3 Reasons Why Your CRM and Communications Platform Must Work Together

3 Reasons Why Your CRM and Communications Platforms Must Work Together
As businesses grow, their list of customers grows with them. What started out as a short list of neighborhood friends may now be a large database of clients spanning several states – all with different backgrounds, personalities, and preferences.

Managing such a database is a complex task, made much more difficult by the increasing need to make businesses more customer-centric. Customer Relationship Management (CRM) platforms were thus created in order to record collected data about people’s backgrounds, personalities, buying habits, and preferences, as a means of understanding the customer.

Businesses should remember, however, that a CRM platform is not an end in itself. Collecting information for the sake of information is not very useful if it is not integrated with other aspects of a business. In other words, the knowledge gained from a CRM platform can only go so far as it is applied.

Examples of how CRM platforms are put into good use include its integration with the product design and marketing. Through CRM, products can be molded to give customers what they want, and advertising campaigns can be created to speak directly to a company’s target market.

Few companies, however, realize that their CRM platform can also be integrated with their communications platform, which is where company representatives regularly interact with customers through customer service. Regular interaction with a customer without the information provided by a CRM can spell disaster. In fact, 6 out of 10 customers feel that when they call a company’s help desk, their needs are not resolved.

In this light, we provide you with the top 3 reasons why your CRM and communications platforms must work together in order to improve your business:

1. You will generate sales more efficiently.

With a functioning CRM platform, your sales agents will be fully equipped with all the information they need to meet their sales targets. Knowing key information such as the customer’s job, income, product preferences, and spending habits will make the sales pitch much more likely to succeed.

In addition, a CRM platform benefits follow-up calls as well. Studies show that 8 out of 10 sales calls require as much as 5 follow-ups to close the deal. However, around half of sales agents fail to make the necessary follow-ups, primarily due to giving up too early or forgetting about the call altogether. What the CRM platform brings to the table is more information. With it, agents will be able to much more easily track which customers have been contacted so that they never miss a follow-up. Agents will also be able to check on the results of the initial calls and plan the next calls accordingly, taking into consideration the background information of the clients.

Apart from the improved information, a CRM platform also allows sales agents to utilize its vast automated resources. Research shows that a sales agent will have to make 8 dials per hour just to set a single appointment. With such a limited set of hours in a day, this can be a source of inefficiency. As such, the automation brought by a CRM platform to increase appointments per hour will be a welcome addition to any sales agent.

2. Your customer service will be better.

When customers call your customer service hotline due to problems with your products, they expect to receive quick and effective service. A communications platform that is disjoint from the wealth of information of a CRM platform cannot be expected, however, to deliver this type of service.

Research shows that 2 out of 5 customers expect that a customer service representative should know their history of product issues, and that 4 out of 5 customers become extremely dissatisfied when their representatives do not have access to their account information.

With an integrated system, representatives are given much more information about the customer, such as the history of product issues experienced and the solutions that worked in the past, in order to serve the customer better. Having more information on-hand about the customer also makes things much easier. For example, when parts are needed to be delivered, the representative can just confirm if the address on record is correct instead of constantly having to ask about it. As a result, customer service will be quicker and more effective, for the benefit of all parties.

3. You will save on costs.

Communications platforms are cost centers for most companies, so a decrease in expenses is always welcome as long as it does not hamper the quality of service it provides.

Research shows that 20% of customers experience being rerouted from one representative to another without any resolution to their problem. Apart from the customer dissatisfaction this brings, this constant rerouting also clogs communication channels and takes up the time of other representatives. As a result, the cost of addressing one customer’s issue spans not just one representative, but a whole set of representatives through their countless rerouting.

The root of this problem is the lack of access to information to help the customer as most information is not centralized. But with a CRM platform, any information collected by a customer service representative is recorded in the system and shared to all other representatives. What this means is that other representatives can address the concerns of any customer just by looking at their history through the CRM, saving time and resources for all.

In addition, a CRM platform’s vast automated resources allow a company to offer advanced interactive voice response (IVR) solutions. These systems allow customers to access information about their accounts such as billing and order status without the need for an agent’s assistance. With more than half of customers preferring this option rather than calling a representative, cost savings in the long run are very possible.

Integrating your CRM and communications platforms may be difficult at first, but if properly managed and applied, the benefits you reap in the long run can more than make up for it, and help your business achieve success.

Student Benefit Center CRM for Mortgage Companies

Because mortgage companies have complex needs, we must first understand how these kinds of companies work. Aside from perpetually contacting existing and new prospects, mortgage companies also need to contact and follow through with both existing and previous clients who may need their service of obtaining a new loan. Some companies may have already established good ways of maintaining and implementing this type of contact but the most efficient approach would be to offer a great customer relationship management package.

Managed Logix not only offers you excellent customer relationship management. We also offer high-quality software that saves you time, money and effort by helping you deal with all of your clients in just a heartbeat. Providing you with state-of-the-art CRM is not just the best thing in our package, our system is endowed with an integrated vertical system that manages everything from beginning to the end. With this kind of system, we offer you fast, simple and accurate results that will improve your customer management at all times.

A powerful CRM system
Managed Logix has everything to provide you and your customers overall satisfaction. We offer you a complete customer relationship management system that allows you to track prospective clients across every department in your company and even across different locations. Anybody under your team can look into the data about the client and everybody else who has access to it will be able to use that information. Now, your client does not have to repeat information that needs to be provided to each and everyone in your team since anybody has an access to it anytime, anywhere.

Completely integrated verticals
Next we have the integrated mortgage system. Managed Logix makes it easy for you to manage and track calls and results just by simply typing it in your system. You don’t have to provide multiple files for everybody. Managed Logix gets the work done for you.

Our integrated verticals do not only help you track a client but also get a snapshot of where that client’s account stands. Aside from tracking current status, you can also track previous and follow-up transactions that have been done, what’s still left for you to do, records that have to be escalated and everything else that you want set and done.

There is always an automatic follow-up and it can easily be done without having to check one system to the next which definitely saves time and effort, and at the same time, cuts down possible errors into your data. Keeping your data error-free will enhance its integrity that is important in keeping customers very satisfied.

Drip email campaigns
Emails are businessmen’s best friend. They check and update it most of the time to keep up with people they are dealing with on a daily basis. A great email drip campaign is a vital part of your mortgage business.

With this, Managed Logix has partnered with SMTP to give you high-quality delivery service available for your email campaigns and give you with the best possible results. SMTP has proven to be a topnotch company with more than a decade of practice in transporting emails and making sure they are delivered where they need to go. They have set the standard that all other email delivery services follow. They have an unmatched record in the industry based on these facts:

SMTP has more deliveries than any other service around. According to statistics, even when clients have requested information, 22% of these business emails never make it to the client. SMTP has the highest deliverability rate in the industry and they will not let your drip campaigns go into waste. A lot of your money will be wasted and your time will not be restored if your emails get dumped into the SPAM folder. Make sure your message is delivered to where it should be and work with a partner that delivers the best service.

Contact Managed Logix now and experience the world of high-quality and competitive CRM and overall integrated verticals. Avoid errors which will cost you money and will smear your company’s reputation and reliability. Managed Logix will handle it all for you because you only deserve the very best!