What?Create a digital platform that manages client engagements in one central location. With a 360-degree view of each individual client relationship, needs are better understood and can be responded to in a timely and professional manner.
Why?With so much data created and collected for each client, the ability to be able to bring every single source together in one place ensures that an understanding of the wants, needs and concerns of every individual client are maintained.
How?By aggregating all the client engagement points, data and communication, we aim to achieve the following primary objectives:
The more we know about our customers, the better we will be able to provide them with positive experiences. Everything that they do, and every interaction that they have with our organisation needs to be identified, documented, and recorded. To do this, we need to move beyond the sticky-notes and disorganised filing cabinets and utilise organisational technology that not only accurately quantifies and categorises data for easy future reference, but also makes that data available across departments.
CRM allows us to store a vast list of customers and any important information regarding them. Access to their file is convenient due to the cloud, so no matter who it is that is helping the customer in question, they will have the same actionable data instantly available. This results in less wasted time for clients and employees.
It is possible for any employee to provide the same high level of service, by having access to the same customer data. Clients may have a single, main point of contact, but there is a good chance that at some point that contact may not be available, and the client will be forced to have to work with someone new. When that happens, many customers face the unhappy prospect of having to ‘start fresh’ with someone who does not understand their own unique preferences and issues.
CRM does away with this concern, by making detailed customer information communicable to whomever might need it. As such, it will not matter who it is that is currently assisting the client, because they will be working from the same information. And given that CRM is cloud-based and accessible from any device, the communication benefits of mobile CRM are not limited to the office but can be leveraged in the field as well.
Taking care of problems quickly and efficiently is a show of respect for our client’s time. With CRM, as soon as a customer contacts the company, a representative will be able to retrieve all available activity concerning past purchases, preferences, and anything else that might assist them in finding a solution. Should a solution not be readily apparent, then bringing in other representatives in on the issue is simple and manageable.
Along with the surface details of any sale, there are hundreds of smaller tasks that must be completed for everything to function properly. Forms need to be filled out, reports need to be sent, legal issues need to be addressed—these ancillary chores are a time consuming, yet vital aspect of the sales process.
By automating all the mundane tasks, representatives will be able to focus more of their efforts towards resolving client needs and driving sales, while the automated CRM system takes care of the details.
Automatically stored communication allows you to view emails, calendar, and phone call details in one easily accessible place. Sales, marketing, and customer service teams can share valuable information about clients to continue to funnel them down the pipeline to get the desired result of closing a sale, knowledge of new products, or excellent customer service. Every department can now tag team to get the right information to the right individual.
Information storage in one place leads to improved analyses of the data as a whole. Automatically generated reports help to maximise your time, while personalised dashboard views help to quickly locate information needed, such as customer information, sales goals, and performance reports.
With live pricing and the product attribute and variation builder the dealer generates their own quotes from the system directly. Special quotes can be requested for volume deals, specific requirements, or for uncatalogued products.
Dealers manage their orders directly in the system. They place orders themselves, or have the orders placed by an administrator on their behalf. Once logged, orders are tracked through status updates which are automatically emailed to the user.
Queries are logged directly by the dealer and added to a ticketing system. The query is automatically routed to the appropriate support person based on routing options.
The system offers many trackable engagement, communication, and messaging capabilities, which are all aggregated and offered for reference within the CRM interface.
360-Degree Client Engagement – Dealer Zone
The Dealer Zone offers a dedicated area for the client to manage all the engagements that they share with the company. From quote requests, to order management as well as queries, chats, and messages; these are all managed within a secure central client portal.
- Quote Requests
- Order Management
- Sub-Accounts / Departments
- Chats, Conversations & Email
- Support Management