Customer Service in CRM: Eliminate Bad Business Processes to Reduce Work Overload

CRM solutions, CRM software, CRM for banks, Banking CRM, Financial CRM
Every company wants their customer service department to service more customers and undertake myriad tasks. But enabling them do more would require you to put in place logical and efficient business processes. Which, sadly, not many companies do.

Business processes are developed to help organizations improve their work force (especially customer facing teams) productivity. But procedural bureaucracy coupled with monotonous tasks, meetings, report writings etc has overburden customer service representatives and given 'processes' a notorious name. 


CRM solutions, CRM software, CRM for banks, Banking CRM, Financial CRM

Here's how you can eliminate bad processes.

1. Streamline queries
Multiple issues arriving through different channels and handling them will only add to lags, costs and chaos. Track how many queries you are receiving through each touch points. Keep the ones that has the most traffic. Take the help of CRM solutions to streamline queries so that no effort duplication takes place. (You'd be surprised at the number of times different teams work on the same issue without even realizing it.). You may even employ de-dupes (which runs a scan and removes duplicate ones). 

2. Automate repetitive tasks and approvals
CRM solutions, CRM software, CRM for banks, Banking CRM, Financial CRM
Your employees are humans, not hamsters. CSR (Customer Service Reps) often have to deal with repetitive tasks which are monotonous and frankly boring. Such processes (which may be vital) can be automated. For example, for updating addresses, changing names etc. , users can design work flows that automates and executes such tasks, thus leaving executives with time to improve solutions and update themselves. Automating approvals based on roles and processes negates human biases, shortens process cycles and increases efficiency. 

3. Automate report generation
CRM solutions, CRM software, CRM for banks, Banking CRM, Financial CRM
A good report is one that is generated easily and is comprehensible. CRM solutions have a pre-defined reports that executives just have to click once to run. It should also take care formatting with in-built multiple views. These reports should be meshed with analytics so that reps can present detailed insights to the management.

4. Help the customers serve themselves
Develop a comprehensive solution bases pertaining to major issues that are of recurring nature. Include the link to relevant mail templates ( can be the acknowledgement ones) which you send through your CRM solution. For example, include this line at the end of initial email communication; "Have you checked out our comprehensive answers page yet? You may find your solution there."

This will help customers feel empowered and significantly increase your first time resolution rates while at the same time, decrease issue tickets.

5. Conduct smarter meetings
CRM solutions, CRM software, CRM for banks, Banking CRM, Financial CRM

Redundant meetings are good for only one thing - Sleeping with eyes open. Ditch them and enable smarter meetings with the help of cogent meetings through CRM solutions. It helps you to take notes, assign actionable tasks to attendees and wait for it...follow up on the assigned task status with deadlines. Not only that, you can even record the meetings live.

Eliminating bad processes can reduce your costs by as much as 30%. Replace them with the above suggestions and make your workforce happy, who in turn, will delight your customers. 

2 comments:



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