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5 Posts authored by: Maulik Shah

According to Gartner, there will be more than 25 billion connected things by 2020. It means the Internet of Things is going to be a huge connected network between people-to-people, people-to-things, and things-to-things. It is not only connecting with us more, it is also changing the way we live. Whether we prefer to notice it or not, yet IoT is transforming our surroundings and will keep on doing it.

 

Now, let’s talk about CRMs. In earlier days, the focus of CRMs was to reduce the cost around customer acquisition, retention, and servicing them. Now, it has customer portals that look after saving time and resources along with cost cutting. It also strives to provide quality of services to customers. Sugar CRM facilitates enterprises by enabling them to build customer portals to better their engagement.

 

Blending Automation with Convenience
So, IoT is changing the way people live and Sugar CRM is changing the way enterprise work. Now what if they both work together? This synergy will create an environment of predictive and preventive functionalities that send alert for future actions. Such a system will notify your customers in advance before they face any problem and provide a service or solution to the issues they might face in the near future. IoT will decode the buying pattern of the customer in real-time, and it will help the SugarCRM client portal or application to include them in the right marketing campaign.

 

Is it possible?
Yes, it is possible to use 'Internet of Things' and integrate it with SugarCRM Customer Portal and applications. The major three components of IoT can generate huge benefits for organizations if it works in sync with CRM. These three important components of IoT that your Sugar CRM solution can optimize are:

  • Sensors
  • Wireless Internet Connectivity
  • Computational Capability at the Device i.e. Data Processing Capability

 

Gartner researched recently about the drivers of a CRM applications. In that study, the most important attributes were: Mobile, Cloud, Big Data and Social Networking capability. Further, that study says that Internet of Things is going to be the fifth driver after these four.

 

Exemplifying the Ease of IoT and SugarCRM
Consider a scenario of a hearing aid company. The hearing Aid Industry has become more advanced. Now it is trying to introduce innovative features in their product lists. Examples could be longer battery life, Bluetooth compatibility, noise reduction. It is also introducing products for controlling your hearing aid device through smart phone, etc.

Let us take few scenarios from this company. It will help us to understand how IoT helps in providing services to customers, with the help of IoT and its integration with CRM.

 

3 Different Scenarios Where IoT is Taking the Customer Experience to The Next Level.

  • A customer’s hearing aid instruments battery is malfunctioning. There is a need for it to replace that within next few days. Here IoT will notify about the status of the machine. This will allow the staff to inform the customer proactively and update him. They can communicate with them that the instrument’s battery is having some issues, and it needs replacement soon. It will help a customer to replace the battery, and they will not face any problem while using the product.
  • A customer’s hearing aid instrument is under warranty period and not working properly. Again, IoT will help the company to know about this issue. Hence, the customer service representative can call the customer and talk about it. Or they can straight away replace the instrument since it is not working properly and it is under warranty period.
  • The customer is not using certain new incorporated features of an instrument because of some reason. Here, IoT analytics will come into the role and will raise an alert. Now the support team can call and ask for a session or training. So that he/she will get awareness of those new features and customer can start using it.

How SugarCRM Takes These IoT Alerts for Next Level Customer Experience?
In all these scenarios, how the company official will get to know about all the issues? That is because a sensor placed in the hearing aid instrument sends notifications to the central application. It creates an alert in the system that there is some issue with the battery or instrument, and needs replacement. As being an open source, SugarCRM can render IoT alerts in different ways with flexibility. These are,

  • Company can design their Sugar CRM application to share this data. It can also trigger some informative information that certain features of the product are in use for a single time. SugarCRM application will integrate this information and will send a notification to the staff.
  • The flexibility of Sugar CRM will also allow you to render this information in another manner. It also drives the system to generate a service case where the system will register a support call automatically to the customer. The system will assign it to a service representative automatically, who will make a call to the customer to update the problem, or ask for other services.

In any of the way, a customer will be happy that the Product Company is taking a preventive action, and providing service promptly before they face any issue. It will help you to gain the customer’s confidence in your services, products, and increase their satisfaction level as well.

 

Apart from this, IoT with SugarCRM can also help sales and marketing functions in multiple ways. Real-time data generated by IoT will you to help understand in numerous ways. It will tell you usage of the product, buying patterns of the customer, opportunities for cross-selling and up selling, deciding flexible pricing, etc. Your sales team can analyze the IoT generated data to decide future campaigns by knowing the right customers.

 

It will help them reduce the cost in terms of market research. This data can also help the marketing function to identify those customers, who are not using your products anymore. For such customers, you can run separate campaigns, or invite them for trade shows and product launch programs, and try to retain them.

 

So, why wait? Leverage the power of IoT and Sugar CRM and get the best out of your business. It will make the work flow faster and user friendly. This will also stay helpful for your staff and assist them to boost their productivity.

 

View Source: Sugar CRM and IoT: The Synergy That Will Drive the Next Level Customer Experience 

Customer Engagement is a huge word. And when you ask the business owners about what it means to them; they will come up with different responses. Not just that, they will also regale you with stories about their experiences with customers and their struggles to offer impeccable services. Well, just because such stories are enticing, does not mean they are an epitome of offering customer services. In today’s times, it is important to enable your customers to resolve their issues on their mobile phones independently.

 

A study conducted by Microsoft in 2016 (Global State of Customer Service) proved that almost 90% of US customers like to use self-service customer portals. The biggest reason behind this is – they want the solution to their problems at the earliest. And they do not wish to wait for customer executives to get back to them.

 

So, if you adopt a customer portal, it enables your customers to find solutions to their problems on their own. Also, if your resource is apt, it is sure to keep your customers coming back. That too, without any reluctance.

 

CRM Customer Portals: A Perfect Resource for Different Purposes

Let us say you have a SugarCRM system and WordPress Content Management System. You would need SugarCRM WordPress customer portal. It can come of great help as it will enable your sales team to resolve tickets easily and offer an exceptional customer experience. You can also offer your customers with a knowledge base about your products/services and give apt purchasing opportunities. Some of your objectives for offering SugarCRM customer portal could be:

 

  • Displaying information about company
  • Providing product information
  • Sharing service information
  • Offering credit and finance information
  • Giving pricing schedules
  • Resolving queries through tickets

 

As most of the CRM portals come with an intuitive navigation system and user-friendly interface, they make it easy for your customers to find the information they need. Whenever they want.

Offer Excellent Customer Engagement with SugarCRM Portal

SugarCRM customer portal is a blend of WordPress CMS and SugarCRM. It is a self-service customer portal that enables customers to create customized dashboards, generate tickets, update data, and find the information they want. If you are a SugarCRM user, you and your team can get an access to customer cases, meetings, calls, accounts etc.

 

Here are some of the major features of this portal:

  • Secure Sign-in – Safe login for your customers to the portal
  • Role based accessibility – Manage SugarCRM module accessibility and keep your data confined to WordPress User Groups
  • Module layout configuration – Create portal layouts for different modules in SugarCRM
  • Portal Customization – Give a name to your portal, choose themes/colors, set logo, and add a profile picture
  • Knowledge Base – Share your articles and other content with your customers
  • Access to Invoices and Contracts – Enable your customers to view quotes, contracts as well as invoices. (Downloadable in PDF format)

 

Who All Can Use It?

Customer portal provides customizable options for different businesses to create their portals according to their domain/industry. All you need to do is share the specific requirements of your business and customers and the developers will build it accordingly. Some of its industry applications are given below:

  • Healthcare
  • Hospitality Industries
  • Ecommerce
  • Travel Industry
  • Manufacturing Industry

In today’s DIY era, customer portals can offer huge benefits to businesses and helps strengthen customer relationships. If you want to bring smile on the face of your customers, it is the right way to go. And there is one for every business out there. All the best choosing one for yourself!

“Enterprise Mobility.” If you run an organization yourself, there are chances that you might have heard this term. And if you have not, it is time you acquaint yourself with the significant role it plays for large and small enterprises. As businesses of today are growing at a very rapid pace, customer relationship management applications have also gone mobile. Moreover, they can efficiently cope with the needs of on-the-go sales executives.

 

It is very important to note here that the functionality of mobile CRM is not just confined to giving access to data on the move. It goes way beyond the “mobile access” part of it. In case, you are planning to adopt a Mobile CRM for your your organization, you must make sure that it serves certain major functionalities. So, let us try to know about:

 

3 major functionalities that your CRM mobile App should serve:

 

Taking Quick Actions

We thrive in the 21st century and the customers of today are more empowered than ever. So, offering excellent product and services is quite mandatory. But what’s more important is  connecting with your customers and understanding their needs. Be it through calls, messages, emails, or social media. Go for an app that enables you to search/locate the prospects and connect with them easily. You should also be easily reachable to your customers and promptly reply to their messages.

 

Enabling your CRM users to connect with their customers not only adds value to their experience but also gives them feedbacks on how to improve.

 

Check-in/Check Out of Meetings

Attending meetings is a very crucial and constant part of sales process. And as the sales employees are always on the move, it becomes difficult for them to keep these records. A superior quality mobile CRM app helps you to check in with your visits. As soon as the meetings get over, the location gets recorded in the CRM. As the application links the check-in/check outs to the meetings, calls and task, you can find all the details in the check-in module. In case you miss checking in, you can also do it manually later.

 

A facility like this makes it easy for CRM users to create and keep the records of customers and keeps their co-workers and team members informed about meetings in real-time.

 

Easy Follow-up Feature

A common saying in sales says, “The fortune is in the follow-up.” There are several reasons why salespeople resist in following up. One of the major reasons is that they tend to forget. Sometimes they forget the purpose of follow up and sometimes they miss the deadlines. Moreover, the conventional ways of making notes and remembering data is quite exhaustive. A CRM mobile app must have follow-up feature which sends reminders on time and keeps the history of customer interactions.

 

Other Features

Apart from the features that we have mentioned above, you can also get other features like sending attachments by clicking pictures, uploading documents from mobile device to CRM, searching records and changing the language into a preferable one etc. And then you can find the best CRM mobile apps.

 

Winding Up…

If you want to adopt better practices to enhance your customer relationships, you can consider using TapCRM.

Most of the time, customers avoid to answer surveys thinking it would eat up their valuable time. Are the organizations sending questionnaires and considering responses on the serious note? When it’s all about the big data, ignorance has no room. Survey can be a game changer if done correctly. Manage the contact list to build the strategies and decisions creating win-win situation!

 

We have analyzed the market scenario and listed some of the reasons responsible for low response rates of any survey.

Questions that Lets you Think on your Surveys Strategy

Have you built your Target Market Efficiently?

In several cases, the ultimate reason of receiving low response rate is, the target market built is either inappropriate or holding incorrect contacts. Send customer feedback survey to helpful contacts by shrinking down the contact list for obtaining accurate survey results. If you are including customer centric questions in the survey, exclude the non-customer contacts like CEOs, managers, secretaries etc. 

 

Have you involved your Customers in your Findings?

Involve your customers in the business specific surveys is #rule1 to make any marketing campaign successful. They are the important aspect of your sales cycle. Integrating them in the survey by letting them know your business plans and forthcoming strategies will ultimately help you offer them better customer satisfaction. Integrating customers will boost sales of the organizations seeking extensive growth and better business future.

 

Have you Chosen Correct Questions?

Have you included the right and helpful questions in your questionnaire? Proper market research will let you prepare effectual survey questionnaire. It will get you the best and effective response from valuable customers. Keep the questions short and easy to understand.

 

Have your Sent the Survey at the Right Time?

You need to send the survey at the right time as it is important to know your customers when they are at their best. Inappropriate time may get you either wrong or non-desirable results. Considering the target market, set the time to send the survey questionnaire.

 

Prevent poor survey results affecting the business decision. Avoid making common mistakes to boost your sales with inaccurate customer feedbacks. Identify the reasons that spoil your customer surveys before it increases the count of unhappy customers.

Sales activities do not keep confined to corporate workplaces anymore. And neither are sales executives. It is quite common to see sales professionals working in subways, coffee shops, traffic, parks and in the most unconventional places. Accelerating the targeted sales figure each time, getting handsome commissions, and closing huge deals gives an unmatchable thrill to sales executives and keeps them motivated.

 

Well, although you may pride in the fact that your sales team is tech savvy and is painting the town red; they do need to update customer data and other details in their CRM. And that is not possible if they do not have the CRM software in their fingertips. This the idea of a CRM mobile App stemmed up. Several CRM users make the most out of these apps to handle customer relationships on their fingertips.

 

If you are planning to have a CRM app for your company, it must include certain features. Let us know about these features in detail:

 

Task Assignment & Collaboration

Sales processes in huge organizations can be prolonged and intricate. And if you run one of such companies, it is imperative to have a feature that enables you to work in collaboration. Some CRM apps have features that confine the access to the data pertaining to them and the collaborative functions are enabled on the website app.

 

During such times, if you have a SugarCRM system, you can make use of SugarCRM Plugins that provide you with activity feeds wherein you can address your colleagues and assign them with different tasks. You can also look for team messaging apps to solve your purpose. By doing so, you can enable seamless communication throughout the team.

 

Route Planning & Geo Location

As we all know, sales executives do not keep confined to one place. They need to visit different clients and plan their routes accordingly. Now, to make sure that they do not spend a lot on energy resources while visiting clients, a geolocation feature can come of help. Using it, sales agents can map routes between different client locations using real-time alerts. One can also apply custom filters and view different sales territories based on different criteria.

 

A feature like this not only saves energy resources but also saves a lot of time. Sales executives can prioritize their appointments effectively and undertake different sales activities without any glitches. They can also mark opportunities as pins.

 

Offline Access and Online Sync

Working from remote locations is quite a common deal for sales executives. Often during such times, updating records becomes impossible. A superior quality mobile app should provide users with the facility to create and assign tasks, view records, and update them even when internet connection is absent. Once the connection comes back, the sync should happen seamlessly.

 

For example, if one of your team members is working from the subway inside a tunnel, it does not mean they have to stop working in the absence of internet connection. They can keep working and as and when the internet comes back, the data synchronization happens with ease.

 

Conclusion

While looking for a CRM mobile app, it is quite likely that you might find several apps that are available for free. However, you need to ensure that it is compatible with your CRM system. For example, if you are looking for a SugarCRM mobile App, you can make a list of features you would want them to have and you are sure to find a suitable one. We wish you the best!