Banks, telephone companies and other service companies usually handle basic customer data. In fact, this is part of the nature of that type of business, but the truth is that having customer information is always positive and useful. In fact, both the company and the customers benefit from a CRM.
Having databases is legal as long as the information is handled in accordance with the law. In fact, this is important in almost every type of enterprise. Of course, today’s information management software has evolved by leaps and bounds. Having a CRM even makes it possible to carry out marketing campaigns with a fairly wide scope.
What is a CRM?
CRM is a business management system aimed at collecting data from a company’s customers. To be more precise, this software is a manager for the relationship and attention offered to customers. It is known as CRM for its acronym in English which stands for Customer Relationship Management.
The meaning of CRM in Spanish is something like “Gestor para el manejo de relaciones”. This is a digital tool but its design is also part of a management model for customer service. This makes it go beyond the rudimentary databases used by some service companies in the past.
The CRM integrates various functions that facilitate communication with users, beyond attending to their problems. In fact, this application includes functionalities that facilitate data updating, marketing and communication of business messages. As can be seen, the information base is one of the parts of this integrated system and not its entirety.
A traditional database may be configured only for information verification, or customer service. On the contrary, CRM is designed to simplify the commercial relationship with regular customers and potential users. Used well, this tool allows you to expand business opportunities and close new sales.
How does CRM work?
CRM is more than a software, it is a customer-oriented business management philosophy. It is not only oriented to attend to complaints or failures and, to tell the truth, it is usually designed to increase sales. Its appearance comes to unify and refresh obsolete processes or systems of attention that were not integrated in order to consolidate the growth of the company.
CRM is created under the vision that all the information must be condensed in a macro system, efficient and easy to access. It is a way for every part of a call center and the company to work in unison. In addition, this software has functionalities and channels of action to connect various departments.
For example, it may happen that a customer calls upset because his cable TV signal is faulty. An operator immediately answers the call, verifies the data of the incoming call and understands that the user has outdated numbers in the database. Immediately, the CRM allows you to update the phone number and even get the person’s email address.
But the CRM goes beyond this. In fact, the inbound operator can pass data to the telemarketing department. In other words, this application makes it easier for all departments to communicate and complement each other for the benefit of customer service and the company’s commercial growth. The goal is to connect all parts of the business machine to generate better information and greater resources.
Some CRM functions
CRM is a complex system that links the parts of a company and its functions are interconnected. Obviously, updating customer information is probably its most basic and obvious facet. But the full potential of this implementation can be analyzed with other, much more complex functions.
For example, today’s CRMs make it possible not only to obtain and manage customer data, but also data on people who may be potential customers. These are known in marketing as leads and constitute business opportunities. Precisely, the manager system is designed to detect this type of person and pass them directly to the sales department.
This tool also makes it possible to check the status of customer debts. This is of vital importance for service providers and allows them to improve the work of the collection department. As with leads, the information is passed on to improve the company’s ability to collect from customers in arrears.
In addition to this, the most current CRMs implement automated intelligence. In this way, the most repetitive tasks are performed more quickly and easily. In turn, these programs have functions and sections that generate recommendations to telemarketers. In the case of Neotel’s tool, this happens instantly and in the middle of the management.
How to improve sales with a CRM?
CRM is a program aimed at generating opportunities and facilities to increase sales. Although there are many types of this type of programs, all of them in their structure promote the commercial activity of the enterprise. The most important thing is the interconnection that it allows between departments for the exchange of information.
The knowledge of the leads allows the telemarketing department to capture new customers. Today, worldwide statistics suggest that a person buys products or services after the fifth call received. Being able to identify interested buyers and forward their data to close the deal, means achieving sales with fewer contacts.
In other words, CRM increases the amount of closed business by reducing the work required to obtain it. Added to this, its use implies an increase in cross-selling. These are the ones that occur when an operator gets customers to buy complementary or higher-priced products or services, increasing profits for the company.
Of course, each manager has different characteristics and it is therefore necessary to carry out a study of the available options. Choosing the system that adapts to the particular needs of the company is a priority for any entrepreneur. Just as companies operate or are structured differently, not all managers are equally suited to each company or business activity.
Getting to know Neotel’s CRM
Neotel’s CRM has some of the most comprehensive and innovative features on the market. A basic feature of these systems is the document manager. This allows the operator to access the information stored for each client.
Likewise, the program has the ability to note changes or send documentation by various means to other departments. In fact, the CRM allows sending both e-mails and text messages from the user’s window. Basically, this type of program facilitates the exchange of information to avoid delays.
Another feature that Neotel’s CRM has is the ability to schedule WorkFlow. Basically, this involves creating events with guidelines and information that allow all company departments to be connected. This involves, for example, creating alarms for the telemarketing department to call three customers who have contacted the company.
In essence, this customer relationship manager goes far beyond traditional databases. CRM is designed to link the work of the different sectors of a company. In fact, this application is ideal for companies with medium-sized or large workforces. This is just a taste of Neotel’s CRM functionalities.
What is Neotel CRM like?
After understanding what a CRM is and what it works for, it is essential to analyze the characteristics of each market proposal. Neotel’s application is functional, easy to use and has a user-friendly interface. From a simple to understand structure it is possible to perform multiple tasks that will improve the productivity of the company.
Neotel CRM comes with an integrated virtual pbx. This means that the companies contracting the service have the call center software fully compatible with this manager. In this way, operators will not have to open several different softwares to perform their management. In addition to this, the application is customizable and includes very useful functions for marketing.
The entire system is hosted in the cloud and works with an Internet connection. The costs of the service are competitive and can be adapted to the needs and budget of the contractor. Entrepreneurs can access a certain number of modules, channels and services depending on what they need for their company.
CRM is a necessary tool for growing companies. It goes beyond the database and aims to increase productivity and revenue by improving internal processes. For sure, it is a necessary investment that will pay good dividends in the medium term.