Today’s post is not going to be about how challenging life just got for me. Instead I want to highlight a good experience on how effective use of software can help organizations provide good and better customer service for their existing and potential clients.
This is what happened. As my wife was about to deliver our baby, I decided to call and inform the centre that provides confinement helpers to be prepared in two days time.
Since I didn’t have the centre’s land line number, I called the sales person that we earlier dealt with.
It rang for a while and the sales person did not pick up. I hung up and within 30 seconds I got a call back from a land line number.
I picked up and someone said… Hi Mr. Lee, is your wife Alice delivering soon?
I was quite surprised and happy to know that she knows exactly what’s going on. After I gave her some details and the phone conversation ended, I thought to myself, how does she know me and have my details?
Then I remembered that when my wife signed up for a confinement helper about 5 months ago, she filled up some forms.
The good thing is that this organization has entered all the details into some sort of contact management software which allows their sales persons to search by entering my phone number and immediately access all information related to my wife and I.
I found this experience really neat and satisfying.
Now imagine if your sales people are always out there meeting new clients and giving out name cards. If someone they met about a year ago calls them and that person’s phone number is not saved into the cell phone, would they have a way to identify the caller?
With the help of an effective contact / customer management software, sales people can easily get online, do a quick search and find out who just called, then call the client back by referring to his / her first name.
Which do you think is better when your sales person returns a call to a potential client?
- Hello, Mr Lee from Wareprise.com. How have you been? OR
- Hi! I just got a miss call from your number. May I know who you are and where you’re from?
I’m pretty sure the person receiving the call would appreciate the first greeting.
If you have several sales persons in within your organization, I would recommend a web based contact management software for people to easily access the system simultaneously.
The following are a few web based systems for all your web based contact management needs:
FreeCRM is a web based SaaS app for sales force automation and customer relationship management.
Some key features of FreeCRM are sales and contact management, sales pipeline management and forecasting, contact and lead tracking, customer service and business management.
I have tested the free edition of FreeCRM by entering several contacts followed by searching for their specific phone numbers. Indeed the contact details with the matching phone number was displayed accurately.
SugarCRM Community Edition is an open source CRM software developed on PHP and MySQL platform.
Organizations can deploy and host this web based CRM software within their office environment and create as many users as they like.
SugarCRM’s advanced search feature also allows phone numbers to be easily searched upon.
Salesforce.com’s Contact Manager Edition (CME) allows organizations to manage customers and business contact information via a web based cloud computing platform hosted by Salesforce.com.
Besides contacts, customer and sales management capability, CME has the ability to integrate with many other systems such as Outlook, Gmail, Yahoo!, Google Apps.
Although this SaaS based contact management software comes at a price of $5 user / month, I find the user interface very easy to use and works flawlessly.
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Hope this list helps. Enjoy!