Amid the background of the rapid growth of competition in most sectors in Dubai and globally, more and more companies are thinking about the introduction or improvement of a Customer Relationship Management system (CRM system). Today, such a system may be the most effective tool for optimizing expenses of after-sales service and expandingyour customer base.
In this article we will addressthe additional business opportunities provided by aCRM system, and also consider the methodology and the basis of an effective system of interaction with the client. Here are some tools to increase your competitive advantages and help you interact effectively with customers in Dubai and globally.
Illustrative examples will help you find the answer to a number of issues, including:
- How to use time efficiently when engaging in email correspondence with the client;
- How to save time in preparing essential documentation;
- How to improve the system of interaction with the customer and optimize various business processes;
- How to establish effective communication with the customer at the lowest costs.
Improvement of the customer service level as a major competitive advantage
The ability to solve difficulties in interactions with customers in a timely manner is one of the main indicators of a high level of customer service. An efficient CRM system allows you to not only hasten the process of troubleshooting, but also provides a clear vision of how to handle unexpected situations. Below are the recommendations of experts that will provide your business with a significant advantage over your competitors.
Efficiency and quality level of customer service in Dubai
Time-saving and prompt customer service - Current practice shows that the preparation and sending of mail requires at least 3 minutes per letter or more. However, if the CRM system works efficiently and is automated at certain stages of interaction with the customer, this process can be reduced to 1.5 minutes. If you add up the total time spent on email correspondence with clients, this approach can save anywhere from 2.5 to 3 hours daily.
Creating and using a knowledge base - A quality system of interaction with the client is characterized by the presence of specialized knowledge, based on frequently asked questions. For example, if the answer to one question will take about 4-5 minutes, and the same issue is received more than 50 times per day, you have to spend more than 3 hours a day on the responses. Conversely, if a company uses a knowledge base where there are ready answers and solutions to frequently asked questions, this will significantly reduce time costs for work with each client. By reducing the time of interaction with the client to 1.5 minutes, you save 2hours a day.
Prompt response based on the systematization of information - Specialized customer cards used in modern CRM systems of interaction with the client allow prompt replies. By choosing the appropriate card, the employee can see the entire history of interaction with the client, which meansno time is wasted searching for the correct messages. For example, if an employee spends about 5 minutes searchingfor the necessary correspondence on each client, when using special cards, 5 minutes will be enough to work with 10 clients. As a result, employees can save about 40 minutes.
Effective feedback with a customer - Modern systems of interaction with the client work in offline mode and independently notify the employee of an incoming email or message from the customer. After receiving a notification, the manager can react quickly.
Document management automation of the company - Operative work with the relevant documentation can significantly speed up the work with a client. For such purposes, readymade templates are used as well as automation of separate stages of documentary registration. The digitization, preparation and sending of documents takes about 10 hours per month. However, the use of special CRM tools for interacting with clients, including automated ones, reduces time spent by half. As a result, you speed up the process of interaction with the client and save time for your staff.
Each client’s request deserves your attention– The requests and messages of clients should not go unnoticed. When a company has hundreds of thousands of customers, it is easy to overlook the wishes and claims of some of them, butthe use of a modern customer relationship management system completely excludes this possibility.
Since the CRM system has a built-in calendar, the employee receives a reminder (by e-mail or SMS) on the desired date. It should be noted that modern CRM systems enable staff to save time and devote it to providing more attentive customerservice.
Systematic analysis of data - Sales and customer interaction reports help to save about 100 hours per year. As for the monthly time savings, the use of sales charts and graphs recorded in the automated CRM system will provide up to 8 hours of saved time for each employee.
Saving time on collective events - The tools of modern systems of client interaction save more than 65 hours of work each year. For example, if a meeting or operative planning session requires about 20 minutes, and the weekly reports preparation takes about 1.5 hours, in total it is about 130 hours per year. If the management uses the CRM system, however, areport does not take more than 5 minutes to create, and no more than 10 minutes is required for an operational meeting. As a result, the net savings of time resources is almost 67 hours per year.
How to serve customers better than the competition
In order to achieve high performance and level in service, it is necessary to pay close attention to solving emerging problems. If you decide to use customer service as a competitive advantage, progressive CRM systems will help you. As the new generation of CRM systems has built-in IP-telephony, all problems can be solved in a single phone call. Consider how this works in practice:
Respect the client - If the CRM system is integrated with modern phone communication (IP-telephony), itallows you to avoid lengthy conversations with the client. You can immediately identify who is calling you and on what subject. Remember,permanent redirecting customers to other employees may become a cause of mistrust and resentment towards your company. If you consistentlyforward the client from one employee to another, he certainly will go to your competitors.
Using smart redirecting systems - If you have a modern CRM system integrated with IP-telephony, the telephone line will always be free, and the customer will not have to constantly call back and stayon hold, waiting to be connected with a manager.
Availability of relevant information for a timely response - Some interaction with the client management system hasspecial functionality. In particular, there is a call recording system and specialized cards which reflect the entire history of communicating with the client. Thus, when the customer requests something, the employee can see the most pertinent information and the entire history of interaction with the client, whichallows him to solve the question with minimal time spent. Moreover, a CRM system allows you to organize the efficient cooperation of all staff, and, accordingly, significantly increase the swiftness of resolving problematic situations.
Ability to work in "offline" mode - Advanced CRM systems allow you to continue to work even if there is no Internet connection. All the data is saved in a local version of the system and made available to every employee upon connection to the network.
Thus, even if the Internet connection is not available, employees can continue to interact with the customer without detriment to the quality of service.
CRM systems for optimizing cash expenses
Current models of CRM systems should be used as the main tool to optimize both time and cash expenses of after-sales customer service. In particular, there are several basic features that reduce such service costs:
Automated telephony - Advanced CRM systems have built-in automated telephone exchanges, which saves on the after-sales customer service without detriment to the quality of service.
Absence of costs for long-distancecalls - Some management systems enable users to communicate regardless of location or nationality. Management can conduct meetings, video conferences or business meetings for free, using the CRM system.
Optimization of support expenditures on network resources - Modern functional solutions of CRM systems include special modules to manage the corporate site of your company. You no longer have to involve outside experts and pay for their work. The intuitive interface allows full or partial administration of the site; accordingly, you can always update your information and easily cope with the managing of company issues and reporting.
In this article we have only revealed a small part of all the features and benefits that multi-functional CRM systems provide for a business in Dubai. The use of such management systems has already proven its practicality, and during times of crisis these systems have become the best tool for protecting and optimizing business expenses and better level of service for the customer base.