New to CRM?

Customer Relationship Management (CRM) is exactly that – a method to help manage customer relationships. OK I agree that’s a pretty obvious explanation and perhaps not very helpful, which is why we have written this overview to introduce you to the world of ‘Cloud-based CRM’ and what it can do for you.

What is cloud-based CRM?

Cloud-based CRM is the use of Internet technology to deliver a software solution for data management. All you need is an internet connected computer with a web browser, just like you are using right now. This data includes all your business activity - past, present and future – in other words your customers & clients and all your sales prospects & leads. The benefits of a successfully implemented CRM solution can be easy to see for you and your customers. The process when managed with a well introduced software solution, enables you to understand your customer’s needs and in return can consistently deliver a happy customer. The whole point of a good CRM project is to help you win new clients and retain existing ones.

A business without a CRM strategy often finds itself storing multiple copies of your customers data in separate department silo’s with little or no visibility between company personnel. One of the principal benefits of CRM is that it overcomes internal fragmentation of information within an organisation by bringing all this information into one central location. CRM synchronises your business processes into a company-wide strategy and provides your whole company with a 360-degree view of the things that really matter.

How does it work?

Cloud based CRM is a web-based software tool. This means that it doesn’t matter what kind of Internet connected computer, tablet, or smartphone you are using, with us your CRM will always be on and available. This is because the software is held on the internet instead of on your individual computer.

Just as you log into an email account such as Hotmail, Yahoo or Gmail, you log into CRM with your username and password which gives you access to your system.

What does it do?

A CRM solution uses software to streamline the way business is run, by providing one central location for your sales force automation, marketing, and customer service. Clever flow of information within your CRM system enables you to monitor performance with reports and graphs to create an accurate and up to date overview of your key performance indicators. Need to know how the sales pipeline is looking? want to see who is raising the most customer service issues? would you like to get a feel for the current levels of outstanding invoices? All this and more is easily available to you - Anytime, Anywhere.

The different modules within OpenCRM cross-reference with each other. Which means that any Contacts working for a particular Company, any Companies that are part of a larger hierarchical Group, pending Activities needing your attention, overdue Invoices or Sales Orders that have yet to be returned, are all easy to see and manage.

The level of Lead & Opportunity tracking means that the different stages in a sales process are always recorded in the right place. You will find details for a particular sale recorded against the Contact, Company and Sales Order.

This clever flow of information is a key feature of OpenCRM. It means that you can convert a Lead to a Contact, Company & Opportunity without having to re-enter data. Similarly, your Sales team is able to create a Quote and progress this easily through the Sales Order process and into an Invoice.

Take a look at how OpenCRM handles Customer Service and Support incidents providing you with the tools to monitor Customer and Support Queries from initial problem to resolution.

OpenCRM has marketing capabilities including creating and tracking Campaigns. Get to see the full picture of how your marketing efforts are progressing, keep a track of who receives what, when and (most important) what you and they do next!

What are the benefits?

There are so many advantages of a good CRM system that it is difficult to know where to start!

One of the principle benefits is the fact that your data is all held in a central place. As a result all members of your team have easy access to this information regardless of their physical location, no duplication of detail with quick access to data without the need to move information from department A to department B or trouble colleagues for their assistance.

A successful CRM system can help optimise your lead management. This means you can channel your efforts accordingly and maximise both profit and economy. The 360 degree overview means that you can effectively track what your business is doing.

Cloud based CRM means that upgrades happen without you needing to install or manage any new software or hardware. The transitions take place without you having to do anything.

Its really hard to explain what CRM can do for you, there really is so much! A CRM system has huge potential for your business. CRM does not have to be complex. With some kick start training and regular use CRM will become a central driving force for your business and you will wonder how you managed without it!

Take a look around at what we do here at OpenCRM. Consider how you might best use the resources available here to help you implement your goals.

Remember, no pushy sales people just a team of dedicated professionals that genuinely want to help.