The complete CRM vision behind service CRM development

When we built the service CRM– we had some very straightforward goals. Some have been achieved, some will be achieved down the road.

Let me do a quick roadmap sharing and also list the design objectives.

Continue reading “The complete CRM vision behind service CRM development”

Field service case study of heavy engineering equipment

service crmSaleswah CRM is being used for field maintenance of about 35000 Diesel Generator Sets by a customer. Many of these DG sets are located in remote parts of India. They are installed in Telecom Towers for providing backup power.

A service team of about 30 managers oversee 90 service dealers who employ about 700 service technicians. The service technicians attend to field visits- for repair and preventive maintenance. They are kept supplied with spares. The service is provided under stringent SLA conditions.

See this for more details of the implementation.

The field technicians use the Saleswah CRM mobile app- for service  to update the status of the ticket from the field. The service dealers and the managers use the mobile app to stay updated on the open tickets status. They also use the web based application for more involved tasks such as approvals, audits, billing, certification and so on.

After couple of years of use, the customer shared their feedback on what their strategic and operational objectives were and how close they have come to meeting them. We put their feedback in the slide deck that follows.

Have a look at the field service case study.

[slideshare id=87521886&doc=servicecrmprsentationcasestudy-180208134101]

Not just sales! Saleswah for service management

Saleswah CRM announces the most comprehensive service management product

Why does a comprehensive service management product need to ride on a sales management platform? To illustrate, let me tell you a story.

Long back, two insurance companies (A and B) went to war over customer mindshare. To beat the rather staid promise of A to take care of your lifelong needs, the company B came up with the lot more colourful “cradle to grave” promise. That worked well, so well, that the company A’s ad agency was driven to desperation to come up with a suitable riposte.

At long last, they did! Their new slogan, was: “From inception to resurrection”!!!

Okay, so I made it up- or relayed an old joke. But, there are many reasons, why “inception to resurrection” might just be the better description of what the actual customer lifecycle is.

When the product is but only a need, nebulous at that in the customer’s mind, it is at the inception stage. We work with the customer to give it shape, focus him on the solution we are offering and then sale happens! In an enterprise, you get a PO which you send to your order processing who make the shipment.

So far, as you can tell, this is the phase Saleswah helped you manage.

Pre-sales management in Saleswah

In enterprise sales, very often one closed deal- won business- does not necessarily lead to another one immediately. So, you may have installed bases which appear active but there may be others which are not. They might wake up months or even years later, or they might not.

Worse, your sales and aftersales may not talk. So, service may not know all the commitments that sales made to get the business. On the other hand, sales may allow competition to come in during the long hibernation period.

Sales and service on the same continuum

For true CRM, the whole organization needs to be involved in managing the customer expectations and relationship. CRM is not just a sales management tool, it is a tool for managing customer relationship as related to the product and service that you are selling. Sales helps get you in; but service keep you there.

Comprehensive service management

Comprehensive service management : from where sales ends

We did toy with the thought of having a standalone service management product. To be honest, you can use the Saleswah CRM only for Sales or even only for comprehensive service management. But, the real power of the software comes through in managing your entire sales to support continuum.

Because, you see, many customer relations could do with a resurrection. And, rather than cradle to grave- which implies a closure, resurrection is what you aim for. Having your sales and service in the same platform helps you do that.