🫵🏻 The installation included has become a hygiene factor in the customer journey. 🫵🏻

Customers now expect installation to be a seamless part of their purchase-it's no longer optional. Over 70% of them see installation as critical to their overall experience. If you drop the ball here, they'll quickly move to competitors who get it right (Source: Reachoutsuite, 2021)

Let's face it: managing installations is often a logistical mess. Whether you're working with in-house teams or external contractors, it's a juggling act of labor hours, follow-ups, and endless back-and-forth. Even with CRM systems, installation requests often drown in a flood of emails, causing delays and frustrating customers.

The stakes are high. If you don't prioritize installation management, you're not just losing efficiency-you're losing customer trust and risking your reputation.

The temptation of outsourcing: quick fix or pain deferred

Managing installations in-house is exhausting. You're spending countless hours coordinating, chasing updates, and playing email tennis. Outsourcing seems like the perfect escape - a way to hand off the headache to someone else.

But here's the truth: when you outsource installations, you're not just delegating logistics - you're outsourcing your customer journey. Yes, you heard that correctly. Business 101 says: never outsource your customer journey.

Outsourcing partners often promise a utopia: full coverage, seamless customer handling, and no extra effort for you. It's tempting to believe. But the reality? It's like pissing in your pants to stay warm - it feels good at first, but it doesn't take long for the discomfort to set in. 

The outsourcing trap: losing control (and customer trust)

When you outsource installations, you give up control over a vital customer touchpoint. These partners aren't just working for you; they're juggling multiple clients - often your competitors.

And the problems don't stop there. Let's break down why outsourcing installations often fails to deliver.

The 5 why's outsourcing fails in the end:

🚨 Quality control: Are you really okay with sharing attention with your competitors?

Outsourcing partners don't just handle your installations-they're juggling your competitors' too. How do you know your customers are getting the focus they deserve? Spoiler: they're not. Scattered attention leads to inconsistent service, unhappy customers, and a reputation that's hard to repair (Source: Richpanel)

🚨 Reduced flexibility: When "scaling" feels more like wading through quicksand

When relying on external providers, your ability to adapt swiftly to changes or address specific customer needs diminishes. Response times slow, and your agility in managing customer interactions suffers. Do you even care about scaling your business? (Source: McKinsey)

🚨 Poor customer experience and disconnect: "Sorry, let me check on that"

When issues arise - like missed appointments or subpar installations - you're left in the dark. Outsourcing take control and real-time data out of your hands, forcing you to rely on third parties who do not share your urgency. When a customer calls to ask your support-team, "What's going on with my installation?" and all you can say is, "Let me check with our provider and get back to you," trust evaporates. The drawn-out process of chasing updates leaves customers frustrated and questioning their decision to buy from you.

🚨 The hidden cost of installer franchises hurting your business

Franchise models often charge installers for job access, squeezing already-thin margins. Top-performing installers avoid these platforms, leaving you with less skilled talent. Combine this with the lack of coverage, and the result is higher costs, worse customer experiences, and a tarnished brand reputation. 

🚨 The coverage myth: Promises, promises

No overhead? National coverage? These promises often crumble under real-world pressure. Providers overcommit, leaving customers facing delays and dissatisfaction. One of our partners who previously outsourced installations reported their outsourced partner dumping 400 jobs on them during black week because they where in areas where they lacked coverage ("but but you said..?") - a proper halloween nightmare.

Proptly: a category-shaper for installation management

Proptly is redefining how installations are managed, giving companies total control over their customer journey.

✅ Unified platform, total control

Proptly's platform automates job dispatch based on multidimensional data like driving distance, performance metrics, and your specific rules. Installers are matched to jobs based on geolocation, certifications, and past performance. 

You get real-time insights into every installation, from dispatch to completion. If a customer calls, you can access their job status instantly - no third-party delays, no excuses.

✅ Access to top installers on a transparent platform

Unlike franchise models, Proptly doesn't charge installers to access jobs. This attracts top-tier professionals who are motivated by quality work, not subscription fees. 

Need to fill a coverage gap? Use Proptly's interactive map to find and invite high-performing installers in your area. Want to onboard existing partners? It's as simple as a click.

✅ Seamless scalability for regional and international growth 

Proptly accelerates market expansion by removing the need to identify, onboard, and establish a network of installation partners in each region. Our platform scales with you, ensuring consistent quality and customer satisfaction wherever you grow.

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Final Thoughts: why ownership over installation matters more than ever

Outsourcing installations might seem like the easy way out, but it often creates more problems than it solves. You lose control, flexibility, and the ability to ensure a consistent, high-quality customer experience.

Proptly puts the power back in your hands. Our unified platform allows you to manage installations with precision, efficiency, and scalability. Whether you're growing locally or internationally, Proptly ensures your installations match the excellence of your brand.

Because at the end of the day, installation isn't just logistics - it's the moment your product comes to life for your customers. Make it count.

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