Easoft is an ERP and CRM solution for the construction, renovation, refurbishment, HVAC and property management industries. However, a single ERP system cannot solve all the challenges a customer faces in their daily life, so Easoft has built integrations with different systems, such as Trustmary, through an ecosystem approach to provide all services with a single login. Easoft focuses its own development resources on the continuous improvement of its core business, but the ecosystem allows Easoft to gain more loyal customers, as well as predictable revenue through the use of integrations.

Easoft offers its customers maximum value with a single login. The company's vision is to be Easoft's vision is to be the most sought-after business developer in the Nordic countries through software by 2030.

To provide everything seamlessly, Easoft builds an ecosystem of partners that complement the core software through integrations.

Easoft

The ecosystem allows Easoft to adapt flexibly to different markets without having to build everything itself.

– The customer is our main focus. With Easoft ERP as the core system, customers can access the entire ecosystem of services with a single login. Our development resources are multiplied through the ecosystem when we get partners to build together, says Jaakko Hietamäki, responsible for partnerships and integrations at Easoft.

When customers started requesting Trustmary integration with Easoft, the decision was clear: implementation was quickly launched and Trustmary was integrated into the Easoft ecosystem.

– The biggest benefit of Trustmary comes from automating the continuous collection of feedback and reviews and displaying social proof, Hietamäki summarizes.

the biggest benefit of Trustmary comes from automating the continuous collection of feedback and reviews and displaying social proof

Easoft Ecosystem Has Several Advantages:

  • From the customer's perspective: one login provides access to multiple services making everyday life easier
  • From Easoft's perspective: Trustmary brings feedback and review collection and trust building capabilities to the Easoft ecosystem for the end customer
  • From the perspective of ecosystem service providers: a pre-engaged customer base and integrations that increase the use of their solutions

Trustmary's Value for the End Customer

While Easoft focuses on making everyday business life easier with an efficient ERP system, Trustmary helps home improvement businesses measure and demonstrate the true state of customer voice and the customer experience.

Using Trustmary, businesses can measure customer experience, collect feedback and reviews in one streamlined survey. They can also automatically publish testimonials and reviews on their website and social media.

Using Trustmary, businesses can measure customer experience, collect feedback and reviews in one streamlined survey. They can also automatically publish publicly provided feedback and reviews on their website and social media.

In addition, the company will have access to a public review page where all customer feedback will be easily accessible to potential customers, search engines and AI searches.

Integration with Trustmary is easy to build

The integration between Trustmary and Easoft is based on a clear open API, which allows for automated feedback collection at different stages and data import back to Easoft.

Practical Automation Examples:

  • CRM pipeline: e.g. when moving from a meeting to a quotation, a post-sales enquiry is sent
  • Completion of order → customer satisfaction survey is sent automatically
  • In long projects, feedback can be asked at different stages (e.g. washing, painting, final cleaning)

– The customer can choose to whom the query is automatically sent: the billing customer, the delivery customer or the contact person. Triggers are linked to Easoft's ordering processes - for example, when an order is marked as delivered or archived, the query is sent automatically. In addition, a delay can be added, i.e. whether the query is sent immediately, a day later or even a week later, says Hietamäki.

In addition, surveys can be targeted by customer group, order type or sales region.

Customer, vendor and even employee data is transmitted to Trustmary, which allows you to compare NPS results at the individual and team level, for example.

All feedback can be automatically imported into the company's internal communication channel, and intelligent customer satisfaction reports make it easy to track the big picture when it comes to customer insights.

Payback Period for Trustmary Integration

Easoft's customers started to request a Trustmary integration directly from Easoft. After a few requests, it was easy to gauge the scale of demand.

– Customers started to demand Trustmary integration. When a few ask, the actual need is tenfold, says Hietamäki.

Easoft Calculated the Payback of the Trustmary Integration:

  1. Development input: one developer, and about two weeks of working time
  2. Payback period: well under a year when the end customer pays Easoft for the use of the integration
  3. Added value for the customer: automation of everyday tasks and better visibility into the customer experience
  4. Better customer service at Easoft, as customers can get new services with the same login

The result was clear, it made sense to build the integration.

Customer Feedback Helps Businesses Grow

With Trustmary's intelligent reports, everyone from employees to executives can get a better understanding of customer satisfaction at a glance, as AI analytics compile open feedback.

Feedback and reviews are also automatically displayed on the website to increase trust as trust signals.

The biggest benefit comes from automating the collection of continuous feedback.

– Surveys are sent automatically to everyone without any manual effort. That means the feedback is as fresh and representative of the whole experience as possible. This allows companies to collect more honest and accurate feedback, while the best reviews automatically go to the customer's website, says Hietamäki.

In addition to automation, it is important to measure the success of the different areas in order to improve their performance.

– Measuring the customer experience is also possible on the CRM side. For example, when a lead moves from a meeting to a quote, a post-sales survey is sent. Surveys can also be targeted by customer group, for example, you can set different surveys for housing associations, private customers and construction companies, he continues.

Trustmary Is Easy to Recommend

Easoft finds it easy to recommend Trustmary to its customers, as they quickly understand the added value.

– We ask our customers how you collect customer feedback and how it is automated. If the answer is that we do not collect it or our feedback processes are not automated, we tell them that we have a Trustmary integration. Once it's implemented, it's a set-and-forget process that collects feedback and helps increase trust online, Hietamäki says.

the ideal way to grow a business

If an Easoft customer is interested in getting more feedback and build trust online, Easoft sends the contact information to Trustmary. Trustmary's team handles all the practical work and implementation.

At the same time, Easoft gains more loyal customers, as well as revenue through the use of integration.

– It is pleasantly easy to direct customers to Trustmary. We know that the customer is getting added value and that the implementation will be successful. It makes our collaboration natural and effortless, says Hietamäki.

Trustmary also refers its own customers to Easoft if they are considering changing their ERP system.

Cooperation with Trustmary

Easoft found it easy and straightforward to work with Trustmary. Responses are quick, and the collaboration goes beyond mere integration. It continues in sales and customer value.

This cooperation is constantly evolving and Easoft is planning to add new prompts to its own system, which would bring the integration possibilities better to Easoft users' attention.

– Our goal is to help our customers succeed. We've seen that companies that collect, analyse and display customer feedback are thriving. We want to encourage everyone to start the process, says Hietamäki.

companies collecting feedback thrive

The integration between Easoft and Trustmary is an example of how meeting customer needs, a clear API and an ecosystem approach create a business model that works. The customer gets added value and an easier everyday life, Easoft strengthens its position in the Nordic region and Trustmary gains new users.

– The Trustmary Integration has been an easy addition for us. Customers benefit, we benefit and the partner benefits. It's a win-win-win, Hietamäki sums up.

Benefits of Trustmary Integration for Easoft

  • Reducing customer churn: integrations keep customers engaged
  • Sales cooperation: leads go both ways with Trustmary
  • Predictable revenue stream: commission model and added revenue through integration usage
  • Easy to sell: demand is ready and implementation is fast
  • Scalability: an ecosystem for growth in the Nordic countries

Benefits for the End User

  • Automation: Feedback and social proof collection without manual steps
  • Overall understanding of customer satisfaction: feedback is asked from each customer, so it gives an accurate overview of customer satisfaction
  • Timeliness: the survey goes out as soon as the work is completed → better response rate and better quality feedback
  • Single log-in: Trustmary's services can be used directly through signing into Easoft
  • Quality improvement: NPS can be analysed by vendor and installer → best practices are easy to spot
  • Increasing sales: published reviews and testimonials boost conversions on a website

Which Companies Benefit from Building Trustmary Integration?

Integrations bring the most benefits:

  • For organisations that want to help their customers succeed
  • ERP/CRM operators who do not have endless resources to develop and maintain all the features customers want themselves
  • For teams looking for new ways to deliver value to their customers as part of their core solution
  • For companies that want to increase their share of predictable turnover and customer loyalty

Read more about our partnerships or contact our Product Owner, Arttu Haho, directly.