CRM Supporting Technology: The Importance of Business Integration
CRM Requires Technology So That The System Runs Maximum
CRM support technology plays an important role in every aspect of the business world. Technology has changed the way companies communicate with customers. With technology, communication between companies and customers becomes easier and faster. This can help improve the overall customer experience .
Building good communication with the company is important for customers so that their needs can be met. In contrast, for companies, technology helps understand customers. The use of technology in communication is the fastest way to find out the latest trends.
How can CRM support technologies help companies?
Technology integration has many implications for making CRM even better. Supporting technology acts as a CRM ( customer relationship management ) partner to meet customer needs. The existence of CRM supporting technology helps companies in:
• Understanding customer needs
CRM supporting technologies help company and customer relationships become more meaningful. Companies are becoming more aware of customer satisfaction with the products and services they offer. This will make it easier for companies to find the best strategy to satisfy customers.
• Helping companies to stay updated about ongoing trends
Companies are becoming more creative in finding loopholes in order to excel from competitors and win the competition in the market.
• Provides success and productivity in business
Technology integration with CRM applications can lead to a more successful and productive business. This of course will have an impact on increasing sales and obtaining profits for the company.
What are the supporting technologies for CRM?
Internet-based technologies have a tremendous impact on CRM or customer relationship management systems. In many ways, technology helps streamline many processes in CRM as well as save CRM costs.
The following are some of the CRM support technologies that play a role in CRM success:
1. Email
One of the CRM supporting technologies in customer service development using the internet is the use of e-mail. The company's website usually includes a telephone number and email address as a means for customers to be able to communicate.
Email can also be used to automate the provision of information to customers regarding transaction status, both delivery information and insurance claims. This technology helps customers to stay updated on every thing that is going on.
2. Mobile
Just like email automation, mobile telephones are also used to provide information to customers regarding transaction progress via short message service (SMS). However, this function is rarely used because it is less effective.
3. Messaging app
This is the technology that is currently most widely used by businesses as a CRM supporting technology. Message applications or messaging applications have helped businesses improve interactions with customers and customer service. This technology can be used only by downloading the application for free and using the internet.
One of the most widely used messaging applications as CRM support technology is WhatsApp. In fact, now the term WhatsApp CRM appears. This is not surprising considering the integration of WhatsApp with CRM which really helps businesses in many ways. Several Indonesian CRM system software providers have integrated their CRM system technology with WhatsApp, one of which is Qontak.com.
WhatsApp developed its features by releasing a special version for business, namely WhatsApp for Business. WhatsApp for Business itself has 2 types, namely the usual WhatsApp Business and WhatsApp Business Official or WhatsApp API. Both have their own features that can be adjusted according to your business needs.
4. Call center
Many CRM systems are also integrated with VoIP contact center technology. VoIP or Voice over Internet Protocol technology means making voice calls over the internet.
One way to improve customer service is to improve call center and call service services . With this technology, handling customer complaints by the call center becomes easier. VoIP technology allows phone calls to be made to any call center without worrying about fees.