Customer service CRM turns the focus on customer retention

 

More than customer retention, support is a major way to gain new customers as well
With 2020 behind us and having learnt from our experience, we can safely say that customer support is what keeps a company afloat.

Sales to new customers is expensive, time consuming. Customer support is cheaper and the effects are longer lasting. Support helps retain customers. Support helps spread the word among other prospective customers.

Support is also a great source of ongoing revenue.

The year 2020 was a year for our Customer Service CRM to come into its own. Ad hoc tickets, scheduled maintenance, AMC and Warranty coverage, spares, logistics. And all this at scale- from a team size of 10 to hundreds. Very custmozable. And very very affordable.

customer service CRM dashboard

Who is the Saleswah Customer Service CRM for?

Saleswah Customer Service CRM will help you improve customer satisfaction, If you have a medium to large sized field support team that goes to customer locations for attending to complaints on installed equipment- high value capital goods (think DG sets, utilities, compressors, chillers, petrol dispensers) or even white goods like AC, then Saleswah service CRM will help run your service operations.

What sets it apart

– A great new mobile app- helping deliver a full fledged service experience at customer site.

Build your own: Every Saleswah customer sees a totally different CRM

– No need for consultants to implement. And no need to budget for months of even weeks to implement and adopt. A typical Saleswah customer service CRM implementation takes just a few days and rarely requires technical support or coding.

Customization by the user: add custom fields to all modules, even create custom forms for all types of tickets and even equipment. Push the form to the mobile app for use by your field support team.

– Any size of operation- hundreds to tens of thousands, any types of products. Browse a particularly complex implementation case study.

What did we do for the Sales CRM?

– As with the customer service CRM, the accent was on mobility. The mobile salesman will now really like the interface. We also added integrations with Google Workspace (sheets, contact, calendar, gmail), Office 365, QuickBooks Online and added the ability to get leads directly into your Saleswah CRM account from IndiaMart.

– As in the Service CRM, major modules are now user level customizable- add your own fields to Account, Contact and Deals.

– Capture leads from your website- embed a lead capture form on your website.

… and, that’s not all.

Across sales and sevice CRMs, we have revamped our reporting tool. And made it possible to define your own reports. And export the results to csv or Google Sheets.

We now have added notifications across most critical actions- so, whether it is a new lead, a task that got assigned to you or an appointment that is due in 10 minutes, Saleswah will prompt you on your web browser and on the mobile.

Already have Saleswah? Write us and tell us what you liked or even what you didn’t about what we did last year. If you haven’t experienced Saleswah yet, go and sign up for a trial- here.

 

Prevalent frauds in field service management -1

I will write a few stories – based on personal and professional experience- where I see how fraudulent practices impact the companies providing services and/ or the consumer.

All cases are real and from my first hand experience. Today is the first, the case of the air-purifier field service management.

A few days back we wanted our room air purifiers serviced. It is one of the most well known white goods companies. We called their call center, a service ticket was logged and the technician was assigned to our case.

He landed up at about the appointed hour, did a thorough job with both ( we have two) and then asked for payment.

I paid in cash- he charged me for 2 services, got me to sign off on the “FSR” – which also doubled up as the receipt, and when he was tearing off the top page I saw what was odd.

Except for my signature and date, there was no other impression on the “self-carbon” copy- meant for submission back at his office.

See the possibilities.

He can fudge my rating; in this case, there was no need to, because I had rated him well; but, it is always a possibility.

He can misreport the time of arrival and departure.

He can claim that he serviced only one air purifier rather than 2. And pocket the charges of 1 service.

He can claim that he used some consumables- non-chargeable to the consumer, but obviously costing his company something.

Prevalent but preventable

Now, shameless plug for Saleswah Service CRM- field service management software.

If this company was using Saleswah CRM mobile enabled field service management software, this would not have happened.

  1. I would sign on the mobile screen, after I rate him- also on the phone. So, no chance of a fudged rating. Oh, and if your company policy demands that he takes a picture of the client, or the equipment, he can- and the pictures will be sent along with location tags, address etc to your database.
  2. The mobile app will record the start and end time and location of the service call/ visit. And the location.
  3. The receipt can be generated right from the app; configured by the type and quantity of the service availed. No more revenue loss for the company.
  4. You can specify in your service policy that all spares or consumables being used must be entered in the mobile app and and have that implemented/ enforced.

Sign up for a no obligations, unlimited, free trial.

Service CRM helps nurture installed base for growing your revenue and awesome customer satisfaction

Why Service CRM

Most people agree that is takes 5 to ten times as much to acquire a new customer than to keep an existing one happy. So, it’s natural to want to nurture the installed base – folks who have purchased from you in the past.

As a CRM strategy, nurturing the installed base takes different paths.

Most models focus on logging events and interactions – meetings, proposals, quotations, orders (won/ lost). Then you have history and you can create your own interaction plan. Even have the system trigger you for pre-determined actions.

The other approach is to approach it from a service CRM mindset. Keep proper track of what you have sold, attend service calls, make him happy that he ever bought from you.

Image upload from service crm mobile app
Send pictures from site

And, yes: you can generate revenue from service as well. Have the service CRM help in reminding you to send quotations for contract renewals. Send out spares quotes.

These approaches need not be “either-or”. You can do both.

You can’t do service if you don’t have sales- but, service is just another way of selling. Service CRM is not just a product – it is the way you think.

Sign up now and experience Saleswah CRM. It’s not just sales. 

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]