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There are three main warning signs to look out for that could mean your CRM is out of date.
1. Your staff has trouble finding Customer details
For most organisations, the main reason that they deploy a CRM system is so that their staff can have a 360 view of their customers. As the marketplace increases in competition, for companies to survive they must remain in front of their competitors. If a consumer has been your customer for several years and calls up with a support query, how do you think it will affect that customer’s opinion of your organisation if the employee that they speak to has difficulty in finding them on the system and has little to no information about them? That could be the interaction that costs you a customer.
Being able to have an up-to-date accurate picture of each of your customers has never been more crucial to success and with SugarCRM this no longer needs to be a dream. Quickly search by telephone number, organisation name, customer name, email address or numerous other criterion across the whole database to quickly find the records related to your caller. Each Contact record will detail calls, emails, notes, documents, support cases, opportunities, quotes plus much more. Thus giving your employee a full history of the caller so they are able to see how long they’ve been a customer, is this a recurring issue, do they have a support contract and most importantly reassure your customer that they are important to your organisation.
2. Your CRM doesn’t provide you with Real-Time data
Or an alternative scenario, a potential customer is on your website and fills out a Contact Us Form – with Sugar and Inbox25, this could trigger a workflow and based on geographical location of the potential customer, assign this lead to the appropriate Sales Team. Whilst this is happening, Sugar can automatically send an email to the potential customer thanking them for getting in touch and explaining that sales person X will be in touch shortly. By now, your sales representative will not only have the information that the lead filled in on the form but also what pages on your website that they visited. This extra information can give additional insight to your sales team to tailor the call to the lead’s interests and start of building that relationship in the right way.
3. You can’t integrate your mobile with your CRM
One of the main problems with many CRMs is that they don’t make it easy for your Sales team to update them. Sugar has a native mobile app for Android and iOS at no additional cost that allows your Sales team to access records, schedule calls and update information on the go. The offline mode makes sure that they don’t even need an internet connection to make the changes and logging call details has never been easier as you can use your phone’s built-in speech-to-text functionality so you can ever do it hands-free.
SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience. Sugar pricing is simple and affordable, so it can deploy it to all customer-facing employees, and know what it’s going to cost. Recognized by leading industry analysts as a CRM visionary and innovator, Sugar is used by more than 1.5 million individuals in over 120 countries. To learn more visit SugarCRM or follow @SugarCRM.
A little bit about Provident CRM
Provident CRM is a global CRM consultancy specialising in Sugar, business process improvement tools and systems integrations. We are among the top SugarCRM Partners worldwide holding the coveted Elite Partner status.
With offices across the UK and Ireland we have shared our experience and knowledge with organisations in both the public and private sectors. Partnering with our Customers, we focus on delivering value, sustainability, efficiencies and productivity.
We have already helped hundreds of organisations to deploy Sugar, assisting in change management and user adoption. We are looking forward to partnering with you, discussing your implementation and helping to realise your vision for unparalleled customer experience.
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