SalesMantra is a unique online CRM tool which helps to improve sales and service activities and make end users to management more efficient in their routine work. SalesMantra provides very simple yet very useful integration of both sales and service module. It helps management to take tactical and strategical decisions. It tackles various business pains.
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.
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.
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.
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.
Force Automation and its benefits:
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.
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
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.
means that your team can hit lead after lead, sale after sale, without getting
bogged down by paperwork on the way.
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.
getting much of the process out of the way on the spot has added benefits for
your cash flow.
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
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.
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
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.
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
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
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
There are 5 major domains of Service Automation
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.
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.
Desks − they are internal to the business. They are
oriented towards supporting the business staff. Helpdesks generally provides
diagnostic and troubleshooting help.
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.
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:
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:
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.
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:
service automation lets you operate convincingly and efficiently with a more compact
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:
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.
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
·A damaged reputation
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.
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.
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.
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
·Quality management during the
·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
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.
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.
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
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
.Conduct efficient Customer Surveys and Feedbacks.
.Complete History trails for each ticket identifying bottlenecks if any.
.Implement Single Sign on with Active Directory Integration.
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
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
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.