From what points do you handle your customer relationship management? Maybe the better question is, from what points aren’t you handling customer relationship management?
Multi-Channels Help Sugar Stand Out
If you have numerous customer interaction points, ranging from sales contacts to invoices to emails and social media outlets, you’re among organizations who are searching for customer relationship management tools that are ready for the task. SugarCRM is among vendors who stand out for this multi-channel capacity.
Open and Flexible Equal Strong Customer Relationship Management Capacity
You need CRM service that’s tailored to your industry, and SugarCRM is one of the vendors that specializes in specific platforms. When Bright House Networks wanted a customer relationship management tool that would embrace its growth and its need for flexibility, they chose SugarCRM. Bright House Networks – one of the country’s biggest providers of digital television, high-speed Internet and landline phone services — wanted to enhance service to their 2.4 million clients in numerous major cities better, they chose SugarCRM.
Capturing Multi-Channels of Customer Interactions
Count the ways your customer might interact with you, and you may be surprised at how many channels there are. Every invoice, every sales appointment, every piece of service delivery counts.
Bright House Networks was using spreadsheets, various databases and SharePoint servers which created a complicated and inefficient mix for a customer service contact. If your customer data isn’t integrated into one location, you may find continuing problems with accuracy or the pass-off of tasks from one department to the next while sales opportunities and relationships are lost. SugarCRM provides a one-place data collection system, helping prevent errors, duplications and dents in your budding customer relationships.
Cost Matters at Every Touch Point with SugarCRM
Even with industry-specific customizations and multi-channel customer relationship management features, you should still expect to find a reasonably priced solution for your CRM needs. Costs are cut dramatically when the solution steps in smoothly with your current IT infrastructure.
Vendors such as SugarCRM provide a centralized system that each of your departments can understand and work within – creating an atmosphere of consistency, quality and success that can make a tangible impact on your ROI.
Customer Relationship Management That’s Integrated
Once Bright House Networks had named the goals for their processes, they began experimenting with top CRM vendors. Others they compared to SugarCRM had workflows that were too difficult to manage or cost too much to move forward with required customizations. Plus, they wanted every single customer touch point to be integrated within the customer relationship management platform, not just the basics.
With an architecture based on modules, and seeing advantages of open source models from a shared knowledge perspective, Bright House Networks leaders chose SugarCRM. They were able to receive input across departments during setup and deployment, which helped their team members across locations feel a level of comfort with the solution.
Single Source of Information Brings Success
Perhaps the most universal feature you can note from the Bright House Networks example is that the customer relationship management software they chose provided a single, united source for handling customer interactions and it was accessible to everyone. Customer satisfaction scores have improved and Bright House is looking forward to large customer expansions.