How can CRM tools improve your business processes
What makes modern businesses successful? 57% of today’s companies correlate improved customer experiences with increasing profits. Customer service has drastically changed in the past few decades. In the digital age, companies have to exploit every available resource to establish an efficient customer relationship management. Modern customers are incredibly demanding and want to be serviced on the highest level as promptly as possible. That is why, in today's ever-connected world, the companies are using the best CRM solutions that enable maintaining of a permanent dialog with their customers and focusing all of their activities to creating a loyal community of customers.
Productivity is crucially important for any organization. In today’s business environment where the competition has never been as fierce, companies need to be equipped with the most efficient CRM tools that would significantly improve their business processes and accelerate results. In order to achieve your business objectives, your marketers, sales representatives and customer support agents need to have a 360-degree overview on each of your potential and existing customers. Consequently, you will be able to have a better understanding of your clients, their buying needs and preferences. The deployment of cutting-edge automation solutions transforms the way companies use information.
The implementation of innovative CRM systems enables your employees to process large volumes of information and deliver flawless customer service without losing any points in terms of quality. Your reps will be able to close more deals that will keep getting bigger. However, without a suitable automation solution, your company would have to manage all of customer-related data on countless spreadsheets that are impossible to navigate or properly organize. In turn, your reps will not be able to concentrate their efforts on turning early-stage prospects into loyal customers and a huge chunk of leads will be lost. That is why, you have to choose an automation solution with powerful CRM tools that match the specific needs of your business.
Business processes in bpm’online CRM software give your company a competitive edge!
CRM tools for marketing
In order to be at the top of their game, your marketing team needs to continuously generate as many high quality leads as possible. For that reason, your marketers have to devise sophisticated marketing strategies and run complex marketing campaigns. CRM tools simplify the leveraging of these marketing activities and improve the effectiveness of the marketing department with the following features:
Obtain a bird’s-eye view of your customers. Store various customer-related information that include industry, but not limited to company size, geography, noteworthy events, contacts’ career history, and many more in bpm’online marketing. Keep track of the changing customer needs and match them with the appropriate product or service. Manage the evolution of your customers’ preferences and build efficient personalized communications by offering them products and services that might interest them in the future. The system allows tracking changes in customer preferences, as well as creating new ones.
Website behavior tracking
From the initial visit to your website, the visitor’s browser collects information about pages visited, website paths and how much time was spent on the site. When registering, all the information in the visitor’s cookie files is sent directly to bpm’online and added to a lead’s profile.
Tracking lead sources
Not only does the system enables tracking visitor behavior on your website, but it also helps you to identify lead generation channels and sources. All information is collected in the lead profiles and is displayed in dashboard analytics. Track lead sources to evaluate the effectiveness of lead generation channels used in your marketing campaigns and focus your efforts on the best performing channels.
Maintain a constant dialogue with your prospects and gradually nurture them. Set up trigger emails based on lead behavior on a website or other events, for example, a birthday, registration on a website, product comparison, abandoned shopping carts. Segment audiences by various criteria using smart filtering capabilities in bpm’online marketing and build up your communications with prospects that haven’t made any purchases for a while.
Other important CRM features that your marketing team appreciate include:
- Marketing campaign automation
- Lead generation and distribution
- Email marketing tools
- Event management
- Collaboration tools
- Knowledge management
The most important sales CRM tools
Make the most of your sales pipeline and minimize errors while continuously boosting results by implementing automated business processes that guide you through the most effective actions to close more deals faster.
Out-of-the-box sales process
The system is equipped with out-of-the-box best practice processes for corporate sales. The process is designed to disseminate best practices for extended sales cycles, thereby greatly increasing sales manager’s chances to successfully close a deal. Action dashboards guide users through the next steps that need to be accomplished in order to effectively manage opportunities at each stage of the pipeline and close deals faster.
Field sales management
Manage your field force using a single window in bpm’online sales. Create a schedule of visits for each representative. View locations on the map, monitor the actual visits by geo-tags from field sales rep check-ins in each of the locations. Leverage the data to analyze the efficiency of the department.
Sales forecasting based on the variable criteria
Make sure your goals are achieved with bpm’online sales forecasting tools. You can easily plan sales volumes by managers, accounts or industries. Compare indicators across periods and apply smart filtering tools to get the information you need within a matter of seconds.
The best CRM systems are equipped with the following features:
- Customer database management
- Social media integration
- Lead management
- Opportunity management
- Document management
- Mobile sales capabilities
- Complex data analytics
The best CRM tools that enhance customer support processes
Flawless customer service is the basis of a winning customer experience. Employ business processes that are designed in compliance with ITIL best practices and recommendations. Follow built-in business processes to manage customer requests, service catalogues and SLAs.
Use bpm’online’s communication panel to make calls and receive messages directly in the system. When handling a call, bpm’online service automatically displays the customer profile so you can instantly access critical data and provide more personalized service. The system also allows setting up the Quick Dial panel.
Unified service catalogue
Regardless of the complexity of your IT infrastructure and the size of your Service Desk, be certain you can store all services in a single unified environment of bpm’online service enterprise. A complete and up to date service catalogue will help you to regulate service processes and offer your customers subscriptions to different services.
Leverage extended capabilities of the supervisor’s workplace, which provides Service Desk managers with full control over all inbound and outbound communications. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary.
If you want to deliver superior customer experience, your automation solution should provide the following service CRMtools:
- 360° view of customer database
- Omnichannel communication tools
- Business process management
- Contact center automation
- Case and incident management
- Service catalog management
- Service level management
- Knowledge management