SugarCRM, customerrelationship management (CRM) platform, is a well-known leader in open
source CRM and is used to manage leads, sales opportunities and build stronger
customer relationships which results in higher conversion rates in sales. In
any sales organization – Insides sales, Field sales and Account management teams
are the biggest users of CRM. Customer service (support team) is another team
which uses CRM application extensively.
Sales teams use CRM to build new account relationship - by
maintaining customer information, creating targeted campaigns, identifying leads
generated from campaign, different stages in opportunities, different interactions with customer etc- all
this helps in finding existing and future needs of the customer. CRM can be used by sales team to
forecast revenues and predict customer expectations as well as buying behavior.
Customer service representatives (CSRs) use CRM extensively
to capture the call details, resolution of issues and improve the customer
satisfaction. All the calls(phone or
email) and interactions with the customer can be recorded inCRM. Looking at
past, interactions are in most cases useful in resolving customer’s current
issue. CRM can be used as a ticketing system where issue raised by client
becomes a ticket which gets assigned to a service rep. CRM workflows can assign ticket intelligently to the service rep
based on skill set and availability. A CRM is useful to CSRs as they can not
only see historical interactions with the customer but can also find out which
service rep worked with the customer previously and how issues were resolved.
CSRs and Sales reps CRM can help in up-sell and cross-sell of the product
offerings.
SugarCRM should
be set up in such a way that it is utilized for day-to-day operations. This will
be possible if customer eccentric data from different functions like billing,
transportation, distribution is gathered and displayed in CRM. It will make CRM
much more effective and also enable companies to utilize the full extent of
CRM. The information collected from other
systems is invaluable to both sale steams and service representatives. This data
can assist sales team from moving leads through the sales process - building proposals,facilitate
order booking and improve collections. This can also help in developing targeted
campaigns and getting detailed picture of your customers.
One of the prominent integration points with SugarCRM is any
billing software. Billing system has
details about the invoices, receipts and customer returns. This assists sales
teams to ensure they are meeting their targets in terms of collections. CSRs use
this information to attend to customer queries. Having the billing system
details in CRMwill provide a single integrated view for CSRs and Sales reps for
e.g.CRM can get key invoice information e.g. invoice amount, last
invoice,invoice status, discounts offered on the last order from billing systems
and sales reps can use this information to complete their sale.
SugarCRM and Billing systems can be integrated in a way that
sales report service rep may not have to log in to two different applications
to get the details. We can also ensure that the data in both SugarCRM and Billing
is in sync at all times and users of both applications
will see the current information.
Integration's like this can enhance CRM tools
functionality exponentially and make sales and service teams operate
efficiently.
Sugar CRM to Constant Contact Integration makes syncing data between these clouds a piece of cake. This one directional SugarTCC Connector.
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