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CRM presentation
- 1. Customer Relations Management (CRM) Inefficiency Conquered? Presented by Christopher Mondor, St. Petersburg College
- 2. The Situation • INCREASING CALL TRAFFIC • TOO MANY EXTERNAL NUMBERS TO TRACK • STUDENT SUPPORT IS BECOMING DIFFICULT • STUDENT EXPERIENCE IS SUFFERING • CURRENT PAPER SOLUTION IS NOT SCALABLE
- 4. The Opportunity • THE CURRENT SITUATION • Unreliable Customer Callbacks • Customer Service Suffering • Trouble Tracking Student Issues • KEY SUCCESS FACTORS • Limited Cost • Ease of Use / Adoption • Analytics • SOLUTIONS • Open Source CRM • Paid CRM Solution
- 5. Open Source CRM’s - Suite CRM - Odoo CRM - Antiel CRM - Perfex CRM Advantages No cost Flexible Lots of ‘Open’ Support Many options Disadvantages No guaranteed support Fewer functions Employee managed Lacking aesthetics
- 6. Paid CRM Solutions - HubSpot CRM - Zoho CRM - Insightly CRM - Salesforce CRM
- 7. Benefits and Risks Benefits of Adopting a CRM • Increased Customer Satisfaction • Reduced operating costs • Return customers / Increased confidence • Consolidated source of customer information • Analytical information and data collection Risks in NOT adopting a CRM • Reduced customer retention • Increased redundant staff work • Confused customers and staff • Lack of singular company entity to consumers
- 8. Where to Next? The Final Recommendation Adopt an open-source CRM. The company budget aspect makes open source CRM’s more reasonable. Open Source CRM’s have a large amount of usability and flexibility. There are huge forums on many open sourced CRM’s. Due to the growth of the business it would not be cost effective to remain tracking students using paper when free options are available and more efficent
- 9. References H. (n.d.). Close More Deals withLess Work. Retrieved April 18, 2018, from https://www.hubspot.com/crm/ CRM that helps you sell smarter, better, faster. (n.d.). Retrieved April 18, 2018, from https://www.zoho.com/crm/ Insightly CRM. (n.d.). Retrieved April 18, 2018, from https://www.insightly.com Leveraging Technology for Solid Returns. (n.d.). Retrieved April 18, 2018, from http://www.anteil.com/ Manage Customers, Projects, and Create Invoices in the Cloud. (n.d.). Retrieved April 18, 2018, from https://www.perfexcrm.com/ Odoo CRM. (n.d.). Retrieved April 18, 2018, from https://www.odoo.com/page/crm SuiteCRM, Open Source CRM for the world. (n.d.). Retrieved April 18, 2018, from https://suitecrm.com/ Morochove, R. (2010, July 01). The Benefits of Using CRM Software. Retrieved April 18, 2018, from https://www.allbusiness.com/the-benefits-of-using-crm-software- 7398840-1.html
Editor's Notes
- Hello Everyone, thank you for making it to my meeting. My name is Christopher Mondor. I would like to speak with you for a few minutes regarding Customer Relations Management or CRM’s at the Contractors Institute of Hudson, Florida. If anyone has any questions, feel free to chime in at anytime.
- I would like to start with the current situation at the Contractors Institute. The company has experienced organic growth over the past several years and has obtained many different phone numbers for the business and the subsidiary businesses that are owned by the Institute. I apologize but some of the information is redacted at the companies discretion. As you can see by the diagrams to the side, there are huge amounts of calls both incoming and outgoing from the company. This call amount has more than doubled within the past 2 years according to staff. The company recently introduced a hosted voice over internet system that does not include a CRM. Prior to the VOIP implementation, staff were not even able to track the records I have provided in this slide. The organic growth I mentioned has led to a need for what most service companies already have, a CRM.
- A Customer Relations Management system or CRM can be open source or paid. CRM’s are specifically designed to manage organizational relationships with individuals. Features that a typical CRM includes are: Managing customer contacts ,Managing staff notes on customers ,Recording Service Issues ,Managing Marketing Campaigns , and Logging customer issues. CRMs provide a method for retaining customers by giving the customer a more personal relationship with the company. The Contractors Institute deals with Contractors primarily. This clientele is not the most technically savvy so it is important for them to feel like they are speaking with an individual instead of a company. CRM’s provide the optimal way to give this benefit.
- The situation at the Contractors Institute is fairly hectic currently. My evaluation has shown me that staff take notes on random slips of paper which ‘disappear’ and are lost. Unreliable customer service is the logical result. Staff are having difficulty tracking issues and are receiving multiple different answers from different staff members each time they call. The opportunity here is to mitigate all of these issues by putting in place a limited cost, easy to use CRM that can provide basic analytics. Our two main options become Open-Source CRM’s or a Paid CRM. Each have their benefits and drawbacks.
- Open Source CRM’s are free and any business can use one without fear of being charged. These CRMs can be adapted to almost any company situation. They are set up in-house and the only cost involved is time cost for the employee’s setting it up and managing it. Many different platforms are available so businesses have many choices. I have listed a few of the more popular open CRM’s. While an Open Source CRM may seem ideal, they do have their flaws. While open source CRM’s often have huge user forums for every conceivable problem, there is no guaranteed support or way to just pick up the phone and have someone solve the problem for you. Many open sourced platforms are not as polished as premium services and while they perform the same services, this is a concern for more aesthetically minded individuals.
- I would like to start the paid CRM portion with a short video from Hubspot that highlights some of the advantages of their particular CRM. Most of the paid CRM solutions have similar functionality as the one in this video and this is a good demonstration of a top tier CRM’s capabilities. All of the paid CRM’s vary in price and can be priced per seat or on an enterprise level. Pricing per seat is more common with Salesforce being on the higher end of the price range, costing $300 per month per user for their “Lightning Unlimited” product.
- Having evaluated the current, paper and pen method of tracking student issues and support, I believe the primary risks involved are in not incorporating a CRM. Customer retention is the Contractors Institutes bread and butter and any customer lost is value lost to the company. Customer satisfaction can only improve from the low position it is at right now. Less callbacks means less time on the phones and increased efficiency. Staff would be entering information into one consolidated location and reducing errors and customer frustration as well. Analytical data can be pulled from the CRM system and used by management to track customer engagement and employee phone behaviors. Overall there is only one solution that I feel is feasible for the Contractors Institute
- The contractors institute should adopt an open source CRM solution as soon as possible. The risks involved are almost negligible compared to the current situation. Adopting an open source CRM would provide many different solutions in regards to customer service and there are many platforms to choose from. CRM’s are cost effective even when they are the paid version and a free CRM only has the setup and maintenance cost to take into consideration. Keeping all of the facts of this presentation in mind, I can only recommend an Open sourced CRM solution for the Contractors Institute.
- Here are references for anyone interested.
- Here are references for anyone interested.