Sales teams, field sellers, inside sales, and sales managers use CRM sales tools to support the sales cycle. These tools compile reports and analytics and enable you to act on customer data such as demographics, engagement, and purchase history. Advanced CRM sales tools also provide recommended actions and insights to help you find, engage, and build relationships with the right customers.
Sales and marketing teams with integrated CRM tools can adjust customer outreach strategies in real time based on accurate data that shows what is and isn’t driving sales. Visibility into the customer journey from start to finish also makes big-picture strategizing easier and more effective with key performance indicators (KPIs) based on the same data.
A database of customer data.
Real-time insights, artificial intelligence (AI) and machine learning (ML) capabilities that track trends, guide sellers, and empower sales managers with performance insights.
Benefits: Improved seller performance and productivity, better visibility into the sales pipeline, the information to provide a personalised approach to customers, task automation, and actionable insights.
CRM customer service tools help you interact with customers across multiple channels. In addition to facilitating these interactions, these tools record and add them to the customer’s history to create a comprehensive view of the customer. This makes it possible to ensure a high-quality customer service experience and guide customers to a resolution more quickly.
When integrated with sales and marketing CRM tools, CRM customer service tools provide a true end-to-end view of the customer: How the customer was acquired, what they purchased, and everything that’s happened since their first transaction. From that customer’s initial interest in a product or service all the way through purchase and beyond, every step in the customer journey is accessible and useful for future interactions with that customer. In addition to providing a better customer service experience, an integrated CRM customer service tool makes sure customer data is accessible and useful for supporting future sales or service requests.
Track customer service interactions and call metrics.
Provide AI- and ML-driven insights to enrich customer experiences, improve call centre KPIs, and create operational efficiencies.
Benefits: Better customer service experiences, satisfied customers, higher productivity, and more efficient, well-informed customer service teams.
CRM tools for field service create work orders for service calls and help technicians access customer records when they’re out in the field. These tools often streamline stock management and enable technicians to add notes from service calls to the customer database. New innovations in Internet of Things (IoT) technology make it possible for companies to monitor their products in the field and flag potential issues or maintenance recommendations before customers are even affected.
When integrated with a CRM platform, CRM tools for field service give customer service representatives the detailed information they need to schedule the technician with the right training and equipment so that the issue is fixed the first time. Repairs and recommendations are added to customer records, updated across the organisation, and accessible by people from every department. This means that no matter who that customer speaks to next, that person has the information they need to provide exemplary service.
Helps schedule service calls and equips technicians with customer data in the field.
Optimised service calls because the right technicians with the right parts were scheduled at the right time, IoT capabilities that flag potential issues before they affect the customer and recommend predictive maintenance, and mixed reality capabilities that connect on-site technicians with remote experts for complicated troubleshooting.
Benefits: Reduced field service operational costs, higher profits, improved fix rates, greater customer satisfaction, and more efficient scheduling.
Learn how integrated CRM tools help 24 Hour Fitness deliver a personalised experience
Connecting marketing and sales data enables 24 Hour Fitness to reach people in new ways, bring in record numbers of members, and help more people reach their fitness goals.