It is impossible to imagine large companies that do not use software to facilitate their work nowadays. Virtual switchboards, data systems, programs for making claims and telemarketing are part of today’s business world. Among these, one stands out for its versatility, organization and multifunctionality: CRM.
Many businessmen and traders probably have no idea what a CRM is. Some companies even implement it without having any idea of the potential of this type of program. Well oriented, this software can be an ideal ally to achieve sales and below, you will understand why.
What is a database?
Database programs are intended to store information about a company’s customers. In fact, they are so simple that they are often built on the basis of Excel spreadsheets, although it may not seem so. In general, these applications are static, standardized and offer few additional functions other than storing data of interest.
An example of databases are the programs used in banking institutions. In fact, almost all companies that sell services have this type of software with information about their customers. That is why, when a person calls the bank, a telephone agent can tell him his balance and similar information.
CRM can be thought of as a state-of-the-art database that not only stores information. In fact, this type of program breaks the mold in many ways.
What is a CRM?
CRM stands for Customer Relationship Management. This could be translated as customer relationship management system, for those of you who were wondering what CRM stands for. Its name alone indicates that it is more than a database with useful customer information for the company. It is rather a software that allows a better relationship with users.
When we talk about a commercial activity, relating only implies two things: customer service and sales. However, CRM is specially designed to help increase sales. In fact, its entire structure is designed to make it easier for customer service agents to make sales to customers over the phone.
A database is a closed system that contains and allows you to review customer data. In contrast, a CRM has resources that facilitate communication between departments. In this way, all those who come into contact with it can leave information about potential customers interested in the product.
Explaining the CRM from the inbound call
CRM starts working from the moment a customer makes a call to the company. By containing the database of users, this system is able to recognize their phone numbers if they have been previously registered.
Then when the teleoperator receives the call, he will be able to see a module that tells him who is the person who is calling the call center. This is a great advantage when reviewing the customer’s data and allows the telephone agent to gain a few seconds to better address the conversation.
It is also possible that the user communicating with the company is not registered in the CRM. In this case, the system offers the possibility to update the records or start a new one. In other words, the database can always be modified or enriched to guarantee the company updated information.
Basically, the CRM is also connected to the virtual PBX for calls. That is why everything works in an integrated way from the moment a customer calls.
CRM makes it possible to integrate all the information in an orderly fashion.
Traditional programs are limited even for storing or sorting information. Some even have templates where only a certain amount of data can be stored. To tell the truth, CRM also represents a technological breakthrough compared to many outdated software that many companies are still using.
On the contrary, CRM allows you to have different types of information stored in an orderly fashion. This is how this system can have a space for contracts or invoices, another for physical or photocopied documents, added to the base with the basic data of the clientele.
This is much more complete than having figures, dates and names of a client in a template. CRM is more like a system that integrates all the information that is important within a company. The positive thing about this software is that the information can be more easily linked and better utilized by agents and employees.
Three luxury functions of CRM
CRM not only organizes information, but also enables interaction within the system. Therefore, it not only integrates data but also the company’s departments and employees. Here are three features that make CRM much more complete than a traditional database.
Dynamic customer history: CRM customer profiles are very complete, allowing almost any type of information to be grouped together in various formats. It is not just a matter of filling out a personal file, because, in fact, the system allows you to group the entire record of interactions that occur with each user.
Recordings: The CRM not only allows you to save written data but also recordings. From recorded calls to a reminder made by a telephone agent who has served a user. Everything is easily found in the system that stores the information with organization.
Inter-departmental communication modules: CRM allows you to create notes and send them to the managers of other departments. Therefore, information flows are created around this software that allow to follow up with users. Everything is very expeditious, fast and there are many ways to communicate with other offices.
Precisely, the communication modules between departments is the biggest commercial secret of CRM. This function can be key to generate more sales. That is why this system is understood to have a commercial focus.
CRM: Selling from information
Companies that sell products and services understand that sales are a social process. To achieve them, interaction is needed at the right time. One of the biggest problems facing the business world is the lack of customer and user data.
There are times when a customer may express interest in a product to a telemarketer. But since there is usually no follow-up with users or internal communication, this is left up in the air. This is how companies lose out on potential sales that could easily be made. This is where CRM comes in as a revenue multiplier.
CRM makes it possible, for example, to pass on the data of a person interested in a product to the telemarketing department. In fact, everything in this software has been designed to provide follow-up and information to close sales. This system allows the integration of all parts of a company to generate greater dividends.
A priority part of the function of a CRM is to feed the telemarketing department. Through its implementation, agents can obtain updated numbers, commercial opportunities and potential sales that need little work to be closed. Of course, this will depend on the agents making proper use of all the resources of this system.
Neotel: CRM and virtual PBX for calls
Both CRM and virtual PBX are call center tools. However, to use them it is not necessary to have a large department with teleoperators. Any company or business can take advantage of both communication and customer interaction systems.
Neotel’s virtual switchboard has a simple interface, is innovative and offers excellent complementary modules such as automatic call launchers and sending bulk SMS. These and other tools are ideal for developing effective telemarketing strategies.
Both the CRM and the virtual PBX have similar interfaces and synchronize seamlessly. Both programs work from an internet connection and their data is hosted in the cloud. As a result, companies that contract the service do not have to invest in expensive equipment or make complicated installations. The entire service is provided by Neotel, including maintenance.
Neotel offers its CRM for free with the virtual switchboard contract.
Those entrepreneurs and companies that purchase the virtual switchboard service with Neotel get the CRM for free. In this way, they acquire two fully integrated systems to manage their communication and migrate to IP telephony.
It does not matter which call center software plan is contracted with the client. All those who pay for this service can also have access to an innovative CRM, easy to use and with state-of-the-art functionalities. This is an excellent way to start a business, managing communication in a professional way.