How can a CRM system benefit my business?
CRM stands for Customer Relationship Management. It’s a technology used to manage interactions with customers and potential customers. A CRM system helps organisations build customer relationships and streamline processes so they can increase sales, improve customer service, and increase profitability.
When people talk about CRM, they might mean any of three things:
CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.
CRM as a Strategy: This is a business philosophy about how relationships with customers and potential customers should be managed
CRM as a Process: Think of this as a the system a business adopts to nurture and manage those relationships.
How is CRM relevant within Pest Control?
In many ways, CRM is the start of everything we do in terms of the interactions we have with our customers and potential customers. Imagine the scenario where lots of enquiries are coming into the office. Your office staff will be doing their best to ensure all the relevant information is gained from the potential customer and a promise is given over the phone to say that a surveyor will be in touch with them shortly to book an appointment and come in and see them. How are you managing this interaction in your office today? Perhaps the important information is jotted down in a notebook and a call is made to the surveyor or the details are put on an email.
Maybe you have a shared spreadsheet that is kept on the server in the office which is supposed to be updated with all new sales opportunities. Be honest now – does this process really work for you? Do you feel confident that all enquiries are followed-up and that no decent opportunities for new business have slipped through the net because no-one got back to the potential customer in time? Maybe as the manager responsible for sales, you’re not sure what the surveyors are quoting or a problem has arisen which you could have helped sort out if only you knew what was going on out there.
This is where a CRM system comes in. It will give you:
- a method of managing your customers
- complete 360 degree client view
- helps you to find client and site information quickly
- enables you to view all touch points of communication and history
- tracks sales team members’ scheduling and gives activity reminders
- tracks sales productivity ensuring sales opportunities don’t fall through the cracks
- monitors and tracks individual and team performance
- creates branded quotes in PDF format which can be automatically emailed to customers
- allows you to create a quote on your mobile and for the customer to sign on the mobile straightaway, emailing them a Service Agreement
- reduces duplication of work
What does CRM software do?
CRM software improves customer relationship management by creating a 360° view of the customer, capturing their interactions with the business, and by surfacing the information needed to have better conversations with customers.
The CRM system organizes this information to give you a complete record of individuals and companies, so you can better understand your relationship over time.
At its simplest level, CRM software records customer contact information such as email, telephone, website, social media profiles, and more. When it is connected to an end-to-end system that is designed specifically for the pest control industry, it becomes very useful indeed!
ServiceTracker Pest Management Systems
ServiceTracker is built on the Salesforce platform so it has all this world class CRM functionality we discuss above already built in. In a nutshell, you get the world’s most powerful CRM in addition to an end-to-end system designed by pest controllers for pest controllers
In future weeks, we will be giving you more information about how ServiceTracker can help manage and grow your business more efficiently.
If in the meantime you would like any further information, please
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