Using CRM to improve Customer Service

Through the last few decades, there has been an increase in the number of organizations that are depending on software to conduct many of their important business operations. There is now a more essential approach to be able to optimize processes further. This approach allows for the business to maximize their data usage and reduce bandwidth by integrating software.
Telephony and CRM Software
It is no surprise that two of the top marketing and sales tools these days are CRM software Perth and telephony are being integrated. Think about the following phone and CRM scenarios:
No Integration
With this particular type of system, you would enter someone’s phone number and name into the CRM Software. You would have to pick up the phone and dial the person’s phone number in order to call him or her. The conversation will be logged in the system. You can record the conversation using a recording device or software.
Partial Integration System
When you have a phone system that is partially integrated with the CRM tool, you would make a call using the CRM platform and just clicking on the person’s number. Any phone calls that are made with this system would be logged automatically.
Full Integration System
With this kind of integration, all of the outgoing and incoming calls would go through the CRM Software. The system checks for the phone number within the database once the phone rings. When it detects a new number, you will be asked if you would like to create a new lead. If it is a phone number that is in the system, the call will be routed to a staff member who will speak with the individual in real time after checking data about the person’s recent interactions with the business. Any phone calls received or made with this system are recorded for several reasons.
What options do you have?
There are numerous options that allow you to integrate your CRM and phone system. It is crucial to determine what would be the best option for management purposes. One choice is TalkDesk, which does not require setup and lets you use your existing software for CRM. Some ready-made integrations include RingDNA and RingCentral. Enjoy the benefits that you can reap by integrating your CRM software to improve your customer service. These include process efficiency, accelerated business growth, and greater employee productivity. Make your company’s relationship with its customers even better with these options for your CRM software and telephony integration. For more details Please Visit: http://crmperth.com.au/ and do a mail enquiry@CRMperth.com.au You can call on the no.: (08) 9325 4505.

Improved Customer Service functionality of CRM through Microsoft Acquisitions

One of our favourite aspects of working closely with a Microsoft software is all the improvements that come from it being from Microsoft. As every time Microsoft acquires a relevant software, the Dynamics CRM software Perth is able to improve. The recent acquisitions of NetBreeze and Parature is therefore very exciting!

Giving customers excellent service is the goal of every company, as it is for us at CRM Perth. It is important to know how your customers feel and if they have any problems. With social media such as Twitter and Facebook being so accessible and so popular, it may happen that the first recourse customers take to air their disappointment will be on the social media rather than calling you, so that negative comments about your company are available worldwide before you are even aware there is a problem.
We at CRM Perth know that the best way for you to manage this situation is to know what is being said about you on the social media and to give your customer service representatives the tools to resolve them through Dynamics CRM.
Allowing CRM Perth to build Microsoft Dynamics CRM system into your business software will enable you to do just that. The spring 2014 releases of Dynamics CRM contain some powerful new facilities that will greatly assist with your customer relations management and that CRM Perth will help you with.
One such tool is Social Listening, a feature of Dynamics CRM that was made available through Microsoft’s acquisition of Netbreeze. This enables you to know what a customer is posting about you on the social media and what discussion it generates. Consequently, we at CRM Perth can confirm that it may be possible to have full information about the problem from Dynamics CRM when the customer calls your 800 customer service line. The next thing to ensure is that your customer representative has that information easily to hand when the call comes.
Another part of the Dynamics CRM Spring 2014 release that CRM Perth considers will be a major benefit to you in handling the customer is the Unified Service Desk option that follows from Microsoft’s purchase of Parature. This feature of Dynamics CRM, which CRM Perth will be happy to demonstrate, brings together on one console all the customer information you need to know, including the customer’s sales and marketing history and billing data from your database, and social media comments. This package of information, all easily accessible to the customer representative, puts your company in a much stronger position to understand the customer’s problem and to resolve it quickly.
The advice from CRM Perth is to keep track of the time taken to resolve issues, an important aspect of customer relationship. Fortunately, yet another feature of the Dynamics CRM spring 2014 release is the incorporation of timers that will tell your representatives the time that has elapsed since the issue was logged and help them to resolve the issue expediently.
There are even more enhancements that are included in the latest version of Dynamics CRM from CRM Perth such as the ability to merge duplicate cases, to add consequential cases and to analyze customer entitlements.
We at CRM Perth will be happy to help you benefit from all of these wonderful advances from Dynamics CRM. If you would like to learn more about how to maximise your customer service capacities through the most cutting edge Customer Relationship Management system. For more details Please Visit: http://crmperth.com.au/ and do a mail enquiry@CRMperth.com.au You can call on the no.: (08) 9325 4505.