A powerful customer relationship application can make any task as simple as a few clicks
of a mouse. Every one of your clients and every one of their interactions with your
business could be stored in your custom built CRM system. Search, sort and filter through
each order, invoice, email and phone call associated with an individual customer.
Empower your staff
Give your staff the ability to access a customer's record within a matter of
seconds. Your customer services or technical support department could answer a
telephone call and pull up a customer's account details after a few short
security questions, allowing them to see every relevant detail of the caller's
enquiry. Your accounts department could run sales reports, send out
end-of-month invoices and bulk email debtors in an instant.
Automate your processes
Business processes (sometimes referred to as business logic or workflow) can range from
very simple to extremely complex - but all are equally important. Almost any
business logic can be integrated into your CRM system to allow you and your
staff the ability to execute intricate or repetitive actions. Use human events
(like a request for a custom report) to trigger processes, or simply schedule
events on a daily, weekly or monthly basis (or, of course, choose custom
intervals to suit your business).
A missed payment date can trigger an email to be sent, both to the customer and to
your accounts department. Offering a discount on a product or service can
update your web site's home page and email your preferred customers. Perhaps
taking on a new client requires a contract to be drawn up; your CRM software
could automate the process by populating a template contract document with
the client's specific details, sending a copy to both the client and your
legal team as well as storing the document digitally within a secure document
management system.
Market more effectively
Use the data stored about your customers and their activity with your business
to make the most of your marketing efforts. A reporting module integrated into
your CRM software could produce detailed analytics with 'drill-down'
functionality, assisting your decisions with at-a-glance representations of
trends in customer activity, preferences and spending. Collect data from your
customers to assess the effectiveness of marketing campaigns retrospectively
or use existing data to help forecast the success of proposed marketing
activity in the future.
Improve your customer retention
Know your customers better than your competition. Provide a more
personalised service and respond to their needs faster and more accurately.
Ensure your customers continue to do business with your organisation by more
effective communication; send out tailored newsletters containing information
relating to preferences either chosen by each customer or displayed through
trends in their activity.
A customer relationship management application built especially for your
business can put all the tools to achieve this right at your fingertips.
Feel free to ask
For more information about customer relationship management (CRM) systems please
contact us.
