By Tom M Chapman

I recently had a stay in a very nice hotel in the country. It was a small affair and its familiarity was part of the charm. The furnishings and decor were old-fashioned which was pretty nice. However their contact management was similarly antiquated, and this could be the difference between only managing to keep a business afloat and having a business that is booming.

When I asked for some local information, they referred to a sheaf of pages on the counter, which contained names and numbers. Their plumber, greengrocer, contact for the advertisement in the local paper, the

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As well as reporting and resolving problems, the support desk has the means to be a pro-active department that aims not only to solve problems, but to take preventative measures and stop those issues arising in the first place.

Support and Helpdesk tools in OpenCRM offer you the ability to do this and more. With the Helpdesk tied in with the rest of your CRM solution, the support team has a complete picture of customer accounts including order history, previous helpdesk issues, preferences and all other correspondence with the customer.

When a support query arises, the first steps are to

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Many decisions are made on gut instinct and indeed some have become famous for making their fortune by making some “game changing” gut instinct decisions. But for most this approach is likely to be hit or miss, and place the emphasis on “miss”.

Here is where CRM comes into play. Whilst not wanting to remove any of the creative thought process that might be the life and soul of a business, a CRM solution provides a bit of a safety blanket for the instinctive. By offering insight and analysis on previous decisions that were based on instinct, you are able to compare outcomes, and

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Competition and Differentiation - Using CRM

With the marketplace being more competitive than it ever has been, it has become essential to differentiate yourself to make you stand out from the crowd. An essential tool for differentiation is having great customer service and this is made possible by good use of CRM.

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One of the ways in which you can quickly see a list of data in OpenCRM is by creating a view. This is essentially a pre-saved search that gives you instant access to sets of data you need. To find out more including a video tutorial please click here.