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Case Studies
Barr’s Roofing Increases Sales And Improves Customer Service
“The payment advisor was extremely transparent and upfront about everything. If I needed to get a hold of anyone to double check anything, it was no problem. It is very re-assuring to have such a personable customer service team ready to help at anytime and with anything.”
The Background
Barr’s Roofing, Siding & Sheet Metal Ltd. has some serious history; they’ve been in business for over 29 years. The company was born in 1987 after their founder, David Barr, took a leap of faith and opened his own company, Barr’s Roofing.
His son and current Vice President, Corey, entered the family business right after high school and has been with the company ever since. Over the years Barr’s Roofing has grown into a highly successful company amongst a very competitive market. They have a great reputation and complete jobs all across Ontario.
They’re proud to say they’re a third generation family business with no signs of slowing down.
The Challenge
With growth comes all sorts of challenges. For most of their 29 years in business Barr’s Roofing took primarily cheques, bank drafts and money orders, which can sometimes come with difficulties.
The problem that occurred with only accepting cheques is that oftentimes they would come back NSF; resulting in chasing down payments, getting collections involved and massive headaches.
With projects often costing thousands of dollars, many customers prefer to pay by credit card. When having to deny a customer the ability to pay by credit card, friction occurred which Barr’s Roofing did not feel comfortable with.
However, the major challenge they found when searching for a payment processor is that most leading ones charge outrageous transaction fees. As such, they were reluctant to take credit cards for the first time.
The Solution
Barr’s Roofing are long time customers of CIBC, having banked there for 12-15 years. In that time they’ve developed a very trusting relationship with the manager and assistant manager so when they recommended Payfirma, they knew they were onto something good.
Krista, upon the CIBC recommendation, contacted Payfirma and stated “The payment advisor was extremely transparent and upfront about everything, including transaction fees. If I needed to get a hold of anyone to double check anything, it was no problem.”
Since signing up with Payfirma in August of 2014, they have found Payfirma an absolute delight to work with.
Unlike other payment processors that can be clunky, old and confusing to work with, they have found that Payfirma’s platform is extremely easy to use.
“I love it, I just love it. I love how extremely user friendly it is. There is no nasty program or language you need to learn.” Krista, Office Administrator stated on using Payfirma’s Web Terminal feature. Furthermore she adds “It works so well and is so simple to use, there isn’t a thing I would change.”
The Result
Providing their customers with an exceptional experience is extremely important to Barr’s Roofing and so they’ve come to expect the same from their business relationships.
Since signing up with Payfirma, Barr’s Roofing does not have to worry about getting a customer service rep on the phone and waste time chasing down an answer.
“It is very reassuring to have such a personable Customer Service Team ready to help at anytime and with anything” said Krista.
Since Barr’s Roofing now does 98% of their transactions through Payfirma’s Web Terminal feature, they no longer have to track down payments; they get paid right away, which puts their minds at ease and most importantly, money in the bank.
Their customers love it too as they are given the ability to choose how they want to pay; providing a convenient solution making the transaction process seamless.
The ease of use, personal customer service, low transaction fees and providing their customers with choice makes Barr’s Roofing believe accepting credit cards with Payfirma is the best thing they’ve done in their 29 years of business.