Identifying, winning and keeping customers are the key challenges for successful businesses that want to grow, profitably. For those who want to adopt technology-enabled solutions to enable their relationships with customers, the challenge soon becomes one of how to harmonise their systems and processes to achieve their goals.
DoSo understands this challenge and has the capability to define, develop, integrate and support all your CRM solutions in stages, which ensure a rapid and measurable ROI.
Customer care
One advantage large companies have over smaller firms is in customer relationship management (CRM). Large companies are able to marshal the storage and information-gathering resources needed to provide a single view of all customer information. For instance, call centre employees in many larger companies can access a customer email complaint for improved phone support. SMBs need to provide better customer care to compete; after all, personalized care has always been a selling point for smaller companies. By gathering the storage and software resources to support advanced CRM, SMBs can also achieve faster response times, improved tracking, and better data analysis.
Call Centre
Most contact centres are transaction-based, routing specific customer calls to specialised agents. But if the customer has a second question outside the skills set of the agent, they are typically routed somewhere else within the organisation. To compete effectively, organizations need a CRM solution that centralizes all information pertaining to customers, products, sales and marketing campaigns in a central CRM repository with links to all required support information in knowledge bases and legacy applications.
As a result, empowered employees anywhere in the organisation can function as an informed contact agent - assisting with inbound or outbound communications from customers, partners or prospects.
Our CRM Solutions can serve as powerful tools for leveraging resources; strengthen relationships, reducing operational overhead and increasing sales. By creating an intelligent multi- channel contact centre, in turn converting your reactive, transaction-based contact centre into a relationship-building and profile resource.
Customer Service
Sales and Marketing deliver customers to your business, but your Customer Service department plays a vital role in developing the relationships that create customer loyalty and generate repeat sales from these customers.
With the costs of acquiring customers seven times higher than retaining them, solutions must be designed to help your personnel build one-on-one relationships to retain, understand and obtain new customers.
Customer Service also now needs to play a lead role in gathering needs-based data from customers in order to guide product development and demonstrate your organization is listening. Knowing customer's preferred method of contact and interests, provides a unique differentiator in competitive markets.
