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Deliver Ultimate CX with Best-in-Class Customer Service
- 1. How to compete with best-in-class companies and deliver the ultimate customer experience
- 2. #InspireTour Topics • Today’s business goals • Trends impacting customer service • Top performers- what is different? • Sage solutions: ˗ Leveraging Sage ERP data ˗ Sage solutions This image cannot currently be displayed.
- 3. Today’s SMB’s top two goals: Grow. Customer service.
- 6. #InspireTour Excellence in customer service matters. • Customer retention • Customer referral • Customer expansion
- 7. #InspireTour Customer expectations are higher.
- 8. #InspireTour Workers and customers are on mobile devices. Mobile devices have a positive affect on customer service Mobile technology has helped bring more work Mobile devices supplied to employees 50% 70% 21%
- 9. #InspireTour People want mobile, quick access, and more tools.
- 11. #InspireTour Best-in-class performers 86% in first contact resolution (46% industry average) 75% customer retention (22-44% industry average) 11.4% year-over-year improvement in customer satisfaction rate 6.7% year-over-year increase in revenue per customer Aberdeen Group 04/2014
- 12. #InspireTour Best in class anticipate the customer across marketing, sales, and customer service. Customer activities – Understand the customer – Engage the customer – Respond quickly Technology – Use social media – Offer online service – Work with centralized data – Actively use CRM Aberdeen Group 04/2014
- 13. #InspireTour Active use of CRM makes a significant difference to company performance. “If we look at best in class, their platform of choice is clearly the CRM, with 94% of top performers indicating it as the most vital customer data storage location.”
- 14. #InspireTour What is CRM? • Business executives: managing business performance • Customer service: supporting customers and building relationships • Marketing: developing and managing the best programs • Sales: managing the right interactions during buyer’s journey • Operations: centralizing cross- departmental actions Customer relationship management At the center is the customer
- 15. #InspireTour CRM for customer service What it does: Management of customer cases: • Calls, follow ups, escalations with notification alerts for major issues, and approvals Centralized knowledgebase Management of overall service: • Analyze calls, volumes, and areas of concern
- 16. #InspireTour CRM for marketing What it does: Campaign management: • Templates, emails, mailing lists, leads Analysis of campaigns: • Best sources and responses Integration into sales activities: • Handoff to sales in workflow Identify the best customers to sell: • Criteria ratings, transaction history, create follow-up lists
- 17. #InspireTour CRM for sales What it does: Manage sales activities: • Pipeline, assignments to right people, forecasting and reports • Calls, follow ups, emails, quotes, orders, closes, follow up Lead management: • Identification of top leads and not Calendars: • Appointments in one place, tied to activities with reminders Sales are kept informed on customer activities
- 18. #InspireTour Best in class anticipate the customer across marketing, sales and customer service. Customer activities • Understand the customer • Engage the customer • Respond quickly Technology • Use social media • Offer online service • Work with centralized data • Actively use CRM Aberdeen Group 04/2014
- 19. #InspireTour Mobility, online service, social media use are common in customer service everywhere.
- 20. #InspireTour New solutions should help understand, engage the customer easily, and respond quickly.
- 21. #InspireTour • contact info • email lists • websites • events • leads • closes • invoices • orders • credit • licenses • cases • orders • events • training
- 22. #InspireTour
- 23. #InspireTour
- 24. Sage solutions for customer service
- 27. #InspireTour Sage Mobile Sales: Give your salespeople the information they need. Access past quotes and orders, customer contact details, and sales history.
- 28. #InspireTour Sage Mobile Sales: Present a visual catalog. Use multiple images to bring your products to life and offer “add-on,” “accessory,” and “substitution” products.
- 29. #InspireTour Close more business with Sage Mobile Sales. Place quotes and orders, take payment, and invoice using Sage Billing and Payment.
- 30. #InspireTour Sage Billing and Payment 30 • Email, mail invoices • Customer can click to pay • Track invoices still unpaid
- 33. #InspireTour “Front-end” to “back-end” office integration Integrated one-screen views: • Orders • Invoices • Shipments • Credit limits Customer insights– voice of customer understood Cross-departmental communications and activities Better accountability
- 34. #InspireTour How much time does it take? • Verify credit terms • Verify available credit • Verify credit hold • Sales order history • Quote history • Inventory availability • Product/item pricing • Credit application • Customer history • Cross-departmental customer actions
- 35. #InspireTour Easy-to-see needed customer activities
- 36. #InspireTour Optimized views for mobile service
- 37. #InspireTour Sage CRM on smart phones Opening up a specific company case Customer case reports
- 38. #InspireTour Social media integrated with Sage CRM Customer’s Twitter account (example shows Sage)
- 40. #InspireTour Moving ahead with service excellence
- 41. #InspireTour Next steps? Bill Levesque Strategic Account Manager William.Levesque@sage.com Phone: 678-805-5968
- 42. Thank you!