CRM Success in the Trades: Celia Church’s Guide to Data, Implementation, and Next-Level Growth

The Catalyst for the Trades

Thinking about switching CRM platforms or struggling to get the most out of your current system? In this must-listen episode, CRM and Service Titan consultant Celia Church (Smart Service Solutions) joins hosts Jennifer Bagley and Chuck Staszkiewicz to unpack the secrets behind successful CRM and field service software adoption for contractors and home service businesses.

Celia shares a true insider’s roadmap—covering everything from data mapping and onboarding to ensuring clean data, effective team training, and the growing role of AI in automating busywork. Chuck and Jen add hard-earned lessons from their own businesses, giving listeners a no-nonsense guide to avoiding costly mistakes and setting up your CRM (and company) for scale.

Perfect for HVAC, plumbing, electrical, and service company owners ready to stop wasting money on underused tech—and start leveraging CRM platforms for strategic, profitable growth.

Timestamps:

00:00 – Introduction & Why CRM Matters
01:41 – Meet Celia Church: Her Background and How She Became a CRM Expert
04:02 – Why “Garbage In, Garbage Out” Is the #1 Data Principle
07:52 – The Right Way to Implement a New CRM
10:00 – Step-by-Step: Data Mapping, Validation, and Change Management
12:56 – Who Should (and Shouldn’t) Attempt a CRM Migration
15:00 – Critical Non-Negotiables for Successful Implementation
17:27 – Training, Grace Periods, and Dealing with Bad Data
18:46 – Seamless Employee Onboarding & Ongoing Training
19:58 – How AI and Automation Are Changing CRM Use
24:35 – Automations, Integrations & What’s Possible Now
25:51 – Reporting Mistakes Contractors Make (and How to Fix Them)
30:51 – The Owner's Mindset and How Bad Data Derails Growth
34:19 – Why You Need Financial Clarity Before a CRM Migration
40:45 – Building Your Fractional “Dream Team” of Experts
44:45 – Measuring ROI—And the Hidden Costs of Doing It Wrong
49:51 – Final Advice, Celia’s Contact Info & Next Steps

Guest Details:

Celia Church
Title: Founder & Lead Consultant, Smart Service Solutions
Background: Celia Church is a respected CRM and field service software expert specializing in Service Titan and home services technologies. With a career spanning dispatch, call center management, and tech consulting, Celia’s consultative approach has helped hundreds of service businesses optimize their process, gain control of their data, and achieve scalable growth. She is renowned for her hands-on strategies in data integrity, staff training, and business process mapping—helping companies unlock the full value of expensive software investments.

Relevant Links:

• Smart Service Solutions
• Catalyst for the Trades Podcast
• CI Web Group
• The Opus & Golds Group

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