A company that communicates in CRM receives:

connect_without_contact

control over all communication channels in one window

manage_accounts

managing the flow of customer requests

settings

flexible configuration of the necessary communication channels

save

storage of all contacts and requests in a single client database

history

maintaining a complete history of communication with each client

send

system of automatic mailings to selected segments of the client base

security_update_warning

an alarm system that will not allow you to miss a call or forget to contact a client

equalizer

the ability to control the quality of communication of each manager for the manager if necessary

Integration of communication channels with the CRM system

Communication with clients in CRM can be implemented through the following channels:

01

Online chat

This a convenient way for your website client to communicate with you, on great fit to accompany the client around the site, support, help in choosing or placing an order. And most importantly, you will be able to quickly respond to all messages and respond to the client in real time.

02

Call back

PAllows you to automatically make an outgoing call to the number specified by the client and connects the client with an available manager.

03

CRM form

S Using CRM forms, you can collect customer feedback and questions in your CRM system.

04

Open lines

People are accustomed to communicating through digital channels (Facebook, Instagram, Telegram and others) and therefore want to receive answers to their queries in the same format that is convenient for them. Working in CRM-system, the manager no longer needs to switch between all used communication channels, they are all automatically are collected in one chat and distributed among those responsible.

05

Telephony

Connecting Telephony to the site allows you to call clients in one click, directly from the order card. At the same time, the manager does not need to ask the client again who he is and what he ordered — all the information will already be on the screen.

Building a business process

In order for your communication to be of consistently high quality and for clients to receive the same expected level of service, you need to build a clear business process within CRM. This is a way of standardizing communication with clients, thanks to which each employee will know what and in what sequence needs to be done in order to achieve their goals.

Each stage of communication is displayed as a stage of a business process and is customized individually for each type of business.

For example: when a new request is received in CRM, a lead card is generated with contact information and the content of the request, this card will go to the manager at the stage «Not processed». Thus, the manager sees all unprocessed requests and can contact the client through an open line or call directly from the card, depending on how the client contacted the company.

If the manager does not get through, he moves the card to the appropriate stage. Then the CRM system will independently remind the manager that he needs to contact the client again.

Get maximum information

A CRM system is one of the best tools for making the right management decisions. For these purposes, you can set up detailed reporting and generate analytics based on your own business performance criteria.

Each client request is recorded and saved in CRM. This way, an employee can always listen/read the communication history again, so as not to clarify details 3 times, and the manager can check the quality of communication for each client and manager at any convenient time.

Work with each client individually

CRM stores all the contact information of your clients and people who contacted you but did not become them. Don’t waste opportunities: turn a lead into a client, provoke a repeat purchase, remind about yourself and build loyalty.

The functionality of the CRM system allows you to segment your customer base according to the parameters you specify. Generate and send important messages to each segment via instant messengers, email or SMS.

If you have a clear mailing plan, for example, to congratulate all clients on their birthday, or always offer new products on products that the client most often buys, all this work can be delegated to CRM robots. They automatically send message to the right person at the right time.

Our Cases

Case on business process automation of OR BTI

OR BTI provides services in the field of real estate and land management.

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