Frequently Asked Questions
Below are answers to the questions SMA Support receives most frequently.
Virtual Assistant Questions
Virtual assistants (VAs) provide front- and back-end support and manage jobs through their entire lifecycles – from first calls to final payments. They follow up on leads, rehash old estimates, create and follow up on quotes, schedule jobs, send invoices, and submit insurance claims. Because they own the entire admin seat, VAs free up your time, win you more jobs, and help you get paid faster.
Call centers answer phones and can help capture leads – but their support ends there. Because they don’t help you after leads have been contacted or responded to, they can exacerbate existing bottlenecks in your business.
SMA SUPPORT VIRTUAL ASSISTANTS
CENTER
LEAD
CAPTURE
Answer incoming calls, respond to inquiry emails and site form submissions
QUOTING &
FOLLOW-UPS
Prepare and send estimates to customers; manage ongoing correspondence
JOB
SCHEDULING
Schedule service and inspections, and manage client communication
BILLING &
INSURANCE
Send invoices, submit insurance claims, and ensure timely payment
First Call
LEAD CAPTURE
Answer incoming calls, respond to inquiry emails and site form submissions
QUOTE CREATION & FOLLOW-UPS
Prepare and send estimates to customers; manage ongoing correspondence
JOB SCHEDULING
Schedule service and inspections, and manage client communication
Final Payment
BILLING & INSURANCE PAYMENTS
Send invoices, submit insurance claims, and ensure timely payment
SMA VAs provide front- and back-office support.
Front office:
- < 2-minute response time
- Inbound and outbound call handling
- Estimate creation and follow-ups
- Old estimate rehash
- Customer service and scheduling
Back office:
- Insurance claims processing
- AR follow-ups and collections
- Bookkeeping and collections
- Permit coordination
- Job costing and reporting
SMA VAs help with aspects of the supplementing process and can handle the admin work associated with supplementing (e.g., reviewing estimates, gathering documentation and evidence, and preparing reports). They are not explicitly trained to replace in-house supplementing teams and do not negotiate with insurance companies.
SMA VAs are fully trained professionals with contracting industry expertise. Our team will bring your VAs up to speed on your processes, systems, and CRM before they join your team so they can hit the ground running. In addition to your VAs, you’ll get the support of our dedicated management team to ensure consistent, high-quality service – without the burden of training and managing employees yourself.
Because you don’t have to expend overhead costs, like benefits, office space, and equipment, SMA VAs are significantly less expensive than local, in-house hires. Further, unlike in-house hires, our VA services can be scaled up or down as demand fluctuates.
SMA has a robust team of highly trained VAs, each with specific strengths and skillsets. Once we have a deep understanding of your needs and goals, we’ll match you with the most appropriate VA(s) for the job.
The SMA team will train and manage your VA, giving you time back to focus on scaling your business.
Your satisfaction is our top priority. When you partner with SMA, you’ll receive a dedicated account manager who will regularly check in to make sure you’re happy with the service you’re receiving. Our team works on flexible terms and is committed to adjusting as needed to ensure the partnership helps your business thrive.
Quality is built into everything SMA Support does. We have a dedicated quality assurance department that monitors all work performed by our VAs and provides continuous feedback. Our VAs follow documented processes and scripts to ensure consistency and receive ongoing training to keep current with best practices. When you partner with us, you’ll receive a U.S.-based account manager who will oversee operations and serve as your primary point of contact.
Audit & Implementation Questions
SMA’s profit leakage audit is a thorough, objective review of your business. We’ll help you identify where you’re losing money and where support is needed (on the front-end, back-end, or both). During the audit, we’ll work to understand:
- The fundamentals of your business
- Your workflows
- Your current admin support system
- Your pain points and bottlenecks
- How your cash flows
- Your business objectives
After the audit, SMA will email you a summary of our findings and our recommendations for how to plug the leaks in your system with a dedicated VA. Once you’re ready to move forward, we’ll send you a month-to-month agreement and start training your VA(s) on your systems and processes.
We can schedule an audit at your convenience. Once we identify the right solution for your needs, and you provide us access to your systems and processes, we’ll train your VA(s). Most of our clients are up and running in 30 to 45 days.
CRM Migration Questions
If you’ve outgrown your CRM (or if your CRM has never felt like a good fit), contact us to learn more about our CRM migration services. We’ll help you explore your options and select the solution that works for your business and people.
Yes. Think of us as the moving company—we handle the heavy lifting of getting your data out of your old system and into the new one.
By letting SMA take care of the grueling manual transition of your data, the onboarding and setup team at your new CRM can focus entirely on what they do best: configuring your specific workflows. We pack and move the boxes so their team can set up the house.
General Questions
SMA was founded to assist roofers and remodelers, but our team supports a wide range of contractors and related service providers (e.g., HVAC and plumbing operators, public adjusters, and franchise groups). We understand the unique challenges professionals in the home services sector face (including project management, insurance claims, and customer communications) and have deep expertise with industry tools like ProLine, AccuLynx, Roofle, and CompanyCam.
Please don’t hesitate to reach out so we can discuss your specific needs.
Whether you want to win more jobs, increase your profit margins, collect the money you earn more quickly, or get your time back, SMA can help. Our dedicated VAs provide the front- and back-end support you need to focus on what matters to you – and give you the freedom to stop working in your business and start working on it.
Frequently Asked Questions (FAQ)
Explore common questions about our support services and how they can transform your business.
SMA offers significant cost savings compared to hiring in-house staff. You don't have to worry about overhead costs like benefits, office space, or equipment. Our team members are already trained professionals with expertise in roofing and home remodeling operations. Plus, you get the support of our dedicated management team and quality assurance department to ensure consistent, high-quality service without the burden of training and managing employees yourself.
Most clients are up and running within 30 to 45 days. That said, we can schedule your free process audit right away. During this audit, we'll take a look at your current workflows and create a customized implementation plan. The faster you provide us with your processes and systems access, the quicker we can get your dedicated team member trained and working for you.
Your satisfaction is our top priority. Each client has a dedicated account manager who regularly checks in to ensure you're happy with the service. Our quality assurance team monitors performance and provides ongoing training to maintain excellence. We work on flexible terms and are committed to making adjustments as needed to ensure the partnership works for your business.
While we specialize in roofing and home remodeling businesses (we have deep expertise in industry tools like ProLine, Roofle, and CompanyCam), we can definitely support related industries in the home services sector. Our team understands the unique challenges of field service businesses, including project management, insurance claims, and customer communications. Feel free to reach out and we can discuss your specific needs.
Quality is built into everything we do. We have a dedicated Quality Assurance department that monitors all work and provides continuous feedback. Our team receives ongoing training (both daily and weekly) to stay sharp and up to date with best practices. Every team member follows documented processes and scripts to ensure consistency. Plus, each client has a US based account manager who oversees operations and serves as your primary point of contact.