CRM technologies are constantly evolving. A basic CRM technology helps in completing the process of sales. But, an advanced CRM technology shall always go beyond monitoring the sales process and keeping customer data under one roof. It shall also integrate post-sales services. Therefore, an advanced CRM technology shall offer you multiple post-sales features that make your Customer Relationship Management easy and convenient. It is observed that FMCD and service companies in India are always looking for such technologies as they have a vast customer base, a lot of players to compete with and most importantly, 60% of their business depends on Customer Relationship Management.
Now, the question is, what kind of CRM Post Sales Service Features do Electronic companies in India need. Following is the list of features-
- Tracking of Warranty- Most FMCD and service companies, whether small or big, have 3 core focus areas- quality, customer satisfaction and operational efficiency. Warranty is a crucial parameter to measure product quality and customer service, which covers defining warranty period, managing product registration and claim management. A dedicated CRM software for such players should integrate this feature to deliver superior customer service, leading to utmost customer satisfaction.
- Resolving Customer Grievances- The right CRM software for Electronic companies shall nurture leads and track prospects and resolve customer grievances, which can lead to goodwill and reputation. Small players are more prone to customer disputes and hence, they should go for a CRM solution that supports them in resolving the complaints. In this era of digitization, companies should be constantly cautious about the bad online reviews and lack of customer referrals due to lousy customer service.
- Reminder of AMCs- An intelligent CRM software completely takes care of the customer data and sends notifications for payment reminders, payment receivables, AMC payment, contract expiry date, and so on through SMS, Email and WhatsApp facility. This feature can help to save a lot of time and manual efforts.
- Cross-selling and up-selling- As per a study, it is much cheaper to retain customers than generate new ones. A customer who has been with you for some time tends to trust you for your other product or upgrading to a better one. This is possible through CRM technology, where you have all the customer’s insights- their choice, their kind of business, the current technology they are using and so on.
- Renewal of Contracts- A smart CRM technology should intimate the customers to renew contracts 90 days, 60 days or 30 days (ideal period of reminders) prior via SMS, Email and WhatsApp Communication. Waiting until a few days before the contract expires can mean losing business and revenue. You can upsell your service or product.
We are Vritti Solutions, a 2 decade old IT Firm across India providing a bouquet of innovative solutions to overcome the operation and management challenges. Our offerings include Ekatm ERP, Ekatm CRM, Ekatm WMS, Ekatm Work, AdatSoftERP and PetroSoftERP.
Wish to know more? Please write to us at anuroop.khare@vritti.co.in