Delivering on the promise of CRM

The CRM industry has historically been focused on managing customer data. But how can we better use these systems to focus on our clients in an effort to generate more profit and growth? We must further leverage the technology to manage our customer/ business processes.  Doing so will allow you to deliver a consistent and reliable experience to your clients.  This client experience often is the only real way to differentiate yourself in a very competitive market. 

There is a growing movement in the CRM industry focused on the concept of Business Process Management. 

The Wikipedia definition of a Business Process reads like this:

A business process is a collection of related, structured activities that produce a service or product that meet the needs of a client. These processes are critical to any organization as they generate revenue and often represent a significant proportion of costs.

Big Contacts has addressed this need and delivers two easy-to-use process management functions.

1)  Sales Force Automation (SFA) - The "Autopilot" module of our system can literally put most of the activities in your sales cycle on autopilot.  With the click of a few buttons you can quickly and easily define multiple tasks that will automatically trigger as a prospect or client moves through each stage your sales pipeline.  You may want to generate an email to thank someone for a meeting. Maybe you want your assistant to send a personalized letter and you want to ensure that you are reminded to make a follow up call a few days later.  You can create automated functions that will be performed without fail and stored within the contacts record to ensure a complete history of activity.  All of this is managed from a single dashboard within the system.

2)  Client Relationship Management (CRM) -  Within every business there is certain set of tasks that must be carried out on an on-going basis to ensure that your business operates smoothly and that you have satisfied clients.  The challenge is to effectively manage all of these tasks and to monitor them to ensure they get done correctly and in a timely fashion.  Our system allows you to easily create a library of all the tasks that are performed within your company.  Most tasks involve multiple steps and often times can involve multiple people within your organization.  You simply create a task, designate all the steps involved within the task, and assign each step to the correct person within your organization.  It doesn't matter whether each step within the task needs to worked on at the same time by multiple people of whether each step must be completed by a person and then handed off to the person responsible for the next step within that task, the system will reliably coordinate and hand off tasks as you have designed them to work.

Finally, you can establish service standards by defining the time each task and each step within that task should take to complete.  The reporting capabilities within our system allow you to monitor all activity and determine where things may be breaking down and where the service standards within your company are not being met.

For more information on how these very powerful modules can work for you in your business, you can visit us at Big Contacts and click on "view a fully populated demo" on the home page or feel free to call us at 1-888-286-6578 Ext. 701