By Dick Wooden on May 23, 2017 at 11:02 AM
Leverage Customer Relationship Management to enhance customer service and build loyalty
Your CRM system has the core components of company accounts, contacts and communications of your staff with your customers. Why not leverage your CRM information to enhance customer service and more up to being known for customer care excellence?
Every interaction with a customer has with your organization is an opportunity to build loyalty- or a chance to lose it.
Points to consider and gaining business success with CRM:
Acquiring new customers can cost 5 times more than satisfying and retaining current customers
A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
The average company loses 10% of its customers each year
A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry
The customer profitability rate tends to increase over the life of a retained customer
Even small improvements in daily contact with customers and employees can result in a significant increase in loyalty – a leading indicator of future growth and revenue
Resolve customer questions, issues and requests quickly for a high-quality customer experience, capitalize on new selling opportunities, and provide convenient self-service solutions to customers with the easy-to-use functionality.
Leverage CRM and BPM - business process management
Bpm'online service is a cloud application with out-of-the-box processes for full-cycle service management based on industry best practices. You can manage customer requests and automate service operations by following pre-defined processes for customer care excellence. This is a perfect fit for companies looking to automate help desk and call center operations.
Manage omnichannel communications
Personalize communications with your clients using bpm'online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.
Manage your daily tasks more efficiently using agent workplace
Unified Service Catalog and Knowledge database
Create a unified database of services to facilitate the work of your service agents. An up-to-date and complete service catalog will help you regulate service processes and offer clients services relevant to them. Access the knowledge base of problems and solutions for quicker resolutions
Choose the bpm'online customer service edition to automate your service processes.....
Stay on top of what is happening with case management metrics
Helpful and Engaging interface that users love
Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.
What are you waiting for to make your business work smarter and create customer care excellence?
The bpm'online System designer allows you to customize the CRM system to fit the unique business process needs and requirements. Easily rearrange, add and remove lookups, data fields, and entire pages for different user roles to personalize the application. The application provides wizards and designers to make it work the best way for your business for purpose-built CRM.
Access, edit and add to out-of-box customer service processes
Process flow chart for Incident management
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