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Impel CRM2 Blog - the Mobile Cloud for Business

My sales manager used to tell me “you can sell anything to anyone on Diwali”. He got sacked because he wasn’t managing sales activity the rest of the year.

Sales Activity Planning

Managing sales activity is all about the rest of the year.  Successful sales activity management is not just about keeping your sales team accountable.  It’s about enabling them to focus on customers, sales targets and profitability.  If you find yourself supplementing your CRM tool with multiple spreadsheets or spending hours encouraging your sales team to use your CRM, it’s just not doing its job. Leaving you not able to do yours – manage its results.

When it comes down to it, Sales results are predictable and historical.  A well performing sales professional will know, within a market, how many leads it takes to achieve five introductions and how many introductions will lead to a sale.  Similarly how many cold calls to a gatekeeper will have similar results and, as he gets closer to a result, what to do next.  And it’s not because he is smooth or so friendly it’s obnoxious.  It’s because a successful sales professional is managing his activity.  He knows his pipeline and manages it to the numbers, using the tools his company enables him with, to be a part of its success.

To make your entire sales team successful, your sales force automation tool needs to be quick and easy to effectively manage sales activity.  Detailed but not painstaking.  Intuitive but not thoughtless.  You don’t want your high energy sales team stuck in an office entering data onto a generic multi-tab form designed to be user friendly by having instruction pop-ups respond to the click of a “?”.  That tool needs to enable your sales team to develop their sales pipeline in an environment where customer information can be captured without effort and utilized effectively throughout the sales process.

Invite your sales team to be a part of a fast moving, high energy culture with a CRM tool that pushes them to engage and provide them with results from their own activity.  A tool customized to your business with a responsive support team that will manage your sales activity to produce your desired results.

Turn those leads to sales with a CRM tool customized to your business. Contact us.

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Customer relationship management (CRM) solutions need an informed and strategic approach that is unique to your sales team. CRM does not rely on cookie-cutter categories that any business can implement. No matter which CRM system you choose, it will only produce benefits for your business if you are willing to spend the time to input valuable data and your sales force will use. Do not expect CRM to work while you sit back with a cappuccino and hope for the sales to come pouring in. CRM systems rely on your specific requirements and are as diverse as each of your sales agents.

Sales Force Automation with a CRM System That Caters to Your Salespeople

Although the basis of CRM is to meet customer’s needs, don’t let your sales agents satisfaction come in second. There is no point in incorporating CRM software into your business, if your sales people won’t use it. Sales force automation is a major factor in business success and has the most direct impact on revenue.

Many of your salespeople may be set in their ways, using the same sales strategies for years. It may be difficult to get them to change from their set routine, so you have to do some convincing to get them to embrace a CRM system. When you choose your CRM software, consider if it is suitable to your sales force. Explain every facet of the software to your sales team, whether field sales, inside sales or sales administrators and how the CRM system will benefit them. As with most people, you need to let your sales team know what’s in it for them. Make sure they understand the advantages to CRM and that it is not just a way for the company to control them. Your sales team needs to see CRM as made for them.

CRM Solutions for Your Sales Force

When it comes time for you to convince your salespeople to implement the CRM system, discuss the ways that CRM brings in more sales. Every sales agent wants quality leads that will result in more sales. Let them know that CRM software will decrease the time they need to spend on endless paperwork, which gives them more time to follow up on leads. With more time for selling, your salespeople will strengthen their leads, ending with increased sales. CRM is a win-win situation for your sales force and your customers.

Contact us at PK4 Software Technologies Pvt. Ltd. for a CRM software solution, customized with your sales team in mind.

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You are a customer.  You need help.  What do you do?  You can:

  • Call the customer support telephone number.
  • Click on the web chat link to discuss the issue.
  • Open a window and scream at the top of your voice “I’m mad as hell, and I’m not going to take this anymore!

Everyone becomes frustrated from time to time.  It can be especially disturbing when the answers to your questions must come from outside of yourself.  You may be perfectly comfortable in deciding whether you prefer roast beef or steak at your favorite carvery, but you may be clueless about whether an order may require separate invoices, or where in God’s creation is that bloody shipment!

Let’s face it.  Sometimes we need help. Real help.  We can’t be like the man who is too proud to ask directions, and when he does he is just told by the shop owner to “go straight until blah blah blah.”  (Translation:  “Stay on this road until you are out of my sight and then ask someone else.”)  No, sometimes we need qualified help, and we need it now!

Now put yourself in the place of your customer.  What support does your customer need, and how can you provide it?  Customer Relationship Management (CRM) is a model for managing the important interactions between an organization and its customers.  A major focus of CRM systems is the timely support of customers in their hour of need.  When questions arise, when problems occur, when your customer needs help, do you have a solution in place that will quickly and efficiently meet their needs? Do you have an effective customer support system?

Impel CRM is a market leader in Cloud+Mobile business solutions for non-Western geographies.  Contact us to see how we can help you help your customer.

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Implementing CRM successfully.

March 6th, 2014 by Surekha Shetty

Yesterday, I read a very interesting article titled “Why all these CRMs are terrible for your business”. The article listed every CRM provider from Salesforce, SAP and Oracle to Zoho and Sage. The author’s premise was that while each of theses providers had good software, the issue was that the CRM for the most part was not implemented correctly for the buyer.

That set me thinking on what MUST be done to enable successful CRM implementations. So here’s a set of thoughts on the issues that must be followed through to ensure that your CRM  is used correctly and is successful for your business.

Successful CRM implementations

  • Clearly define the problem that you want solved.
    • Articulate the problem definition with your team
    • Get inputs from the team and visualize what you want achieved
    • Map out your business process clearly
    • CRM is a business issue, not a technology implementation. The business team needs to be involved
    • Set up a reasonable time-frame within which you want the system implemented.
  • WIIFM
    • The biggest challenge for CRM implementations is lack of usage. Ensure that your team is on board. Answer the What’s In It For Me question clearly
    • Emphasize features that will be of benefit to the team such as reminders, integrated views of customers, templates for repetitive tasks, email integration, faster expense reimbursements
    • Ensure that you have management support for the implementation and that it is clearly visible to all the stake holders.
  • The Implementation
    • Migrate existing data that’s scattered across different people’s Excel sheets to the CRM system
    • Ensure that you clean up the data on Excel before moving it to CRM. Remember Garbage In Garbage Out.
    • Pilot to a small team and work out the kinks
    • Ensure that YOUR process and terminology is reflected in the CRM
    • Get best practices from your high performers modeled in the system
    • Ensure that a set of  good reports are properly configured and automatically delivered to senior managers
    • Ensure that automatic reminders and alerts are set up for your team so that they are reminded of important meetings and tasks
    • Get alerts set up to escalate issues to managers.
  • CRM usage
    • Launch the system with fanfare
    • Have an initial training session, where you tell the team what to track and how to do it
    • Send out reminder mails to your team during the first few months to ensure that they are using the system
    • After a month, repeat the training and answer questions
    • Ask one of the more advanced users on your team to be a mentor to the rest of the team
    • Don’t accept excuses for non-usage
    • Offer verbal encouragement or a small gift for consistent usage.

Follow through on these simple steps for a successful CRM implementation. Do get back to me with any additional thoughts you may have on this issue.

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Simple tweaks to gain big with Impel.

February 17th, 2014 by Surekha Shetty

All of us at Impel get very excited when we add a new customer. One of the things that our Customer Engagement team looks out for in the first few weeks is to see how users work with Impel. We use a variety of screen sharing technologies to do this, so we can watch how users interact with Impel.

Recently, one of our Customer Engagement people noticed that users at a new customer were taking a very long time to add trouble tickets. There was a huge volume of calls and emails coming in and users were struggling to cope with the volume.

When the engagement had started, we had been given a set of fields that the customer wanted to track on the tickets. And a basic process that they wanted followed. As our Customer Engagement person now watched, she realized that there were a lot of fields that were not being used at all, that fields were not set up in the order that the users were getting the data in and several other glitches that we could easily remedy in Impel.

So here’s what she did to fix the issues that we noticed:

  • She spoke to the customer point of contact and got him to agree to a set of absolutely essential fields
  • She then changed the ticket add and view pages to reflect this set of fields
  • She added other sections to the screens where the other non-necessary fields were moved to
  • She changed several fields that had a standard set of data to combo fields, so that the users could just choose the data, instead of having to key it in each time
  • There were two groups of users who handled different types of cases. She changed the screen layouts of the second group to reflect the fields that they needed
  • She set up data views (lists of tickets) to give each group access to those tickets that they needed to work on
  • She enabled a workflow alert such that the customer contact raising the ticket, would get an email alert every-time the ticket status was changed by the user
  • She used a simple administrative function to copy the layouts that she had changed for one user in each group to all the users.

All of this took about 3 hours of work on our part. But for each of our customer’s users, time per ticket reduced by over 50%. The thanks that we got was effusive.

That’s what we aim to do with Impel -not just solve a customer issue, but delight them in the process.

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