3 Reasons Why Your CRM and Communications Platform Must Work Together

3 Reasons Why Your CRM and Communications Platforms Must Work Together
As businesses grow, their list of customers grows with them. What started out as a short list of neighborhood friends may now be a large database of clients spanning several states – all with different backgrounds, personalities, and preferences.

Managing such a database is a complex task, made much more difficult by the increasing need to make businesses more customer-centric. Customer Relationship Management (CRM) platforms were thus created in order to record collected data about people’s backgrounds, personalities, buying habits, and preferences, as a means of understanding the customer.

Businesses should remember, however, that a CRM platform is not an end in itself. Collecting information for the sake of information is not very useful if it is not integrated with other aspects of a business. In other words, the knowledge gained from a CRM platform can only go so far as it is applied.

Examples of how CRM platforms are put into good use include its integration with the product design and marketing. Through CRM, products can be molded to give customers what they want, and advertising campaigns can be created to speak directly to a company’s target market.

Few companies, however, realize that their CRM platform can also be integrated with their communications platform, which is where company representatives regularly interact with customers through customer service. Regular interaction with a customer without the information provided by a CRM can spell disaster. In fact, 6 out of 10 customers feel that when they call a company’s help desk, their needs are not resolved.

In this light, we provide you with the top 3 reasons why your CRM and communications platforms must work together in order to improve your business:

1. You will generate sales more efficiently.

With a functioning CRM platform, your sales agents will be fully equipped with all the information they need to meet their sales targets. Knowing key information such as the customer’s job, income, product preferences, and spending habits will make the sales pitch much more likely to succeed.

In addition, a CRM platform benefits follow-up calls as well. Studies show that 8 out of 10 sales calls require as much as 5 follow-ups to close the deal. However, around half of sales agents fail to make the necessary follow-ups, primarily due to giving up too early or forgetting about the call altogether. What the CRM platform brings to the table is more information. With it, agents will be able to much more easily track which customers have been contacted so that they never miss a follow-up. Agents will also be able to check on the results of the initial calls and plan the next calls accordingly, taking into consideration the background information of the clients.

Apart from the improved information, a CRM platform also allows sales agents to utilize its vast automated resources. Research shows that a sales agent will have to make 8 dials per hour just to set a single appointment. With such a limited set of hours in a day, this can be a source of inefficiency. As such, the automation brought by a CRM platform to increase appointments per hour will be a welcome addition to any sales agent.

2. Your customer service will be better.

When customers call your customer service hotline due to problems with your products, they expect to receive quick and effective service. A communications platform that is disjoint from the wealth of information of a CRM platform cannot be expected, however, to deliver this type of service.

Research shows that 2 out of 5 customers expect that a customer service representative should know their history of product issues, and that 4 out of 5 customers become extremely dissatisfied when their representatives do not have access to their account information.

With an integrated system, representatives are given much more information about the customer, such as the history of product issues experienced and the solutions that worked in the past, in order to serve the customer better. Having more information on-hand about the customer also makes things much easier. For example, when parts are needed to be delivered, the representative can just confirm if the address on record is correct instead of constantly having to ask about it. As a result, customer service will be quicker and more effective, for the benefit of all parties.

3. You will save on costs.

Communications platforms are cost centers for most companies, so a decrease in expenses is always welcome as long as it does not hamper the quality of service it provides.

Research shows that 20% of customers experience being rerouted from one representative to another without any resolution to their problem. Apart from the customer dissatisfaction this brings, this constant rerouting also clogs communication channels and takes up the time of other representatives. As a result, the cost of addressing one customer’s issue spans not just one representative, but a whole set of representatives through their countless rerouting.

The root of this problem is the lack of access to information to help the customer as most information is not centralized. But with a CRM platform, any information collected by a customer service representative is recorded in the system and shared to all other representatives. What this means is that other representatives can address the concerns of any customer just by looking at their history through the CRM, saving time and resources for all.

In addition, a CRM platform’s vast automated resources allow a company to offer advanced interactive voice response (IVR) solutions. These systems allow customers to access information about their accounts such as billing and order status without the need for an agent’s assistance. With more than half of customers preferring this option rather than calling a representative, cost savings in the long run are very possible.

Integrating your CRM and communications platforms may be difficult at first, but if properly managed and applied, the benefits you reap in the long run can more than make up for it, and help your business achieve success.

Student Benefit Center CRM for Mortgage Companies

Because mortgage companies have complex needs, we must first understand how these kinds of companies work. Aside from perpetually contacting existing and new prospects, mortgage companies also need to contact and follow through with both existing and previous clients who may need their service of obtaining a new loan. Some companies may have already established good ways of maintaining and implementing this type of contact but the most efficient approach would be to offer a great customer relationship management package.

Managed Logix not only offers you excellent customer relationship management. We also offer high-quality software that saves you time, money and effort by helping you deal with all of your clients in just a heartbeat. Providing you with state-of-the-art CRM is not just the best thing in our package, our system is endowed with an integrated vertical system that manages everything from beginning to the end. With this kind of system, we offer you fast, simple and accurate results that will improve your customer management at all times.

A powerful CRM system
Managed Logix has everything to provide you and your customers overall satisfaction. We offer you a complete customer relationship management system that allows you to track prospective clients across every department in your company and even across different locations. Anybody under your team can look into the data about the client and everybody else who has access to it will be able to use that information. Now, your client does not have to repeat information that needs to be provided to each and everyone in your team since anybody has an access to it anytime, anywhere.

Completely integrated verticals
Next we have the integrated mortgage system. Managed Logix makes it easy for you to manage and track calls and results just by simply typing it in your system. You don’t have to provide multiple files for everybody. Managed Logix gets the work done for you.

Our integrated verticals do not only help you track a client but also get a snapshot of where that client’s account stands. Aside from tracking current status, you can also track previous and follow-up transactions that have been done, what’s still left for you to do, records that have to be escalated and everything else that you want set and done.

There is always an automatic follow-up and it can easily be done without having to check one system to the next which definitely saves time and effort, and at the same time, cuts down possible errors into your data. Keeping your data error-free will enhance its integrity that is important in keeping customers very satisfied.

Drip email campaigns
Emails are businessmen’s best friend. They check and update it most of the time to keep up with people they are dealing with on a daily basis. A great email drip campaign is a vital part of your mortgage business.

With this, Managed Logix has partnered with SMTP to give you high-quality delivery service available for your email campaigns and give you with the best possible results. SMTP has proven to be a topnotch company with more than a decade of practice in transporting emails and making sure they are delivered where they need to go. They have set the standard that all other email delivery services follow. They have an unmatched record in the industry based on these facts:

SMTP has more deliveries than any other service around. According to statistics, even when clients have requested information, 22% of these business emails never make it to the client. SMTP has the highest deliverability rate in the industry and they will not let your drip campaigns go into waste. A lot of your money will be wasted and your time will not be restored if your emails get dumped into the SPAM folder. Make sure your message is delivered to where it should be and work with a partner that delivers the best service.

Contact Managed Logix now and experience the world of high-quality and competitive CRM and overall integrated verticals. Avoid errors which will cost you money and will smear your company’s reputation and reliability. Managed Logix will handle it all for you because you only deserve the very best!

Avoid Overlooking the Human Aspect of Customer Relations

Technology has a way of enhancing some known business operations but it is a fact that automation is not ready to take over what people can actually do. Human interaction is still a need especially considering that businesses like Managed Logix still interact with people.

Most organizations these days are encouraged to adopt modern practices, mostly pointing to technology such as Customer Relations Management Systems. It should be noted however that these systems are made to help out people and not actually take their place. There is still a big difference when you think about providing the proper answer to millions of questions that could be thrown your way. Not all questions can be answered by a machine. As a result, there is a need of human interaction in the end.

Communicating at human levels
You can program systems with tons of data to address queries but that does not assure you that most questions by customers will be resolved. Some systems, for instance, would railroad you in such a way that it may take you a long time to get a proper answer to your questions.

This is how most systems are designed today – interconnected to ultimately address needs. However, not all customers have the patience for this, particularly the ones who may be looking for a simple answer to a simple issue. This is where human intervention comes in, aptly addressing and paying attention to what a customer really wants clarified or resolved.

Through human interaction, people get to the point and can immediately get answers compared to that of interacting with a machine or a system. Furthermore, both customer and company representatives can easily get on the same page, meeting halfway, which ultimately leads to a faster resolution of the problem at hand.

Giving attention where it is due
Customer representatives can provide factual solutions based from experience and knowledge, sometimes not present in CRMs. For instance, procedures in applying or claiming benefits can be done easier with people who are pretty much knowledgeable about it.

With CRMs, such could be programmed when specifics are normally left out since these can be countless and very dynamic. When both are communicating, the matter at hand can be addressed instantly. The level of understanding is more logical and quicker with the help of humans since they do get an actual grasp about a customer’s gripes or problems on the spot.

Valuing through Customer Care
Another aspect that makes human interaction valuable is the fact that customers would feel valued. A CRM can help you track details about your customers’ needs but there are still loose ends. It helps address basic issues at a certain level but not the ones which only humans can resolve accordingly.

Hence, with humans around, customers will not feel shortchanged but rather valued since they are given attention head on when the need arises.

Attain Higher Visibility thru CRMS to Increase Earnings

The World Wide Web, together with similar technologies, has brought about changes to our everyday lives, and it still continues to evolve. That only means your marketing department and customers are probably using up more time communicating with each other. This may seem positive for your business’ future, however it places your current staff in danger. Remember that one of the things you should always ensure is that everyone must be on the same page whenever dealing with your customers.

Here’s where your Customer Relationship Management System comes in and proves it worth. A CRM allows all members of your company to see the same exact information on every client of yours at the same time. This is to make sure that the whole team works hand in hand rather than team members repeatedly inputting the various data time after time.

However, that’s not all CRM is all about. An ideal CRM system does more than just trace client information. Having the correct system running lets you have a better view of the full procedure. The heightened visibility supplied by a customer relationship management system is your best bet in terms of being able to scrutinize your complete sales procedure, and being able to study what works and what doesn’t.

All you need is a CRMs that permits you to grab and examine carefully specific types of data. Here are some thoughts to help get you going:

Safe and dependable database

Your customer relationship management system offers you a safe, dependable refuge to hold all of your data per client, past and current. This is critical to the process.

Befriending strangers

Your CRMs allows you to track all that you need to know about each and every one that comes into contact with your family. This begins the moment the person drops by your site as just another visitor and continues until he converts into a paying client.

From contact to client

You can utilize your CRMs to follow through contacts to trace what actually becomes of them. CRM Reporting and Analysis will regularly update you about your clients every step of the way. Make use of it to trace occurrences and to examine what could be the possible outcomes.

In summary, with a customer relationship manager system, you are able to get a better, wider picture of your company, your clients and their details, which makes it easier for you to search for answers for previous difficult issues. You’ll find out who the people in question are, where they reside, and the number of leads you’ll acquire from the different references that you use.

Aside from this, you will be able to know your leads’ qualities. What makes your leads turn to actual sales, and when do they not? Where is the source of your good leads, and where do those that don’t convert into sales come from? It is your CRM that will aid you in increasing earnings by showing you the answers to these queries by giving you more visibility of your business’ sales and marketing processes, step by step.

Invigorate Your Business with CRM

A CRM tool will reinvigorate your flagging business right at the moment you start implementing it. From the get-go, you will know who a customer is the moment they call, and as such, you would be able to hazard a guess as to the reason they are calling. Everyone working in the campaign has the same resources available and with this tool, you can come up with business reports that can tell which the performers are and which are not. This way, you will know which to focus your energy on.

What else will you need?
How about a telephony system that simplifies the process of making outbound calls, makes it possible to call 3000 people in one day, and creates a business report by simply clicking on a button? These things are possible with the use of a CRM system.

What about the old system?
If you already have a system in place, which has been effective for you before, why will there be a need to replace it? The main reason why you have to install the CRM dialer to replace the old one is increased productivity. A CRM dialer that is integrated with your system will improve and enhance the process of making outbound calls. The old dialer that you have can indeed make outbound calls, but that’s about it. The CRM, on the other hand, can do so much more.

It’s a well-established fact that your marketing campaign is all about the numbers game. Establishing a contact is very important in building and maintaining a relationship with a customer. With every contact that you have with a customer, the interaction between the two of you is increased, which could easily translate into a sale.

Establishing customer contact and generating revenues for the business follows a rigid business model. Once the process has been streamlined with less effort on the part of your sales team, there will be a lot of time spent on doing other things, which results in increased productivity.

The sales team will be able to make outbound calls with just a click of a button, and they would know right away who they are calling. This will further enhance and improve the interaction between the sales staff and the customer and will therefore increase the chances of converting the lead into a sale.

Additional features
With the CRM system, you can do a host of other things. It’s not just for making calls. The tool is tied to your database and as such, it can provide you with information that will be helpful during the decision-making process. Here are a couple of them:

• You can instantly access reports and logs to know which agent made a call, who answered it, and when it was made.
• You can monitor different campaign strategies and know which one is most effective by analyzing the results.
• You can decide then and there where to focus your marketing efforts on.

Get the complete package using the CRM
A CRM dialer can do a lot aside from making outbound calls, and this will greatly improve the quality of your customer service. A lot of money and efforts will be saved in the process of getting one. The end users will then be happy with the overall improved service – and this is all because you implemented the CRM dialer in your system.

5 Things that a CRM Cannot Do

While it is true that an engaging and interactive relationship with your customers can benefit the company, there are certain things that a CRM cannot do. However, a CRM can still be a useful resource for you to get and retain your customers. A CRM can certainly create a huge difference in a very competitive industry.

Here are just some things you should not expect CRM to do for you:

1.  Increase satisfaction.

A CRM can help you by providing knowledge about your customers. Yes, a CRM may contain relevant information about your customers – their wants and needs – but ultimately, the one who has the capability to satisfy them will be you and your staff. A CRM should be able to store everything, including negative feedback or comments and previous interactions. Use the data gathered from the CRM to create happy customers.

2.  Increase profits.

A CRM cannot increase the income of the company based on its own merits. But what it does is give you the information needed to do so. It is now your task to read the data provided by CRM and determine what to do with it to increase return of investment. The CRM is your tool; use it to your advantage.

3.  Increase market share.

CRM cannot directly help you increase your target audience or niche, but it is a useful task in providing relevant data and reports about your target audience, which you can use to enlarge market share. Use the information that you gather from CRM to come up with brilliant marketing campaigns and engaging copy that will evoke prospective customers’ interests.

4.  Retain loyal customers.

CRM can certainly guide you into the right way, but on its own, it won’t make your customers stick to your brand. Customer retention will be based on you and your company. Take note, however, that customers will keep on patronizing your business if they experience an improvement on the products and services that you provide. This is where the CRM can help you. It should be able to determine preferences of your clients. Use this to come up with new products or services based on the needs and wants presented by the data coming from the CRM tool.

5.  Reach sales quota.

Use the CRM dialer to keep track of any related information about sales, including the numbers still needed to meet quotas and goals. Use the CRM to your advantage by filtering the customers who need special attention. You can then focus your attention and strengths on them so you can win them over to your side. The end result? Increased sales numbers that can help reach your targets.

These things shouldn’t stop you from using a CRM tool. It can indirectly help you increase sales and profits, and at the same time, make customers happy that they stay with you. Just note that there will always be things that a CRM cannot do. Don’t allow these to deter you; instead, use it to focus on the things that you can change. Eventually, frequent use of the CRM will lead to an improved and healthier relationship with your clients, which will lead to profits in the long run.

CRM: Everything in One Place

A customer relationship management system is a great system that offers helpful features and ways to improve your business. However, if you plan to set up your own, you have to consider how easy or difficult it is to use. While it is true that a CRM’s purpose is to make your life easier, it isn’t really the case if you are having difficulty using it.

CRM systems boast of excellent features

Most CRMs offered in the market have plenty of features that you might need and want, but some of these CRMS features are so difficult to understand that you might as well not invest in them at all. A system that was intended to be fast and efficient would ironically be very counter-productive in the business. Not only does it become a struggle to use, but it would also be quite scary to even consider using due to the fear of missing some important data.

CRMS shouldn’t be like that. It should be a device that would allow you to not just simply gather information, but also be able to access them more easily. It should allow you to view a comprehensive information about your customers through simplified steps or keystrokes. It should allow you to effortlessly learn more about your customer so that you can flawlessly and effectively work with them better.

You have to be able to find where your customer came from. Did he become a customer because of a website? Was it through a radio ad or bus bench ad? Or was it merely through word of mouth? This key information, along with other relevant details about the customer is essential.

If it isn’t difficult to find this kind of information, then you’re halfway there. But how about putting all the information in in the first place?

Excellent CRMS should be able to make your life easy from the installation, input and output. Because it is created by people who understand your needs, it should be able to provide you with everything you need to get your work done – from entering emails, face-to-face meetings, to inputting and sorting data without a problem.

Data should be easy to input, store, manage and retrieve. If these tasks aren’t easy to do, you’re not going to expect anything from it. You might as well toss it aside and go manual. A good CRMS should be intuitive. If you can easily get good data out of it, then you should also be able to easily store information in it. Otherwise, you would never bother putting any information there in the first place.

Customer Relations Management System for Tax Companies

Being a professional tax accountant could be very stressful. When you are handling clients you always have to make sure that every account you are managing is updated, but you know that’s not always the case. Clients check in and update you sometimes, but most of the time they only get back to you when it is already tax season – when the demands for your time is already so high.

Managed Logix CRM can help you avoid having this kind of problems by helping you systematically manage your clients more efficiently. We have a clean, easy to understand system that allows you to do away with all the unnecessary paper works. It can help you create a better data management facility viewable not only by you, but also by everyone in the office for a faster and more efficient way of finishing tasks.

Comprehensive CRM Platform

Managed Logix CRM offers a complete and comprehensive customer relationship management system that helps you track your client accounts, inquiries and other essential information from any department. Once a person enters any necessary client information, everybody will be able to look into such information. It allows everyone to be up-to-date with their work. Through it, you are given a better overview of each client’s history with your company, giving you the full advantage of preparing for each client meeting. It provides you with the opportunity to talk to them, and encourage them to avail of your services before they ever consider it.

Vertical System for Taxation

Managed Logix CRM for tax companies is not just a way to manage important information. This system also has an integrated tax vertical system that allows you to do everything you must do in one system. You don’t need another software in the office because Managed Logix CRM can do it all for you.

Through our integrated verticals, client information is easier to view and track. You are given the opportunity to see immediately the needs of your clients. Whether they lack the necessary tax forms or have not updated in a while, you will be able to track all these types of information without wasting any of your time.

You simply look into the needs of your client, identify the tasks at hand and check on your customer to ensure that all of their wants have been satisfied. You don’t need to stress over various systems to gather comprehensive client information. With Managed Logix CRM, everything you will ever need is all in just one system leaving no chance for errors and stressful department inquiries.

Email Marketing

Managed Logix CRM knows the essence of communication. Because nowadays, emails have become one of the most successful tools in getting your messages across, Managed Logix CRM will also provide you with the best service for lead management. SMTP is a great company that was able to build a successful business through delivering mails and getting them exactly to where they need to go. For this reason, we have decided to work with them in order to give you the best email delivery service experience you will ever need for your business.

With ordinary emails, the best you can get is 78% chances of getting your emails delivered to each client. Refuse to let your email marketing campaigns and messages go to waste and work with a company that truly delivers. With SMTP, you are sure to get the highest deliverability rate in the industry through its remarkable and extensive email delivery system.

If you are stressed and troubled with how you’ll be able to manage your systems, then contact Managed Logix now. We can provide you with a complete, comprehensive and easy to understand Customer Relations Management System. With Managed Logix CRM, you will surely be able to put your company to its fullest potential.