How is data involved in smart customer service?
When personalization plays such a crucial role in purchasing decisions, data becomes more than important. Studies reveal that a staggering 80% of customers are more likely to buy a product when it is tailored to their needs. When it comes to personalization, all you need is access to the right kind of data. Here comes the role of Customer Relationship Management (CRM) software.
CRM Software diligently tracks and analyzes customer interactions across their entire journey with your company. CRM systems empower businesses to enhance their marketing, sales, and customer service efforts. By leveraging customer data, companies can create unique and individualized experiences for each customer. Today, the indispensability of CRM is evident, as a remarkable 91% of businesses with 11 or more employees have embraced this technology. If you find yourself still contemplating the advantages that a CRM can bring, let's explore a few compelling successes that demonstrate its value.
1. Asher College - CRM for increased student engagement
Asher College in Dallas is known for its career-focused professional education in the fields of business, medicine, trades, and technology. The college is focused on providing comprehensive training that prepares students for real-world professions.
Previously, Asher relied on an internal enrollment management system that proved insufficient for quickly engaging with prospective students. To overcome this challenge, the college opted for third-party applications that offer comprehensive features, including calls, bulk emails, SMS, and lead scoring. These obstacles were hindering admission counselors from establishing meaningful interactions with potential students.
Choosing an enterprise CRM Solution was a fitting decision for Asher, considering its numerous features encompassing lead scoring, automated marketing campaigns, detailed reports, and centralized data accessibility for all stakeholders. Management understood the benefits of collaborating on a single all-in-one system instead of multiple vendors. As a result, the admissions team experienced a remarkable 12-fold increase in speed-to-lead, enabling them to personalize communications throughout the student life cycle and diligently track interactions, fostering meaningful engagement from beginning to end. The contact rate rose by 13%, and scheduled campus appointments improved by 5%.
2. CCDR: CRM for Streamlining Financial Operations
As the fourth largest debt counseling organization in Canada, Canadian Customer Debt Relief (CCDR) boasts a proven track record of over 20 years and government accreditation. CCDR has earned a reputation for its efficient and customer-centric approach to addressing customer concerns. However, their ability to swiftly capture leads and collect online documents was impeded when they encountered internal issues.
Without CRM software, they were facing the following challenges
- Poor data analysis.
- Poor rate of email delivery
- Inability to track lead activities.
It was quite obvious that they needed a one-stop solution like an enterprise CRM Solution to streamline the entire debt collection and management process. Implementing an enterprise CRM solution helps in the following
- Omnichannel lead capture for zero lead leakage.
- Automatic lead distribution, resulting in increased response rates
- Complete lead tracking to better understand customer intent, and
- Detailed advisor productivity reports to reward high achievers and help those facing any issues.
3. Tricoci University: CRM for ensuring the highest level of process efficiency
Tricoci University, a renowned cosmetology school in the United States enrolls 2000 graduates annually. The school prides itself on its student-centered approach, aimed at nurturing the next generation of leading beauty practitioners. Consequently, Tricoci University has established a vast network of prestigious salons and spas actively seeking to hire their graduates. To streamline their admissions and marketing operations, Tricoci University recognized the need for all-in-one enterprise CRM software. They sought a solution that would enable them to capture leads from diverse sources, facilitate the online application process, and serve as a comprehensive platform for admissions advisors to seamlessly communicate via email, phone calls, manage schedules, and guide potential students through the enrollment journey.
Earlier, without a CRM, the university was facing challenges
- Lack of data analysis
- Complex and non-intuitive systems
- Regularly lost enrollments due to a slow response rate
- Inability to track agent activities
To overcome these challenges they chose to implement software that results in the following:
- Automatic lead capture and distribution
- Paperless application
- Student enrollment journeys
- Enrollment and admission pipeline view, and
- Complete advisor productivity reports.
By automating the majority of tasks, it’s easier for the team to increase their productivity level at the best.
Last but not the least
It is evident that investing in a smart Customer Relationship Management (CRM) system is crucial for the growth and success of any company. As customer expectations continue to evolve, businesses must adapt and utilize tools that can keep up with these changes. The aforementioned CRM use cases demonstrate the myriad benefits of utilizing such a tool.
One of the key advantages of smart CRM is data centralization. By consolidating customer information and interactions on a single platform, companies can gain a comprehensive view of their customers. Such a centralized data hub empowers key players in the company to make data-driven decisions, personalized marketing strategies, and improved customer service. Having smart CRM software deployed in the organization helps companies effectively manage and organize their customer data to drive business growth.
CRM systems also address lead management. CRMs allow businesses to easily gather, track, and nurture leads throughout the sales cycle. CRMs automate lead management operations to ensure that leads are not lost and that potential customers are engaged with the appropriate information at the appropriate time. As a result, conversion rates and sales pipelines are enhanced.
Smart CRMs also offer sales and marketing automation. Sales teams can spend more time creating relationships and closing deals if mundane chores are automated. With a CRM system, your sales team can be even more focused on designing campaigns, great messaging, and on-time follow-ups. Sticking with this setting helps you enhance overall efficiency and effectiveness.
A CRM system enables you to have access to business analytics on team performance. Not only will you obtain useful insights into sales data, conversion rates, customer behaviour, and other critical performance indicators this way. These insights allow for more informed decision-making, the identification of areas for improvement, and the recognition of high-performing team members.
At this juncture, we can't even deny that CRM is more of a business imperative and nothing less than that. It helps you achieve growth and success in today's dynamic business landscape. From offering data centralization, efficient lead management, sales and marketing automation, and comprehensive performance tracking. By leveraging the capabilities of a CRM, businesses can streamline their sales processes, prioritize leads, automate tasks, and drive productivity. Investing in a smart CRM is a strategic decision that positions companies for long-term success by adapting to evolving customer expectations and maximizing their operational efficiency.