Europe’s tradespeople are in high demand. In Germany alone, the continent’s largest economy, 5.4M skilled professionals generated a turnover of 651B euros in 2020. With shifting consumer preferences and advancing digitalization, automation, and artificial intelligence (AI), skilled trades businesses are reaching a turning point in efficiency gains.
HERO, a German-based cloud software provider founded in 2020, is at the forefront of this transformation. As electricians, bricklayers, photovoltaic installers, and other skilled individuals face growing workloads, HERO seeks to become Europe’s top software for tradespeople by streamlining job lifecycle management from quotation to invoicing.
To better serve this fast-growing market, HERO has chosen nuvo to streamline customer onboarding with fast data imports. Nico Diestelmann, Customer Care Lead, reveals how this strategic shift has unlocked time and resources for the entire team to focus on activating users more quickly.
The rising demand for skilled tradespeople in construction or renewable energy has left many businesses with limited time to manage their operations effectively. As a result, more companies are adopting digital tools to reduce overhead and enhance service efficiency.
HERO stands out with its comprehensive cloud software platform designed to streamline project and order management across various trades. Complemented by a mobile app that integrates key office functionalities, it enables tradespeople to capture and share information effortlessly on the go.
To onboard customers, HERO must accept data in different formats and structures from the construction, HVAC, photovoltaic, and other trades. The diversity of customer data initially made imports time-consuming, and as the customer base expanded, these imports increasingly became a bottleneck.
Customer onboarding at HERO is managed by the dedicated customer success and customer care teams. As part of the onboarding experience, HERO provides customers with a complimentary data import—as well as training services.
More specifically, HERO's customer success team handles all the technical aspects of importing customer data into the platform. They send each new customer a pre-defined spreadsheet template to fill out and send back for import. With this hands-off approach, they aim to ensure a smooth onboarding experience for users, regardless of their digital skills.
“Since a lot of customers are first-time users, they often rely on the customer success team to help with the initial data import. Once they become comfortable with navigating the platform, the customer care team can offer personalized guidance to those who would like to maximize HERO’s capabilities to suit their specific use case,” Nico explains.
In the early days, HERO’s team developed an in-house data importer that only supported Excel and CSV files in a specific structure. This limited functionality quickly revealed the tool’s error-prone nature. Managing these imports consumed time and resources, detracting from the team's ability to deliver a seamless onboarding experience.
Realizing that the internally built data importer would strain the company’s resources, HERO’s development team thoroughly investigated the data onboarding technology market. Among several providers that could offer a more robust solution to address the company’s evolving data import needs, nuvo emerged as HERO’s top choice for streamlining the data onboarding process.
nuvo’s Data Importer SDK stood out to HERO for several key reasons:
With these unique capabilities, nuvo has significantly enhanced the data import process at HERO, making it more reliable and providing the team with greater control.
nuvo’s ability to identify all anomalies within a dataset has been particularly valuable—enabling the team to promptly review these issues with the customer and work towards timely resolution. Meanwhile, they can make the clean data available to the customer sooner, which results in faster user adoption of their platform.
Through these improvements, nuvo has substantially elevated HERO's customer service, aligning with its commitment to delivering world-class support that strategically addresses even the most complex use cases—rather than merely resolving immediate issues.
Seamlessly integrated into HERO’s software platform, nuvo takes on the heavy lifting of data imports, allowing the entire team to focus on the core product and supporting customers. This robust setup ultimately sets the stage for HERO to empower customers with self-serve data imports in the long run.
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