking the much-needed step to allow our customers to choose their path to communicate with us. In the past, our customers couldn’t get any information online related to cost, they would have to spend time on the phone talking to a CSR,” said Ashley Skaggs, Director of Sales for TWO MEN AND A TRUCK.

Lead conversion results

Since the launch, the percentage of leads submitted online across TWO MEN AND A TRUCK’s more than 350 territories and the conversion rate on those web leads have both improved dramatically.

“Before, 72 percent of our leads were phone leads. Now, 31 percent are web leads and 69 percent are phone leads,” said Skaggs. “Our conversion rate for web leads has remained steady at 15 percent after the release of Unified Lead Flow. However revenue from web leads has grown 20 percent. [1] Most of the customers that use the online module would never have picked up the phone to call for an estimate, so we are capturing more and higher quality leads for our franchisees.”

In addition to the online estimate module, movers and drivers also utilize tablets to be able to give the customer the exact cost at the end of the move and send it to the customer via email. This eliminates paperwork for the movers and drivers, which not only eliminates the financial and environmental costs of paper, but also saves the team time on site.

Franchisee benefits

Alan Oversmith, a Michigan TWO MEN AND A TRUCK franchisee, notes the brand’s technology allows franchisees to more closely control expenses.

“TWO MEN AND A TRUCK provides technology solutions for specific areas of operating or improving the business that give real-time, or close to real-time, data. This data allows us to quickly make changes as needed and compare our operation to similar units in the system and identify our strengths and weaknesses,” Oversmith said.

Skaggs adds the technological advancements made by TWO MEN AND A TRUCK are just one of the ways the brand is continuing to improve the value proposition for its customers, and the business offering to current and potential franchisees.

“We are looking at competitors every day and analyzing what they do to make sure our consumer and franchise offering are compelling,” Skaggs said. “Even with these advances in technology, our singular focus is our exceptional service, which we will always remain true to, and which will always set us apart from competitors.”