Small business owners know the struggle of trying to do more with less. You want to work efficiently and keep your customers happy, but sometimes it feels like you have to choose one or the other.
With a bit of help from technology, you don’t have to compromise. CRM software brings your business operations into one app, helping you to connect better with customers, streamline your processes and run a more profitable business. Here are four ways that CRM can help you overcome common challenges to make sure you can deliver both productivity and customer satisfaction.
1. Get a Big Picture View of Your Small Business
The Challenge: Working with multiple tools makes it harder to know the ins and outs of your business operations and slows down work.
The Solution: Whether you’ve got dedicated teams or your employees wear multiple hats, it’s important to have visibility into what’s happening across the business. With a central CRM as your command centre, you can bring your sales and service processes together and make your operations more efficient. Plus, by unifying your data, you gain insights into important metrics like sales revenue, case closure rates and top customers, so you can make data-driven decisions to grow your business.
Law Squared, a leading global Human Centred Law firm, previously had a collection of siloed systems that created a duplication of effort and data. In just three months, the firm streamlined its end-to-end management of legal services, from client onboarding to delivery of legal services to invoicing, with Salesforce.
2. Find and Keep Customers Faster with Automation and Personalisation
The Challenge: Generic messages don’t grab customers’ attention or make them feel special, yet personalisation can be time-consuming.
The Solution: The key to enhancing both customer relationships and efficiency is to use a system that automates routine communications while providing opportunities for personalisation. With a CRM, your team has access to templates to quickly tailor emails and deliver the right message to the right people at the right time. Your communications will feel personal and you’ll boost engagement without a big time investment.
3. Speed Up Your Sales Cycle to Boost Revenue
The Challenge: Slow sales processes can delay deals and hurt your revenue.
The Solution: You can streamline your sales process with CRM tools that let your team quickly create quotes and send secure payment links for immediate transactions. This lets your sellers spend more time selling and less time on administrative tasks, speeding up the entire sales cycle.
Since turning to Salesforce, payment platform pay.com.au has reduced the time it takes to verify new customers from days to hours and increased the volume of payments on its platform by more than 5,000%, an amazing result for the team of 45 people.
4. Build Loyal Customers with Smarter Service
The Challenge: Clumsy case handling can frustrate customers and harm satisfaction.
The Solution: A bad service experience can cost you repeat business. Luckily, businesses of any size can improve customer service and reduce resolution times by using intelligent routing to automatically direct cases to the right agent. And with a unified dashboard that shows customer histories, open cases, and upcoming renewals, your team can deliver personalised and informed interactions every time.
For Audata, a software provider in the media industry, customer support used to be a one-man-show, handled by its Founder and CEO, Keegan Baker. Now, with Salesforce Service Cloud, Audata automatically resolves around 45% of inquiries, meaning Bakker is no longer continually attached to his phone.
Join the Workshop and Bring Sales and Service Together
The right technology can transform your entire business strategy, so you can find, win, and keep customers more easily and effectively. By integrating sales and service into a single platform with Salesforce Starter Pro Suite, your team can work smarter, deepen customer relationships, and drive sustainable growth.
Ready to enhance your business operations with the #1 CRM for small businesses? Join the workshop, How to Grow Your Business and Build Lifelong Customer Relationships, at CommBank Smallbiz Week to learn how your business can do more with less.
