» Selling customer service

 

Rather then continue on with old processes for customer telemarketing and direct mail and seeing mediocre results, there are great opportunities to see incredible growth and success. One area in particular where a lot of companies struggle has to do with information sharing and communication between those working in the home office versus those out in the field. However, a number of tools are now on the market that has bridged this gap.

Take FieldPower combined with Microsoft Dynamics CRM as a great example. With this, outstanding opportunities are waiting to create a more cohesive team, specific to Sales / customer relationship management, and selling customer service. The following are just a few solutions benefited:

• Selling Customer Service – By making information available regarding current and past activity for a customer to people on the inside, as well as those in the field, allows everyone a chance to better address issues that might arise. For instance, if a customer were to approach someone in the field, rather than waiting to make a phone call or taking days to gather information, the employee could simply log onto the company’s intranet and within minutes, have answers. When a company can equipment staff in the field with not only current information but also specific data pertaining to special offers, price reductions, or shipping data, they are given an edge to selling customer service and securing a deal that might otherwise been lost.

• Performance – Then, the right tool can also be directly responsible for higher performance for internal operations, as well as members in the field. In this case, issues could easily and quickly be identified so an intervention could take place before a serious problem develops. This means rather than cleaning up a mess after the fact with an unhappy customer, no problem ever had time to develop. Ultimately, this results in better service out in the field, a higher level of maintenance, and even more sales.

• Profitable Markets – One other aspect where a tool such as CRM could benefit customer relationship management teams is in the area of new and profitable markets. For instance, when employees can gain a better understanding of the type of service and/or product the customer needs, as well as information for delivery and price, then there is a substantial opportunity to for selling customer service and closing a sale.

Every company has one goal – keep customers happy. Without customers – there is no company. Therefore, it is imperative that internal operations and field service staff work closely as a solid team to make sure this happens. However, unless the employees are empowered with the right tools for selling customer service, it is a near impossible feat. Of course, employees want to do well. After all, the better they do the more the company grows, which in turns creates more opportunity and financial growth for them. Therefore, if the company can provide the tools to make this happen, everyone wins, most importantly the customer.

The great thing about combining the Fieldpower and Microsoft solutions is that they complement each other can be designed and customized for a specific company. This means whatever the requirements or goals of an organization, the tool would fit perfectly. Then, with very little maintenance and short learning time, all employees can soon be working from the same platform to get the business moving fast forward. When it comes to sales / customer relationship management, as well as all other aspects of an organization, this single tool is one of the wisest additions that could be made.