What is CRM?
A CRM is an online-based Customer Relationship Management system that lets you:
- understand and respond timely to the needs of your customers.
- receive valuable insights to make conclusive decisions about sales and your company objectives.
- connect all your customer representatives and clients from one place across all platforms (such as email, messaging and social media).
- establish a company culture and internal communication mechanism.
- increase company revenue and accountability.
The more we know about our customers, the better we will be able to provide them with positive experiences. Everything that they do, and every interaction that they have with our organisation needs to be identified, documented, and recorded. To do this, we need to move beyond the sticky-notes and disorganised filing cabinets and utilise organisational technology that not only accurately quantifies and categorises data for easy future reference, but also makes that data available across departments.
CRM allows us to store a vast list of customers and any important information regarding them. Access to their file is convenient due to the cloud, so no matter who it is that is helping the customer in question, they will have the same actionable data instantly available. This results in less wasted time for clients and employees.
A page with all the surface details of the CRM module.
Add, remove, manage, and communicate with all your contacts and clients.
Add, remove, manage, and communicate with all your companies from this page.
Lists all the activities and events that have taken place from all CRM agents and managers.
When you have scheduled tasks, calls and meetings – they are all displayed here.
Create custom groups from all your contacts and companies for targeted communication.
Here you will find reports on activity, customer, and growth.
Smart Customer & Contact Management
The CRM Dashboard gives you the following details –
- Total Number of Contacts
- Life-stage wise Segmentation with Numbers
- Present and Upcoming Schedules
- Recently Added Contacts & Companies
- Total Number of Inbound Emails
The Contacts dashboard is a single page dashboard that lets you do all the following:
View all contacts in list format with all required details (name, email, phone, life stage, owner, date of creation)
- Create new contact.
- Edit, view and delete a contact.
- Filter contacts as Customer, Lead, Opportunity, and Subscriber.
- Assign groups to multiple contacts.
- Search for specific contacts by name.
- Filter contacts by name of an owner.
The Company dashboard is a single page dashboard for all your business client management activities. Here you can add, edit, and update names of companies/business clients and their details.
- view all companies in list format with all required details (name, email, phone, life stage, owner, date of creation).
- create a new company to your CRM.
- edit, view and delete a company.
- assign multiple contacts to the companies you create.
- assign the companies you create to different groups.
- add a new search segment to filter your searches.
- filter companies by the name of an owner.
The Activities section provides a comprehensive log of the information related to your CRM, with a complete overview of all the activities related to your CRM module.
Calendar & Schedules
The CRM Module offers a calendar displaying all personal and colleagues’ schedules. The feature ”SCHEDULES” lets you seamlessly plan your future calls, meetings, and emails with your desired contact and company. It is an in-built calendar that is intuitive, easy to edit, track, and view.
Contact Groups allow you to add new categories in the form of GROUPS so that you can clump your contacts under different lists. These lists/groups offer the convenience of being able to send emails, SMS, or schedule calls and meetings with multiple people together who fall under the same list.
3 types of reports are readily available:
- Customer Report
- Activity Report
- Growth Report
Under Activity Report, you can view the total number of schedules, emails, tasks, and notes that all your agents or you have created for all your contacts and companies.
The Growth Report shows the total number of Subscribers, Opportunity, Leads, and Customers that you created for each month. This report shows both a bar chart and a list of the totals.
The Customer Report shows the total number of Subscriber, Opportunity, Leads, and Customers.
You can filter this report in 3 ways to get a more detailed picture.
The owner-wise customer report divides your contacts and companies by the contact owners (agents who created them and who are assigned to them).
The source-wise customer report divides the contacts and companies by the different ways they came in touch with your business and company e.g. advertisement, contact forms, opt-in forms, email, phone calls, conferences, etc.
The group-wise customer report divides all your contacts and companies by the different contact groups they are added to.
You will find all your contacts listed here. This page gives you some important details beside the contact name, such as:
- Email Address
- Life Stage
- Contact Owner
- Date Created
Manage Your Contacts
You can manage your contacts from this page. If you hover over a contact, you will get few options such as edit, view and delete. Clicking on the edit options lets you edit your contact and the delete option deletes it.
You can also use the search bar to look for any contact you want. There is a Search Segment option that lets you use different conditions to create saved searches.
You can also click on the view button to get details of your contact. This is how the detailed contact page looks like. It holds all the information that you collect in an organized manner. You can add notes, schedule activities and also tasks.
There is a timeline wise activity log that shows your interaction with that specific contact. If you add the contact to a specific contact group, you will find it at the bottom of this page.
Create a task, select the name of the Agent from the drop-down, and add a description.
The task is added to the activity log
CRM Agents can see all the tasks from the dashboard.
Thereafter, as an admin, you can see both My Task & All tasks from here.
Mark it as complete after your task is finished.
If your agents want to check the task, s/he can also check that. But s/he could only his/her task, but not all the tasks.