An increasing number of businesses are making use of the ever-advancing options of CRM platforms to create a more customer-friendly relationship with their clients and offering a more customer-centric experience.

In order to create this service, you need to understand your customers preferences and the context in which they interact in your business – CRM platforms store all historical data in one place allowing easy access to manage customer relationships and create a singular view of your customer that all staff and departments of your business share, creating a ‘united front’ in the service you offer that individual customer. Here is some information on, and benefits of, CRM for you to consider:

What is CRM?

CRM, or Customer Relationship Management, is a system for managing all your company’s interactions with existing and potential customers that will help build and improve relationships to grow your business. CRM platforms and tools foster collaboration and accesses all your customer data from multiple sources and uses AI to improve efficiency, accuracy, and boost productivity all on one platform! CRM assists your business in accurately targeting different audiences and designs smart automations based on individual leads or customer activity and works proactively with contacts to effectively manage relationships. CRM enables every department of your business to deliver personalised, consistent, interactions in the best interest of each individual customer.

The main benefits of CRM integration include:

• Better Customer Experience – Automation is one of the biggest advantages of CRM – and for customer service, automation removes the necessity of lengthy, and often clumsy, manual processes like collating background information and such. The introduction of automation, and AI, chatbots are releasing service agents by dealing within the more straightforward queries and questions for customers and ensuring the more complex issues are efficiently and quickly redirected to the relevant team. Overall, it leads to a much quicker and accurate solution for your customer enquiry enhancing their customer experience with your business.
• Better Communication – CRM serves as a record of all communications, conversations, interactions, and contact information that is made accessible to every relevant employee – a great advantage in building customer-centric experiences! Some CRM platforms allow access to collaboration tools that allow multiple people to access and work on one file simultaneously which provides faster response times to customer requests. So, all parties with access to your CRM can work collectively through these shared records which will record every interaction with the customer to which the record refers, which can then be seen throughout your organisation. This ensures that, whichever staff member is accessing the record, they are always working with the latest up-to-date information pertaining to that customer.
• Accurate Analytics – CRM systems organise and analyse all you customer data and then compares it to any historical information to provide data dashboards that illustrate features, trends, insights, and recommendations. This allows you to establish customised dashboards for every individual customer to identify the data that is most important to their workflows. The enhanced data accuracy ensured through an integrated CRM system’s analytics can show you exactly what gets selected, or clicked, in marketing mail, how often they contact your sales or support teams, why they contact customer service and provides actionable data allowing you to communicate with your customers more effectively.
• Increased Productivity – CRM integration helps establish a more organised sales team – a centralised, single source of information, from initial contact all the way through conversion, is easily collated, stored, and accessed. This allows sales teams to better understand their customer base, easily track interactions and effectively manage customer data. You can easily add customer contact information and proposed next steps into a central area where everyone can swiftly identify and prioritise leads most likely to result in additional sales or business.
• Increased Sales – It stands to reason that improved and increased productivity, especially when accurately identified and targeted, leads to increased sales – the mainstay of any business! CRM integration ensures that sales opportunities never get missed or lost when translating between your different systems and the more accurate personalised marketing information the CRM ensures contribute to increased sales and revenue.
• Cost – Whether you are a small or large business, it is easy to get started with an integrated CRM system – and the costs do not need to prove prohibitive, especially when you consider the many ways that Customer Relationship Management can enhance and improve your overall business model and performance.
  

  Choose Optimus for your CRM needs

  CRM integration plays a crucial role in optimising customer relationships. By connecting your CRM system with other business tools, you can streamline processes, ensure accurate data, and provide a better overall experience for your customers. As businesses continue to embrace digital transformation, CRM integration is set to become even more essential for staying competitive.

  If you’re interested in learning more about how CRM integration can benefit your business, feel free to reach out to us at Optimus. We look forward to helping you lead the future of management information. Fill in our contact form or give us a call on 01483 740233.