CRM & Intranet

CRM, or Customer Relationship Management, is a powerful system businesses use to manage interactions with customers, clients, and prospects. It encompasses a range of activities, including sales, marketing, and customer service, all designed to improve relationships and drive growth. CRM software enables the storage of customer data, tracks customer interactions, automates certain tasks, and provides insights to enhance decision-making.

On the other hand, an Intranet is an internal network within an organisation. It is a private space for employees to collaborate, share information, and communicate. It’s like a company’s private internet, often including tools for document sharing, internal messaging, and other resources that facilitate smooth internal operations. 

Integrating CRM and intranet systems can be transformative for a business. This fusion allows for seamless communication, efficient information sharing, and streamlined workflows, enhancing productivity and customer service. It also provides valuable data insights that can be used to enhance customer relationships and drive strategic business decisions.

• You save costs. Operational costs are reduced as your workflows seamlessly align, and automation takes the reins. Fewer manual routines mean fewer errors and increased efficiency. 
• Your customers become your fans. With a comprehensive client history, you can craft tailored marketing messages and deliver profoundly personalised customer experiences. You don’t just satisfy them; you cultivate their loyalty, turning them into promoters of your brand.
• You sell more. More customers and repeated sales from the same customer – more deals – greater turnover. 
• You raise performance. Concentrated efforts on customer relationships and transparent operations pinpoint bottlenecks in your customer service, hastening sales and leaving clients more satisfied.
• You improve your product. CRM and intranet solutions save your resources and provide you with lots of feedback from customers. You have all the reasons to improve your service and products to attract even more sales.

We group these workflows into 3 types: sales, marketing, and customer service. Other workflows, not connected directly with sales & marketing, also improve as all parts of your team become better informed and upcoming events more predictable.

Advanced CRM and intranet systems allow you to automate – and improve – almost any business process that can be described and formalised. Business process automation helps you to meet and beat sales quotas while increasing customer loyalty and simplifying administrative routines.

Consider the following:

• Lead generation and distribution;
• Marketing campaign management;
• Email marketing management;
• Event management;
• Decision-making processes at the marketing department;
• Knowledge management;
• Information exchange with other departments.

Intranet systems help you to make these workflows omnichannel, know each of your customers in terms of behaviour, needs, and decision-making, and fine-tune your marketing activities as you go. You can automate your workflows or employ out-of-the-box processes based on global best practices for efficient marketing automation, from demand generation to lead nurturing and conversion. 

Intelligent CRM software facilitates marketers’ communication with the leads directly from the system via email, phone, or collaboration with other colleagues using the intranet, including a corporate chat and task tracker. Marketers reveal new approaches to market segmentation, split testing, and scheduled bulk mailing. All this can be done with a few clicks of a mouse.

Consider the following:

• Customer database management;
• Document management;
• Complex data analytics;
• Sales forecasting;
• Lead management;
• Opportunity management;
• Mobile sales;
• Social media integration;
• Field force automation.

Sales workflows are not just pipelines (funnels). There’s much more to sales management. At each step in the pipeline, there are plenty of specific actions to be taken: a call, an email, document generation, reaction to yes, reaction to no, etc. There are different scenarios, and each customer journey is unique.

But you can formalise and automate the key points along the journey and equip your salesmen with the needful data exactly when needed, thus minimising errors and continuously boosting results. They get automatically triggered to perform the most effective actions to close more deals faster. 

Sales workflow automation also increases your resource utilisation. Studies say salesmen spend 30% of their time selling. The rest of their time involves administrative tasks, discussions with colleagues, data processing, document preparation, and other routine activities. All these can be eliminated – well, almost – by giving your salesmen up to 3 times more opportunities to communicate with customers and close deals.

Consider the following:

• Contact centre processes;
• Omnichannel communication;
• Customer database maintenance;
• Internal business process management;
• Case and incident management;
• Service catalogue management;
• Service level management;
• Knowledge management.

Customer satisfaction is one of the most essential metrics defining any business’s success. This means every business has to deliver excellent customer support at every stage of the customer journey. 

Flawless customer service ensures a winning customer experience. Advanced CRM and intranet systems allow you to automate your existing workflows or use built-in business processes to manage customer requests, service catalogues, and SLAs. Using these opportunities, you maximise customer satisfaction while minimising expenses on customer service & support.