In an age where markets rise and fall unexpectedly, and competition grows by the minute, businesses are doing all they can to make sure that their internal procedures are streamlined, measurable, and have an impact that assures increased efficiencies.
CRM software is just one of the ways that businesses can do this, by making sure that information is accessible to employees across all platforms, and that tasks are accounted for on a daily basis. Together with Datawright, specialists in business management software and field service scheduling software for business, we take a look at how CRM works and how it can benefit the daily operations of any business.
What is it?
Customer Relationship Management (CRM) software, allows you to not only monitor the relationships and communications from business to client, but also the internal relations of members of staff and their activities and procedures.
Surprisingly, many businesses are unsure as to how they currently monitor these processes. CRM software ensures that all of your client meetings, contacts, and other information is all stored in one place – meaning you’re never at risk of losing either client or employee information and records.
The best way to think of this software is as a large database for your business – and it is only as important as the data you store within it, so using CRM software effectively, and as a benefit to your businesses efficiency – is what we would recommend.
Improving internal and external communications
If a business is rapidly expanding, then it is quite common that communication can become difficult.
As knowledge will vary across the workplace, CRM software can help to bring down boundaries within the workforce by including this information on an accessible system. For example, one department may usually keep information on one particular client, but a centralised system means that everyone can easily access this information at any time.
This means that communication moves in-line with business processes, client info, and other aspects of day-to-day operations that they may not have been aware of.
Accessing the latest information
Many businesses go through this, but how much time has your businesses lost based on incorrect client records or employees that work from the wrong resources? If information within the business is not collated and centralised, then employees can tend to work from multiple versions of the same resource, which at times can create confusion and produce inefficiencies.
Within the manufacturing process, this can cause problems if the wrong information is used when the correct end-product needs to be delivered. Within field management services, this problem can be even more serious. If service engineers are disconnected from the business HQ, then CRM can act as a remote connection for these employees, which ensures that they have access to the most up-to-date information that they need.
Managing accounts effectively
CRM software allows for greater account management. It doesn’t matter whether it’s a prospective customer, or an existing client – everything can be monitored from a centralised system, which includes order history, contact information, sales calls and other important information.
If businesses are dependent upon the level of intelligence they operate from, then CRM helps to improve this in order to provide a better service. Operating in a smarter, more streamlined way can be the difference between keeping clients and improving productivity, and losing clients and risking business setbacks.
Making sure everyone’s accountable
Information is lost when employees work from multiple resources and communicate through emails regarding many different subjects; in these instances, employees can be responsible for business mishaps – but aren’t held to account.
When implemented correctly, CRM software can improve accountability within the workplace, and your business’ intelligence can remain consistent when information is lost, as there is always a CRM backup.
Automating tasks
CRM can help reduce the workload for employees, as it can perform the tasks that staff members may feel are menial or unnecessary; even though these everyday tasks might vital, through automated processes, CRM can reduce lead times significantly during the working day.
A fully scalable solution
Unlike solutions used in smaller businesses, CRM systems are fully scalable. This means that as your business begins to grow in size, so does you CRM system as you add to it. CRM then is a malleable software system that allows you to create bespoke system specifications depending upon the size and operations of your business.
