24th May 2019 – Customer-Relationship Management software, commonly known as CRM’s have become an impact technology in recent years.
Providing a digital platform to bring together customer data, service histories and invoicing (among other potential functionality), CRM’s are forcing a fundamental shift in how service sector businesses organise and manage their operations.
In this blog, we’ll look at the top 6 reasons your business should consider switching to a comprehensive CRM platform, such as JobWatch by BigChange.
From the ease in accessing customer data across multiple devices to the vast potential savings in time and fuel costs for mobile technicians, CRM’s can simplify burdensome tasks, ensure mandatory workflows are followed and automatically create detailed service information all at the click of a button.
Unlike the standalone desktop systems of the past, newer fully integrated CRM’s are quick, agile and far more user-friendly. This new generation of CRM’s is cost-effective for small and medium-sized businesses while providing the dynamic benefits previously only accessible to large corporations.
Why should you consider implementing a CRM system?
- The Power of the Cloud
- Improve Customer Retention
- Savings to your bottom line
- Improve customer satisfaction
- Increase your team’s productivity
- Improve your conversion rate
The Power of the Cloud
The proof is in the numbers. Of the diverse CRM systems on the market today, 87% are driven by the cloud compared to just 12% just in 2008. By centralising the various functionality of a CRM in the cloud, staff in the back office and technicians in the field can access and share vital service data across mobile and desktop portals in real-time.
Through the increased data transparency provided by cloud-based CRM platforms, such as JobWatch by BigChange, companies can expect a 3 fold increase in reaching sales quotas (65% using a CRM vs just 22% without) according to a recent study by Nucleus Research.
CRM systems like JobWatch have adapted to market demands for improved mobile accessibility by shifting operations to cloud-based servers. Additionally, the cloud provides a secure repository for critical service data facilitating broad visibility for all relevant parties, thus improving customer attentiveness and first-time fix rate.
Improve Customer Retention
The ultimate goal of any successful business is to perpetually gain new customers while actively improving the relationships with existing ones. With effective CRM onboarding, many key elements necessary for improving customer retention can be accomplished automatically through system functionality.
In the rapid paced, instant gratification society we live in today, customers demand a comprehensive and transparent view of the entire service experience, easily accessible at their fingertips.
Through the use of an all in one CRM system, such as JobWatch by BigChange, your business can provide, in real time, all of these data points, concisely organised and custom branded to your business’ needs.
Through the use of system features such as; Real-time SMS alerts, Live driver tracking, Automatic invoicing and creation of standard reports & Detailed customer histories accessible on mobile devices, your business could improve customer retention by as much as 27%, according to Nucleus Research.
Savings to your bottom line
A recent Forrester study of 2,000 employees found that ROI, when a CRM system is properly integrated, can exceed a whopping 245%. CRM systems provide wide-reaching benefits across all areas of business operations. Some key stats that illustrate just how much impact a CRM system can have on your bottom line include:
- 50% of teams improved productivity
- Sales productivity and uplift was 5%
- Consultation time was reduced by 10%
- Revenue increased by 2%
- Customer service labour cost was reduced by 40%
- Labour costs overall decreased by 20%
- Marketing budgets saved at least £60,000
Simply put, an effective CRM can jumpstart your business across the board. By removing the time constraints and human errors incumbent in paper systems, CRM platforms, which form part of BigChange’s Mobile Workforce Management system, allow staff to focus on providing the best service to their customers freeing them from focusing unneeded time and energy on data input and endlessly searching for relevant customer details.
Improve customer satisfaction
Customer satisfaction often dictates the entire nature of the extended service relationship.
According to PwC «43% of all consumers would pay more for greater convenience; 42% would pay more for a friendly, welcoming experience. Among U.S. customers, 65% find a positive experience with a service provider to be more influential than great advertising.»
Through the use of a CRM system, such as JobWatch by BigChange, your business could improve customer satisfaction by 47%.
Improving customer experience is more often than not a complicated formula which requires the balancing of technical skills and emotional awareness. If blended correctly the customer experience can be enhanced and provide the basis for a symbiotic relationship between the service provider and customer.
Bringing these two parties together is the CRM element which can centralise and organise the entire service dynamic. In practice, this has resulted in 74% of businesses using CRM reporting better customer relationships and improved customer satisfaction.
Increase your team’s productivity
Getting the most out of your staff is an ongoing battle regardless of the industry you work in. In the service sectors improving productivity, in both the back office and in the field are essential to meet growing customer expectations and evolving standard business practices.
Through the use of CRM technology, such as JobWatch by BigChange, many of the factors inhibiting productivity can be resolved on the spot. CRM systems, if integrated with; a live tracking, inventory, and/ or invoicing element, can dramatically increase productivity and total jobs completed.
According to a recent study, 50% of teams using CRM reported improved productivity, and respondents saw a 20% overall decrease in labour costs.
Additionally, the use of mobile access to a CRM can increase sales force productivity by an average of 14.6% with a further 30% of mobile CRM users reporting productivity improvement by more than 20%.
This spike can most likely be attributed to how smart scheduling, improved invoicing and system automation functionality allows staff to focus their time more effectively in the field and back office.
Improve your conversion rate
A CRM system, such as JobWatch by BigChange, greatly improves the conversion potential of a sales team. Through a combination of easily accessible and centralised customer data with the automated feature set of many CRM platforms, sales teams can expect an increase in revenue generated by 41%.
Current data suggests that 79% of all marketing leads are never converted to sales. CRM systems can improve conversion rate by dramatically improving and simplifying all relevant data points and making them easily accessible to the sales team. As a result, the use of a comprehensive CRM system can improve conversion rate by 300%.
JobWatch brings CRM software to a new height
BigChange’s 5-in-1 Mobile Workforce Management platform encompasses a function-rich CRM to meet the needs of your business.
JobWatch by BigChange enables businesses of all sizes to better manage many of the most significant factors influencing the customer experience. With BigChange, your back office can easily monitor, schedule & dispatch service requests to optimise your field based teams’ strongest skills and prevent unnecessary travel.
With JobWatch, powered by BigChange, the point of contact staff can access complete customer history and ensure all service requests and customer expectations are met the first time, every time. Utilising BigChange’s innovative mobile workforce system, contractors are able to specialise service, workflow requirements and mandatory safety protocols with ease.
Through the use of an integrated CRM platform, technicians can resolve any service request with the click of a button. Additionally, the use of preventative maintenance workflows directed via the Mobile workforce management system dramatically improves the rate in which service technicians resolve all issues fully, while also alerting the operator to any upcoming scheduled maintenance.
By improving transparency and collaboration between all aspects of operations through the implementation of mobile workforce management software, such as BigChange, your business can save 10 hours of travel time, per mobile worker per month while decreasing total fuel costs by 10%.