[Video] Updated email campaign app in Soffront Small Business CRM

Recently, we released a refresh for the email campaign app in our Small Business CRM. Here’s a video showing off the new features.

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Guess who won Customer Magazine’s 2013 CRM Excellence Award

Every year, Customer Magazine gives out the prestigious CRM Excellence Award to CRM_Excellence_2013_SMALLCRM vendors on the basis of their product’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer. We are named the winner for 2013. Without sounding cliche, we are honored to win this prestigious award.

We are recognized for delivering measurable business improvements to Imagetek Inc., a national leader in the enterprise content management (ECM) and business process automation industry.  Using Soffront’s Enterprise CRM, Imagetek was able to integrate all departments and attain automated 360-degree view of clients.

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Four Proven Benefits of Integrating CRM and Knowledge Management

Combining knowledge management with CRM is always a smart choice. A truly integrated system that leverages customer intelligence with organizational knowledge leads to sustainable competitive advantage.

Questions and Answers signpostAccomplish increased productivity. While responding to customer requests in CRM, your employees can have access to commonly asked answers and company information directly from your knowledge management system. This eliminates research time, conferencing with other employees and switching between applications while customers wait.

Reduce redundant tasks. In your CRM system, your cases can be updated with information learned during each resolution, and solutions to repetitive issues can be converted into articles in your company’s knowledge base.

Improve customer satisfaction. Customers visiting your company’s web site can find self-service capabilities through a search of your knowledge management system or through interacting with online FAQs that narrow down their problems to an appropriate response. Customers who can’t find resolutions or answers this way can be quickly routed to a live agent. New cases can be automatically generated by the system to alert your agents.

Increase effectiveness. With reports that provide a clear measurement of effectiveness, you will be able to keep complete track of how many calls, emails and questions have been resolved with solutions from the knowledge base and which issues are most active and repetitive. This form of real-time accountability gives you the power to respond to customer needs, build knowledge where it is appropriate, and track the effectiveness and  productivity of customer facing employees.

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What Everybody Ought to Know About Customer Self Service

Studies indicate that self-service can reduce your support costs by up to 70% and yet provide value to both your business and your customers. A 24×7 online self-service solution will lower your support calls, emails, and routine repetitive questions. This frees up your support staff to focus only on cases that needs human assistance. A well maintained and up to date knowledge base provides your support staff easy access to answers which are consistent for everyone. Your knowledge base can also be leveraged as a training tool for new employees getting them up to speed quickly and also to preserve your company’s knowledge when an experienced employee leaves.

Engage and include your customers
In a recovering economy, it usually takes more time, money, and hard work to get new customers, and it’s important to hold on to the customers you already have. An easy-to-use and well maintained self service portal will offer convenience, timely and relevant information, and overall a better experience for your customers. Use analytics and reports to measure customer loyalty and behavior and gather feedback from integrated surveys. A self-service solution can increase your transparency and maintain your customer’s trust.

Generate more revenues
An often overlooked benefit of self-service is its ability to generate revenues. A self-service solution with analytics and reporting capabilities can give you crucial insights into your customer behavior resulting in up-sell or cross-sell opportunities. By reducing incoming calls and emails, it frees your support staff to take on revenue generating activities or more complex tasks.

Provide a multi-channel experience
Today’s self-service solutions have evolved from being simple knowledge base searches and online FAQs. Customers expect fast resolutions and expect it from different sources and multiple service channels. Effective self-service includes knowledge base with intelligent searches, interactive answers, social media support,  feedbacks, live chat, targeted downloads, email escalation, diagnostic tools, etc.  A flexible set of access methods helps your customers find information based on their preference. In a successful self-service offering, different channels work seamlessly with each other and yet provide quality and relevant information which can be easily accessed.

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Integrating Customer Service and Engineering – Seven Key Benefits

Effective customer service keeps customers happy and improves your ability to keep them as a customer. In today’s fast moving business environment it is important to provide customers with timely support when problems occur.

You may be solving customer problems with known or researched iStock_000019212970XSmallsolutions. Some problems, though, cannot be resolved in this way. These problems involve the design of your product or software. Many companies today use defect track applications to help them track and manage these issues. These same systems can also help them manage feature and enhancement requests, and help plan and document product releases.

Frequently the customer service and the defect tracking applications are separate pieces of software. Usually they do not talk to one another. So when a support problem needs to be reported to engineering, first the support agent needs to document the problem, and then the engineer has to duplicate this data into the defect tracking system. And the engineer may not have access to all the information collected by customer service, and may have to retrace steps already taken by the support agent. Companies who get the best results from their customer service and defect tracking applications are those who use integrated systems. Maintaining two different applications has many costs and issues.

Here are seven reasons to integrate customer service and defect tracking:

  • Customer defects are identified and resolved faster.
  • The cost of collecting defect data is greatly reduced.
  • Development and QA engineers spend more time working on issues and less time collecting information about bugs and defects.
  • When the defect is resolved, customers are notified more rapidly.
  • Customer support agents’ time is better used leading to better productivity.
  • Customer support and development use a common language and terminology, which makes their communication more effective.
  • Comprehensive reporting and analysis of customer-related defects is now possible.
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Three Tips for Short-listing SMB CRM Vendors

small-business-crm

Small to medium sized (SMB) companies have many choices of CRM software options, yet choosing a solution that actually meets their needs is a tremendous challenge. SMB have needs that are as great as any large company but often do not possess the financial resources. Enterprise CRM solutions are far too expensive and complex for SMB companies. If you are looking for a SMB CRM software, here are three tips to short-list vendors.

Demand stability and experience in the SMB Market

Make certain the CRM you are considering is from a vendor experienced in the SMB market. Select a vendor who understands SMB challenges and has done measurably successful implementations for companies in this market. That experience can make a difference between success and failure of your CRM initiative. Be sure to ask for references and talk to their customers.

Watch pricing and scalability

Many large enterprise vendors are entering the SMB market with a watered down version of their product in an attempt to match pricing points. Users have discovered too late that to get all the functionality they need, the cost per user skyrockets well beyond the initial budget considerations.

On the other hand, vendors that have focused on the smaller businesses are trying to serve the SMB with a less scalable version. They primarily offers ‘contact management systems’ which are too small for company-wide implementations and can’t offer robust system insights into a 360-view of the customer. They cannot match the needs of selling into larger accounts either.

Look for a CRM solution that is built specifically for the SMB market, and yet offers the rich capabilities that are typically found in enterprise CRM solutions.

Look for ease of integration

Some CRM systems are good for one business unit but have little capability for another. As a result, some companies have two systems – one for business units like marketing and sales and another for customer support – which aren’t well integrated.

Look for systems that can provide a solution that is well integrated and equally strong across a company wide initiative. Avoid the need to purchase expensive add‐on modules or applications as use of CRM grows. Plus built‐in integration with back office applications such as Intuit QuickBooks may be useful. Compatibility with Outlook or Google Apps is another feature to consider.

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Customer Best Practice Series: Actsoft Inc.

We love to hear from our customers. In this video, Scotty Hall and Addison Largent from Actsoft Inc., talk about how Actsoft is growing and doubling productivity using Soffront CRM.


To find out how we can help you similarly in your organization, call us at 1-800-SOFFRONT or email us at marketing@soffront.com.

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