Why Mobile CRM is Essential for Optimal Sales Performance

Today’s business faces immense challenges - staying alive and ahead in the highly volatile, interconnected world. Companies must operate with the minimum amount of inventory and working resources, reducing materials and with more effective operational policies. Companies must simplify interactions and conversations with customers, automate order booking, pricing, invoicing and improve sales lead management. These are the “new ground rules” - the standard and minimum requirements for a company to operate and thrive in a globalized, fast-changing business environment. For truly adapting to the fast-changing business environment and sustaining growth, companies must master one major task - responding to every customer’s demands.

Enter CRM, a business philosophy that aligns strategy, business culture, customer information and technology in order to manage customer interactions for the mutual benefit of customers and the enterprise, it’s a process that leverages customer data and marketing models to improve overall customer satisfaction and gives businesses the ability to perform customer segmentation and provide better customer connections. CRM is all about winning in saturated marketplaces and creating new opportunities. Companies wishing to survive in a globalized, fast-changing business environment must understand customer relationship management. It plays a crucial role in today’s marketplace and more importantly as a competitive advantage in some industries where it becomes important to use these strategies to change the perception of the brand in the marketplace. CRM solutions can help businesses get a clearer picture of what their customers really want, it is also effective in securing new business relationships through market analysis and trend research.

Today’s competitive business environment has forced companies to be more competitive, innovative and to look for better ways to maximize resources -essentially to do more with fewer resources. They’re realizing that through mobile CRM solutions, they have the potential to improve business processes and increase productivity. Customer facing teams today need to access highly accurate and reliable customer information anywhere, anytime to successfully do their jobs. Mobility has become a major issue in today’s businesses. Mobile devices such as tablets and smartphones are becoming the preferred interaction points; it’s the new trend in business. Companies are starting to see the growing potential of real-time interaction and on-the-go type capabilities of mobile CRM. We are now living in a society which expects real-time information on products, services and interactions. An 'always-connected' solution like Mobile CRM enables companies to achieve this, resulting in increased productivity, efficiency and profitability.

CRM on-the-go provides streamlined workflows, this means less paper work and data entry plus real-time access to accurate information anytime and anywhere in the world. More than just streamlining workflows and improving information access, mobile CRM solution is also about improving the customer experience through efficient follow-ups and quick responses. Customer facing teams can analyze their customers’ needs, buying patterns and even complaints on the fly, it also provide the ability to view past buying trends, determine order statuses and study collated critical published items. The availability of customer information everywhere can assist close deals faster and build rapport effectively - there will be no need to say - "Can I get back to you on that?" or "My team hasn't updated the system, I'll send you the details by EOD."

John is an engineer for an IT service company that provides comprehensive in-house technical support for a wide range of technologies. His profile is to provide home users with the technical support they need to get the most out of their computers. With work that is constantly on the move, the company needs to provide its workforce with real-time information and accurate customers’ data to maintain performance and a competitive advantage. The company also needs to speed-up approvals and invoicing to improve cash flow, they need a mobile platform capable of handling business processing, it’s a daunting task. John needs to complete the work within 8 hours of receiving a customer's call asking for technical support. With their workforce constantly on the move, his company needs to make some major adjustments, they need to make a transition of their CRM operations from an old, traditional way of working to a paperless and wireless system-they need to adapt to the fast-changing environment. The updates from the field staff should be available for the back-office staff to make follow-up calls to customers and initiate the process of approvals and payments.

The company has a very large workforce - it has an army of technicians and engineers working round the clock, responding to every customer’s call. A CRM system can automatically assign complicated Cases to experienced personnel and escalate overdue or reopened ones.

With a mobile CRM implementation, John can close a case onsite and update its status through his mobile phone, this means that all relevant staff are always in-the-loop regarding closed, open, escalated and in-progress cases. Escalated and reopened cases can be handled efficiently by specialized technicians and closed ones can be processed for payments. Customer requests can be created immediately through always-connected devices and their related activities monitored to ensure action is taken within SLAs. Also, referrals can be captured as Leads on the CRM and shared with the sales team instantly.

The mobile CRM solution can dramatically improve his company’s performance and profitability - reports and dashboards can be analyzed regularly to pinpoint bottlenecks and stay ahead of competitors. Customers' social networking activities can be tracked to study feedback for your services or to capture new cases - overlooked customer comments on Facebook or Twitter can overnight change the popularity of a product or service. Additionally, an effective CRM solution's assignments, escalations and alerts ensure the senior management has a realistic picture of their field and back office employees' performance regardless of their location.

Mobile CRM provides real-time updates and eliminates the need for customer service representatives to call their field technicians about pending cases, the technical team simply refers to their Blackberries, iPhones or Android devices for details about current and upcoming jobs. Technicians’ mobile devices synchronize in real-time with the company’s CRM system over a wireless broadband network - a technician like John has no problem, he can constantly access updated customer information and payment details. With mobile CRM, technical teams have access to centralized information needed to do their jobs effectively - a customer’s case details and approved solutions database before the team knocks on a door. The team has the customer’s schedule, contact details, address, case notes and interaction history with details of related activities. Mobile CRM solution enables accurate scheduling and coordination of the mobile force which results in efficient use of staff time for core activities. It provides streamlined invoice processing, rapid deployment and scalability too.

With the rapid growth of mobile workforces, accurate and real-time access to information is no longer a “good to have” solution, it's something that is critical in order for most companies to remain competitive. Mobile CRM also helps companies solve information inter-operability and security challenges to increase user visibility of technical information and drive innovation and productivity through more-efficient business processing.

With the rapid growth of mobile workforces, accurate and real-time access to information is no longer a “good to have” solution, it's something that is critical in order for most companies to remain competitive. Mobile CRM also helps companies solve information inter-operability and security challenges to increase user visibility of technical information and drive innovation and productivity through more-efficient business processing.

       

1 comment:

  1. It's essential for a business to use a new innovation of technology. It'll help businesses to make it more successful and convenient especially with the help of small business consulting services.

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