What is CRM add-on solution?
Extension modules expand options for working with the system for managing relationships with customers, partners and suppliers (Customer Relationship Management). Add-on solutions and additional applications for Microsoft Dynamics CRM are tested by our customers and are usually fast to deploy. Their use thus increases the return on operation of the whole system.
CRM fills data from registers on your behalf
Automation of filling data into CRM often uses public registers. It is always important to have accurate information about registered companies and their statutory representatives. This can be very well served by ARES connector that carries out laborious search for identification and contact details on your behalf. ARES (Administrative Register of Economic Subjects) is an information system that enables searching for economic entities registered in the Czech Republic. It provides access to information from individual government registers and extracts data (so called source registers). After entering an ID, the data in the system is available on a single click.
Tools for satisfaction rating and surveys
Questionnaires for marketing surveys and customer satisfaction rating are both part of CRM. They help obtain information from customers such as their level of satisfaction with service provided, evaluation of employees’ attitude, what other products are of their interest and whether they would recommend the company. The module allows to formulate questions into predefined templates, select types of answers and, of course, send e-mail campaigns with questionnaires via the CRM. This is followed by automatic deposition of individual responses to questions directly into CRM. This makes it possible to obtain further detail, for example, on dissatisfied customers by clicking through to display their company profile. Subsequently, this allows your company to better focus on retention strategies for such customers.
One of the core parameters of the service is indeed customer satisfaction. Its systematic monitoring allows for a higher quality of customer service. An example is a company engaging in regular service inspection and maintenance of their machinery product that used to have issues with their service technicians. The CEO had often heard complaints about the technicians not greeting their customers. As a consequence, he introduced an automatic evaluation of service performance. Following a visit from the service technicians, a customer could briefly evaluate their service via a link to a website send by email. Soon after, the quality of service has significantly improved.
How to manage product portfolio?
Advanced management of product portfolio is another add-on CRM application which is used by the customer to decide about allocation of various products into a portfolio. The user is an employee who attends exhibitions around the world, or a specialist who takes pictures of individual novelties. These are instantly seen by product managers in a company who can calculate expected costs, margins and profits and subsequently, in a real time, decide whether to make contact with the manufacturer. Teamwork embedded in the CRM system is extremely effective.
Obtaining feedback from customers and product portfolio are usually intertwined. Customer feedback form simple marketing surveys conducted through CRM helps commercial director to make effective decisions about products demanded by customers at retail branches. Providing information about which products are out of stock has demonstrably led to an increase in sales.
How to improve quality of customer care?
Efficient work with customer comments and complaints enables identification of issues in the field of quality management. Recording number of complaints about specific goods helps to identify problematic products. These can be then appropriately addressed – by innovating, tightening of quality control, changing manufacturing processes, or selecting suitable materials.
Do you receive a large number of complaints from customers? CRM makes it possible to record returns process of individual items separately – thus giving the customer service department a clear overview at any given moment of what has been settled, what goods have not been returned as part or returns process, or which employee’s work has been delayed. CRM system also allows to monitor deadlines and priorities. Customers are thus assured that their request will be dealt with.
How to build knowledge base for customer service?
Yammer is an enterprise social network for sharing best practice and using it both within and outside of the CRM. Support your employees or business partners by sharing tips, tricks and advice for selling to end customers. With its own social network, which is also part of the CRM system, it is guaranteed that information reaches everyone who needs it. The use of enterprise social network can also be extended to suppliers or customers, representing an informal environment where they can ask questions, provide comments and receive responses.