Thursday, April 5, 2018

Best Email management tool that isn’t bloated to CRM System

      When your customer records are in a CRM, and emails are stored in a mail client, what your sales reps eventually get is a messy and fragmented system that gives absolutely no context about a customer’s needs at all.
The email management system in Sales Mantra gives you one place to access all your sales interactions, eliminating the need to switch between applications. By connecting your mailbox, the CRM filters out only your relevant customer emails and associates it with the lead or contact along with attachments, if any. You can also send emails either from your mail client or from Sales Mantra and find the emails in the Sent folder of both apps. The email management tool also has email tracking that tells you who has opened and clicked the link on your email, when and how many times. Swiftly shoot out emails, receive emails and send emails in bulk to a larger group of customers, all from Sales Mantra.
Types of Email Management Software
There are two major types:
Desktop email clients like Microsoft Outlook and Mozilla Thunderbird offer a list of sophisticated features including WYSIWYG editors for composing messages and anti-spam and anti-phishing security.
Online email services, called webmail, also offer the same features as desktop email software. Popular online email services are Gmail and Yahoo! Mail.
I recommend you to check Sales Mantra CRM; this tool has a powerful marketing tool-kit. Sales Mantra CRM software provides your business with the tools to streamline your marketing process workflow and create customer-centered campaigns that work. Turn every email into a unique offer. Show customers that you really know what they want even before they do. Let your messages stand out and invoke replies:
Carry out email campaigns
Reach out to hundreds of leads and clients with a single email using the mass mailing option. Build a mailing list using the client data from any Folder and send personalized messages for better engagement. You can track who has checked your marketing pitch using the open tracking and build reports to analyze the efficiency of a campaign.

Segment your leads
No matter how niche your business is, your clientele is not homogeneous. Leads might live in different countries, represent various areas of business or have distinct needs. So why should they receive the very same email? Segment your mailing list by relevant criteria and client characteristics to ensure that the right people get the right content.
 Target the right audience
Let your leads and clients receive a perfect pitch that was written as if exclusively for them. Sales Mantra CRM allows you to put the data you store to good use during an email campaign. Take your leads and customers information into consideration before emailing them with marketing materials. The more personal, precise and relevant the content you present them, the higher the ROI.

Combine marketing and sales efforts
Marketing and sales team may have different goals, but they often work with the same people. Provide your sales team with the marketing data to mind the segmentation and targeting. Having a complete view of the leads and clients engaged in marketing efforts can make it easier for sales to close deals. As all the data updates in real time, both teams will be on the same page.
Analyze your success
All your marketing efforts can be in vain if you can't measure their efficiency. Sales Mantra CRM provides you with an insight into the results of your email campaigns. Learn if and who of the recipients have opened your messages. Produce detailed reports to see which tactics work and what groups resonate with your marketing materials.
Integrate with favorite services
Despite having many appropriate features, marketing automation is not the main purpose of a CRM. Sales Mantra can provide you with segmentation and targeting opportunities for building your mailing list and exporting it into a service of your choice. Export your full client lists or segmented data to your favorite services, like Mail chimp, with ease.
CRM technologies afford for successful execution of the various campaigns employing one on-demand solution. Moreover, some of the latest industry reports are indicating a strong interest of the end users to utilize consolidated solution for the variety of customer-facing processes. That’s why companies like bpm’online are offering comprehensive out-of-the-box processes for sales, marketing and service automation aimed at establishing great customer relationship throughout the entire customer journey allowing companies to effectively manage every stage of customer interactions, including email marketing campaigns.
With the marketing automation features, you can take care of campaign management, multi channel communications, integrations with SMS, email, social networks to just to name a few.
Moreover, the solution is not only streamlining marketing and business processes with sending out massive outbound emails or manage other marketing activities but can evaluate the performance, set right goals, segment your messaging and so for. It is also very attractively prices and rolls out in minutes.

Tuesday, April 3, 2018

Importance of Sales Force Automation in 2018

      Sales force automation is a technology solution which helps and manages your sales force, making loads of manual function redundant, thus saving big on the productive time of your sales force.

It is basically a technique to automate the business tasks like order processing, contact management, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis and employee performance evaluation sales, that leads to sales. But, to automate the process, you have to take the support of a software that is known as Sales Force Management Software.

A brief look at the features of a sales force automation solution would make the functional understanding clear.

Just have a look at mobile-based sales force automation software Sales Mantra specially made for the FMCG industry. It’s a mobile-based application accompanied by dashboard which can be viewed from office screen as well.

Geo tagging: It provides you complete visibility of the retailers in your area. Through GPS you can see whenever your salesperson is visiting the retail outlets. It gives you complete information about the demographic, number of stores, which areas to target to expand your business.

Order Basket: Your salesperson can take order based on class/segment on areal-time basis. You have complete visibility of demand patterns, can prioritize your delivery, and even forecast orders. Taking orders is extremely convenient as you don't need to type, just have to choose between the SKUs you are offering. It cuts down lags as you have the order info in real time basis and can plan the delivery without any waste of time.

Permanent Journey Planner (PJP): Through a patented algorithm, it provides the optimum route map for the sales force. Who to visit, when to visit, based on your priorities on class/segment. It saves transportation cost, makes your salesperson much more productive and enabling them to visit more retailers.

Real-Time Data Provides real-time demand across all the stores, making easier to cater to dynamic demand.

Analytics: The greatest feature of using this application is with theminimal investment you retain your data. Analytics helps you in demand forecasting, planning, and segmenting. Your estimations would be precisely backed by data, increasing your profitability.

Sales Force automation is important and there are some key factors:
Business Capacity:
Limiting aspects of the business can be investment availability, production capacity, supply capacity, size of business, marketing effort, etc. There may be an unsatisfied demand for your products, but if your investment and capacity allow you to offer a certain volume of products, then only that quantity should be captured with your sales forecast. If you decide to increase your investment in advertising next month, you should assume that your sales will increase as well. Be confident but ensure you know how they are linked.
You must take into account of seasonality products that are demanded throughout the year (they have a continuous demand), whilst others only demanded at certain times of the year. Also incorporate others that have an irregular demand, when their demand tends to increase or decrease at certain times for noknown reason other than that they do.
Sales Aspirations:
Take into account your sales aspirations – take into account how much you would like to sell, or what you would like your sales targets to be. But always take into account other factors, especially factors that are limiting the business.
 The most common benefits of an SFA solution for small and midsized business (SMB):
·         Reduction in sales operations cost: By automating manual tasks, sales executives can focus on more significant projects, such as telephonic and email communication, conflict resolution and hunt for growth opportunities. With the help of social media integrations, sales representatives can import a lead’s contact details directly from social networks, such as Face book, LinkedIn,and Twitter, so as to reduce human effort and save time.
·         Accurate sales forecasting: SFA solutions track conversion metrics from leads to closing deals; this enables business users to accurately forecast sales conversions. More advanced systems with business intelligence modules generate precise sales forecast by leveraging historical sales data and predictive modeling techniques.
·         Streamlining workflows: By centralizing sales data, SFA solutions streamline the workflow and establish a formal sales process for the sales teams. With streamlined workflows, clients are able to close deals quicker than before, which further leads to higher conversion rates. Sales managers receive an automated notification once a lead moves to the next level in the sales funnel.
·         Data visualization and summarizing for timely action: Team leaders can take timely action by reviewing dashboards and summary reports that highlight the critical business performance metrics of sales executives. More advanced solutions facilitate real-time dashboard and report creation, which further enable fact-based decision making.
·         On-the-move access: A number of SFA solutions are offering applications for 24/7 access from mobile devices, such as laptops, tablets, and mobile phones. Sales executives can collaborate with peers via the app, which further helps in streamlining the workflow. In addition, users can share important documents with clients and resolve their inquiries on-the-go to improve customer satisfaction.

Monday, April 2, 2018

Sales Force Automation

     Sales Force Automation (SFA) is an integrated application of customizable customer relationship management (CRM) tools that automate and streamline sales inventory, leads, forecasting, performance and analysis. SFA tools include Web-based (hosted CRM) and in-house systems.SFA is also known as sales force management system.

All SFA systems are built with two core components:

Content management system: Tracks customers, activities, forecasting, contacts, communication/sales history and analytics

Sales lead tracking system: Tracks lead and opportunity pipeline data
Sales force management gives you a chance to improve your sales efforts and accordingly reduces disorganizations, cuts sales cycles, which is vital for monitoring and broadcasting as well as assessing sales performance and forecasting its future growth.
Sales force automation software has features which maximizes sales activity of any business. The features include stock control, analyzing sales forecast, contact administration, quotation management, proposal, presentation creation and product management. SME’s and large scale business organization have turned to sales force management software in order to organize their sales output.
Sales force automation is meant for sales people hence all the benefits directly are for them.

      * All data available on the Mobile app Sales people who keep on travelling a lot for meetings, market visit (Sales Force Automation), surveys etc. will have all the relevant data with them. The apps now days also plan a route for you basis the beat plan.

* Data Available offline to save your phone battery and data, applications also works.

* Save Time No more filling your sales data in excel report, collating the data, sending the files etc. from anywhere, anytime, simple feed in your data in the Sales Force Automation

* Reduced Sales Cycle Since sales people are clear with that has to be done in the day(with help of beat-plan, alerts) , they can plan, execute well.

* Increased Closure rate by 24% minimum If you use the Sales Force Automation diligently, then definitely you would increase your revenue.
    Today, every sales force team has to face new challenges including increasingly bigger and better competition and more dynamic deals during field data collection. Customers are also more worldly wise and have a numerous demands.

·         Streamline sales cycles.
·         Drive much higher close/ won rates.
·         Improve customer service.
·         Ensure larger volumes of warm leads.

Effective Measures:

An effective Sales Force Automation Software ensures full integration among all departments. The sales person is not the only person dealing with the customer, various other departments such as marketing, customer service, accounts and technical experts are also involved.
It helps you to automate the various field sales management processes like communication and tracking between the sales managers and sales representatives. It helps in increasing the efficiency of the field sales. It allows the management to get a holistic real-time view of field operations from their mobile itself! It lets the app customers to quickly set up and start off with a pay-as-you-go pricing model. It also offers customized branding and lets you build the mobile app according to the industry you work in and the work processes that you follow.

Maximizing the sale

Field force refers to the people of an organization who are responsible for sales and lead generation. These are the people who work in the field, generate sales and increase the profit value of the company. They need to send information from the field or market place to the managers sitting in the company. Field force personnel sometimes even use the internet to generate sales. Here comes the role of Sales Force Automation Software. It enables the sales force with mobile reporting software by capturing and managing the sales data. By using such software, a company can notice a remarkable improvement in the sales force productivity. It helps to send real-time accurate data and enhances the efficiency of the field sales operations.
You can maximize the efforts of the sales crew by creating a synergy between sales and marketing by differentiating their goals and purpose in a business. This should be the primary step of field sales force and which is also possible with the help of sales force automation software. You can also learn some more tips to maximize sales force effectiveness in thefield in a quick glance.
It has features which maximize sales activity of any business. The features include stock control, analyzing sales forecast, contact administration, quotation management, proposal, presentation creation and product management. SME’s and large scale business organization have turned to sales force management software in order to organize their sales output.

Customer Views:

Results demonstrate that customers perceive benefits on four main dimensions of their interaction with salespersons—salespeople’s professionalism, customer interaction frequency, salesperson responsiveness, and salesperson–customer relationship quality. This study is the first to examine aspects of SFA from the customer perspective.

Friday, March 30, 2018

Field Force Automation

Field Automation:

     Essentially, field force automation software involves taking in sales or service data in real time, and transmitting it to a mobile interface. Through the interface, field workers can communicate in real-time with the home office.

One of the first things to understand about field force automation is that there are two distinct types of software and interfaces — some related to sales data, and some directed toward customer service. While there might be some tools that combine the two, other stand-alone solutions focus exclusively on either a sales process or mobile customer service functions.

Tracking is a must for a FIELD-FORCE intensive company. The tracking can be for personal, vehicle or any value. There are two always to faces of the tracking.
·         The input of data which is from the field person’s mobile/GPS device? Here the field person can have shift times, allocated routes, tasks list, etc.

·         The output of data which is the manager dashboard? There the manager can see all the field force details of tracking, allocation, etc.

Field force automation is capturing the field sales or information in real-time. This is done with the help of communication technology typically cell phones, PDAs and other hi-tech devices. This captured data is then moved instantly to the back-end systems like CRM or ERP. Since the data is captured and moved instantly,  a lot of time can be saved and the manual data entry errors can also be done away with.

On one hand, where the tasks of those on the field are eased and get accurate, the availability of all the field information in real-time, puts managers in a win-win situation. They can plan the delivery schedules, monitor, manage and reduce inventory. Calling and chasing team on the field for updates is redundant these days, thanks to field-force automation.

Field Force Automation and its benefits:

Field Force Automation is so effective because it allows you to distribute your team tactically across a territory, allocating leads swiftly, fairly and strategically – without employees treading on each other’s toes.

It speeds up the sales process itself, helping agents to strike while the iron’s hot - closing the deal without the hassles and delays that can so often lead to lost opportunities.

It means that reps in the field can access vital information in real time, run credit checks and tap into customer order histories while they’re still out there with the customer, making sure payments have gone through an SMS or email confirmations have been received – all of which helps to make clients feel well-looked after and satisfied with their experience.

It means that your team can hit lead after lead, sale after sale, without getting bogged down by paperwork on the way.

And it helps to eliminate the omissions, inaccuracies,and losses that so often crop up when data is manually re-entered at several points along the chain, or copied from paperwork at a later date when it’s no longer fresh in the mind.

Plus, getting much of the process out of the way on the spot has added benefits for your cash flow.
That’s because, in many cases, Field Force Automation includes options or modules that allow invoices to be automatically generated and emailed to the client on the spot, streamlining the billing process and helping to cut down debtor days in the process.

And, of course, because your team aren’t worrying about duplicating admin or following up with invoices when they get back to the office, you can get through a greater workload in a smaller time-frame, with fewer staff and resources - helping you to cut costs, boost efficiency and keep your team lean, agile, productive and compliant to regulations.

Field force automation sales tools are much more like a customer relationship management platform or sales automation portal. They predominantly have sales information on hand to help with deal-making at every stage of the game. The automation tools needed for sales are often identity-driven: they can identify past track records, touch points and interactions while showing sales workers a clear path forward.

Field force Automation helps you out:

  •        Big decisions in Data Entry
 Companies will have to do some thorough research and brainstorming to figure out which types of sales data will be most useful in the field, or which kind of information gathering will be effective in customer service.
  •      Building an interface- Routing and scheduling
One of the most common setups is a Wi-Fi or LTE set of connections to tablet PCs and/or smartphones that workers carry with them in the field. In some ways, the typical field force automation interface is like an intranet, with every remote worker signed on to give and receive information through the platform.
  •      Real-Time –Data
“Transactional data—data related to business transactions such as customer orders, payments, shipments, and service requests—and business applications that rely on processing, reporting, and analyzing that transactional data are critical for day-to-day operations.”

Thursday, March 29, 2018

Service Automation

     Service Automation is the process that works as a supporting system for the service staff and managers to achieve their work-related objectives. Infrastructure, Data, Devices, and Software are the key components of service automation.

The automation of everyday life is not an unusual occurrence: from grocery shopping to the management of our very social life, we smoothly automate a great many tasks. Customer service automation is no exception.

There are 5 major domains of Service Automation −

Contact Centres − they are the main basis of the customer relationship. They address customer queries via Email, telephone, instant messaging, SMS, or fax. They have databases, Automatic Call Diversion (ACD) system, and voice recording system. The staffs respond to Emails and chats with customers regarding problem and solution.

Call Centres − they are a part of contact centres which majorly handle inbound and outbound calls. They perform typically more generic duties, deal with people and calls which are outside the business, and at times can make outgoing calls. The staffs need to have excellent patience, and reading and listening skills.

Help Desks − they are internal to the business. They are oriented towards supporting the business staff. Helpdesks generally provides diagnostic and troubleshooting help.

Field Service − the service engineers or technicians visit customer’s workplace or home to install, repair, or maintain the products. They visit factories, workshops, warehouses, and offices to provide service. They also help the customer to specify the product, test and demonstrate it after installation.

Web-based Self Service − some businesses offer solutions to the customers’ problems on the web itself. The customers can buy products online, track installation and service issues, and conduct online diagnostics.

Benefits of service automation:
Automation removes or minimizes the human element in a given area of service. This removes the potential for redundancy, wasted effort, and human error.

Streamline your process:

Automate workflows by prioritizing and attributing tasks. These include responding to customers and following up on ongoing support situations. These small reductions in the effort expended daily by your team can add up to hours, even days, of time saved over the course of a year.

Decrease friction for the customer:

When a customer gets in touch with customer service, long wait times are a giant pain point. To shorten them, you have several options: automating support channels or hiring more agents.
Customer service automation can allow you to pre-emptively do away with customer’s friction points, thanks to predictive analytics. Call recording, voice recognition, and usage monitoring can help you keep tabs on how customers interact with your product, sales team, and support funnel.

Lower your costs:

Customer service automation lets you operate convincingly and efficiently with a more compact team.

While some automation services are costly to implement, many are available on a subscription basis. This means your support desk, your CRM software, your phone system, etc. You won’t pay for more than you use, and you’ll be able to easily scale your subscription to suit your needs.

Enhanced productivity − since an optimal number of customers are scheduled, the service time taken is used at its best thus increasing productivity.

Disadvantages of service automation:

·         No human connection:

Customers can resent having to deal with a machine. Indeed, empathy, a quintessentially human ability, is an essential part of exemplary customer service. In one example, one brand found that emotionally engaging with customers reduced attrition and increased advocacy.

·         Improper configuration:

Poor system design can really hurt your customer service automation system. If your IVR makes your customers go round in circles, if your chatbots can’t understand a customer’s issue, if call routing causes redundant conversations, then automation is more trouble than it’s worth.

·         A damaged reputation

Customers will amalgamate your customer service and your brand. If your automated customer service leaves them frustrated of feeling taken advantage of, they’ll disengage from your brand altogether. This can be the result of the poor configuration, a lack of human presence, or both.

·         Maximize your brainpower.

Your organization is made up of many highly skilled individuals. By leveraging automation, the menial tasks will be handled by technology, allowing staff to further develop their skill sets and focus their expertise on more complex and strategic business matters. You also have the added benefit of reducing payroll expenses by not requiring additional staff to handle increasing workloads. Automation provides a greater amount of work utilizing the same capacity.

·         Goodbye inefficiency.

 Improve the customer experience and create efficiency in operations by automating process tasks that are repetitive and time-consuming. Think how more efficient Human Resources could be by automating their processes, like onboarding and offboarding, and decreasing the need for the vast amounts of paperwork.

Wednesday, March 28, 2018

Complaint Automation

     Complaint Management is a management technique for assessing, analyzing and responding to customer complaints. Complaints management software is used to record resolve and respond to customer complaints, requests as well as facilitate any other feedback. These software solutions are utilized to handle complaints through three main business protocols when implemented:

·         Establishing and agreeing on the complaint
·         Quality management during the process
·         Compensation or reimbursement

Smart companies are serious about successful complaint management and realize the benefits of consistently providing superior customer service as it costs five times more to acquire new customers than to retain existing ones. In today's ever-changing business environment, customer service requests are more complex and, at the same time, the demands for instant gratification are higher. Geographically distributed offices, a myriad of compliance rules, the pressure to reduce costs and the ease of customer defection all contribute to the critical need to maintain great customer interactions. Moreover, a systematic approach towards customer complaint management also generates ideas for product enhancements and new products, ensuring ongoing success.

The idea of providing good customer service and having a robust complaint handling process is easy to embrace but can be tricky to implement. Most companies already have a few practices in place to handle complaints; however few run smoothly due to some common issues:

·         Provides an easy and strategic method of online recording and tracking customer concerns and complaints.

·         Each complaint’s history is easily accessible and provides a completely updated status of how a complaint is progressing through the organization and what actions have been taken if any.

·         Complaints can be recorded by any user, but are reviewed by a Complaints Administrator, before being accepted into the complaints workflow.

·         Links into Document Control and allows one to attach key documents to the complaint.
One part of the complaint process may be handled by a receptionist while another is handled by an investigator who may not have all details of the case. Working with a desktop cluttered with open applications greatly slows down case resolution and leads to inconsistent customer service across various communication channels.

Work base complaint management:

In the global economy, our customers, partners, and colleagues are geographically distributed, while the need for collaboration remains. The lack of common integrated systems creates information flow bWorkflow Based Complaint Management
Implement Systematic and Workflow driven Customer Complaint Management Process to bring visibility and control. This helps in significantly increasing the efficiency, bringing transparency.Barriers and makes complaint investigations difficult.

Inconsistent Complaint Handling:

The lack of interaction from complaint handling departments to management or other parts of the business makes learning from customers nearly impossible. Poorly staffed call centres, usually due to budget cuts, make it difficult and frustrating for customers to register a complaint.

Multiple Channels for Complaint Registration:

Provide multiple channels for registering of customer complaints; Front office executive, sales or manufacturing person coordinator etc. with roles definition for each channel.

Changing Business Environment:

Continuous changes in political, economic, and social factors require organizations to adapt rapidly. Without a strong complaint management solution, companies have difficulty implementing changes quickly in order to stay competitive.

Advantages of Our Customer Complaint Automation

  •         Workflow-Driven Customer Complaint Management Processes.
  •         Switch to 100% paperless based Complaint Management Process right from the day one.
  •         Roles-based access provides better control and efficiency in handling customer complaints.
  •         Mobile interface for anytime and anywhere access, reducing cost and speeding up the process.
  •         Provide complete transparency with 100% visibility into to the managers and also to the customer on their complaint.
  •         Improve Customer Services and their satisfaction many folds.
  •         Drill down reports into every customer tickets.
  •         Events based Alerts and Notifications.
  •         Automatic escalation of tickets based on threshold time limit in case of no action.
  • .      Conduct efficient Customer Surveys and Feedbacks.
  • .      Complete History trails for each ticket identifying bottlenecks if any.
  • .       Implement Single Sign on with Active Directory Integration.

Complaints management software allows for notifications and reports to be facilitated and printed.The software pre-saves email templates for every workflow stage in a complaint's process.
This assists to quickly inform customers of progress at each stage by using the relevant pre-saved template, which can easily be modified with relevant information.

The Complaint management software has a messaging system that uses inbuilt task notifications to sends emails to employees when they have tasks that need to be accomplished. The system extracts historical complaints, spot trends and common origins of complaints in order to ensure timely precautionary actions.

The system also reports on and analyzes the complaint resolution process, including CAPA, and identifies areas for improvement. The system also caters for maintaining customers after the first sale.
Reduces costs of attracting new customers as efficiently handled complaints will build greater customer loyalty and a sustainable client base, which can grow. Gain more customers through word of mouth advertising from satisfied customers due to the efficient customer service.

The software also enhances and increases operational efficiencies.

Complaints may reveal underlying business problems that otherwise would have remained hidden and were allowed to grow in severity.Fewer mistakes mean less time and money spent fixing them, which leads to an improved bottom line.