What is a CRM System?
Employing software to boost productivity
A CRM or Customer Relationship Management System is a piece of software that allows businesses and organizations to manage and track their relationship with customers and potential customers. It helps them to keep track of all customer data, including contact information, purchase history, and previous communications.
The system should cover all interactions with the customer, whether it’s to help the team keep track of potential leads, send offers to those leads, create invoices for services that have been provided, or handle potential issues that customers may have, using an often built-in ticketing system.
These systems can be extremely useful for all sections of your business, and are often utilized by departments such as marketing, customer-care, finance, human-resources and business-development. Each department has its own set of tools in the system to ease their workload and increase their productivity.
Why do you need a CRM?
Boost productivity and crush time wastage
A modern business or organization has many information streams feeding data into its internal mechanisms. Whether it’s marketing department staff meeting with potential clients and gathering important information about future projects or the human resources department collecting employee personal information.
Without a CRM, this data tends to pile up very quickly in emails, excel spreadsheets, and meeting notes. The haphazardly stored data becomes very hard to analyze or even to remember after a while, leading to lost time, and more importantly, lost revenue.
What is a ticketing system?
Keep track of customer issues and solve them on the go
Ticketing systems are tools that allow you to track cases such as customer technical support or business enquiries from when they are first started, through to their eventual resolution by the appropriate party. These systems are an essential part of any modern CRM system, and are irreplaceable for any business or organization that wants to insure the most efficient operation and the best customer experience.
How does a ticketing system work?
These systems are simple to learn and easy to use
A ticketing system will allow authorized users to add, edit, and view cases. The cases are divided into categories depending on which department they belong to, the team they’re assigned to, and what type of issues they’re trying to solve. Each case contains all the interactions that have been made with the customer, from emails to phone call transcripts and chat logs.
The system will also contain all the comments that the user might have on this specific case; such as details regarding the issue itself or comments on the customer’s temperament and preferences.
Benefits of using a ticketing system
Speed, efficiency and quality of service
Employing a ticketing system has many tangible benefits to your organization. These include:
- A more satisfied customer: Your customers will instantly notice the increase in responsiveness and accuracy added to your team by the system.
2. A deeper understanding of your own process: As the amount of tickets you handle increases, so does the data you gather on your own work. The system will help you to track your performance and improve it.
3. Increase employee happiness: Staff don’t like dealing with messy paper trails and confusing communication any more than the customer, by providing them with the tools they need, you not only increase their satisfaction with their job, but also the quality of their work.
4. Increase employee happiness: Staff don’t like dealing with messy paper trails and confusing communication any more than the customer, by providing them with the tools they need, you not only increase their satisfaction with their job, but also the quality of their work.
Now that you have a deeper understanding of exactly what this technology entails, it’s time for you to obtain a system for your own business or organization. The options on the market are many, but few reach the standards of quality you deserve. You may find yourself spending tens of thousands of dollars a month on subpar services.
Here at Altaqnya, we provide you with the highest quality CRM and Ticketing System at an affordable price. We utilize cutting edge systems and technologies to help you bring your services to the next level. Our systems are modular, tried and tested, and are currently in use by many local and international clients from a variety of fields.