As the moving industry evolves in the digital age, its needs and demands do too. Thus, the need for moving companies to remain ahead of the competition makes new, innovative software solutions appealing. Customer Relationship Management (CRM) solutions are a fine such example, as frequent MoversTech readers are most likely well aware. From automation and data mining to internal collaboration, CRM can indeed have a very notable benefit – and ROI. However, as powerful as CRM solutions can be for moving companies, an implementation may not always be seamless. In fact, studies indicate that roughly 20% of implementation problems are rooted in a company’s staff, not the software itself. Furthermore, the collaboration benefits of CRM seem to be overlooked more often than other benefits. With both in mind, let us explore a frequent question; how can CRM help your employees in the moving company?
CRM benefits: how can CRM help your employees
Before delving deeper into the question at hand, it is imperative to stress the benefits of CRM software. For moving companies and their employees alike, they directly affect one’s daily schedule.
1. CRM can consolidate customer information.
There is no better example of how CRM can help your employees than consolidated customer information. Digital records can significantly reduce paperwork, preventing misplaced or missing records. With a centralized archive of customer information in hand, all of your teams can perform better. From sales and marketing teams to manage, swift access to valuable information increases response times, optimizes focus, and reduces the margin of error.
2. CRM can improve internal communications.
Similarly, CRM software can drastically improve your employees’ internal communications. For example, an operational CRM’s service automation features can filter through customer input and notify relevant agents. This streamlined automation can help reduce the clutter in internal communications, letting your teams focus on more pressing matters. Furthermore, collaborative CRM can yield similar results through channel consolidation and management.
3. CRM can improve and hasten the decision-making process.
Lastly, CRM provides a comprehensive record of a company’s relevant metrics. From customer interaction points and recurring customer inquiries to sales trends and marketing performance, it holds invaluable insights for everyone. With such insights in hand, all teams can have a clearer view of their successes and shortcomings. Managers can more accurately evaluate employees, and employees can more closely track their performance. Constant access to such valuable metrics can thus improve the decision-making process for all teams, and help inform decisions more reliably.
Motivating your team: let CRM help your employees
Despite all the potential benefits of CRM, integration may often fall short. As we’ve highlighted in the beginning, approximately 20% of all integration problems seem to be related to people, not CRM software itself. Forrester supports this figure, placing it at 22%. Furthermore, they also support similar studies that claim roughly 49% of all such issues stem from slow user adoption. So, while it’s certain that CRM can help your employees in the moving company, you will need to ensure they are eager to adopt it early.
To do so, you will need to be diligent as you set up employee training on your chosen CRM. Make sure you keep an eye on adoption rates and try to incentivize your team to use it more. To do so, you may want to present the aforementioned benefits in relatable terms. At the same time, you should acknowledge the learning curve; complex CRM platforms may require more effort to learn and master. However, keeping your teams interested and motivated will eventually let you fully reap the benefits of your CRM of choice.
Early metrics of success
It is very likely that the CRM you choose will be tailored to your company’s unique needs. Therefore, as you gauge adoption rates and performance, you may want to keep an eye on early metrics of success. What’s more, you may want to bring attention to said metrics in subsequent meetings to further motivate your employees.
With consolidated records and customer information, you should soon start seeing improved organization. If you previously had issues with mismanaged information or misplaced documents, you should soon see such issues become less frequent.
Improved customer interactions
As your teams have access to centralized information on specific clients, you should soon see improved customer interactions – and, in turn, increased customer retention rates. Your representatives should find it easier to quickly redirect customers to the appropriate agents. In turn, said agents will have vital information on the inquiring customers at their disposal, allowing them to perform better.
Reduced strain and stress
Lastly, given all its organizational benefits, you should soon see CRM help your employees alleviate stress. CRM can automate processes that don’t require creative oversight, consolidate customer and company information, and improve internal communications. This newfound efficiency should soon allow your employees to stress less, as they divert their focus away from mundane tasks and toward important ones.
Choosing the best CRM
With the above in mind, you can more safely begin to consider the moving CRM that best suits your company. As we’ve highlighted before, getting the most ROI out of your CRM is no easy task. For one, CRM is broadly divided into 3 main types:
Any CRM solution that focuses on any of the above types will differ from both other types and generic CRM. Furthermore, CRM platforms will differ quite drastically in terms of industry focus. Lastly, no two CRM platforms are equal in terms of functionality, utility, or performance, even if they appear similar. It is thus vital that you do your due diligence before choosing the one that best suits your company. Most importantly, in the context of this article, you will need to ensure that your chosen CRM helps your employees.
In conclusion, you should now have a better understanding of how CRM can help your employees in the moving company. However, you should still be careful about your final decision. Make sure you properly, thoroughly research the available CRM platforms, and make an informed decision based on your company’s needs. Once you do, monitor adoption rates and early results, and adjust your course accordingly. In doing so, you will ensure that both your employees and your company as a whole will reap all the benefits it has to offer.
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