If this is your first time considering a CRM system, you most likely have a specific reason in doing so.
The most common reasons are usually to do with gathering all contacts, communication and documents into one spot or linking up with your existing accounts package. While these are generally great reasons as to why you would deploy a CRM system in your business, they are also geared more towards accessing information for reference purposes. The CRM is not actually working for you. And the last thing you want is to just buy a new phone book.
Taking on a CRM is much more than putting a database in place. It’s a chance for you to define your business processes. On top of that, user adoption is critical for your company in order to achieve the highest possible return on investment.
Systems such as Sage CRM contain out of the box workflows and escalations which can help define internal business processes where there are none.
They are also highly customisable and easily conform to the way your business operates.
For example, here are some of the key areas Sage CRM can help your business by using these workflows:
- Prompting automated emails to either users or clients at key moments, such as contract renewals, cross-selling or upselling opportunities
- Escalating any customer service issues recorded by either you on Sage CRM or your client using a Self Service customer option on your own website
- Identification and notification of key project stages within your own business or your client’s projects
- Update your sales people based on key information collected by your service staff on site
The application of Sage CRM means that your company is not just holding static information anymore.
In other words, you are not simply investing in a contact management system - you are investing in a Customer Relationship Management system which actively feeds your staff members, meaning that they will be more eager to use the system you have provided for them.
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