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Role of CRM in Improving Customer Service

Role of CRM in Improving Customer Service

Price and product are no longer the primary reason why a customer does business with you. It is Customer experience which stands out to any other factor today. No wonder why 97% of global consumers consider customer service as an important aspect for their brand choice and loyalty.

With increasing expectations of the customer towards great Customer experience, you need to go above and beyond the expectations. How do we do that? CRM is the solution- it helps in understanding their specific situations, keeping in touch with them, listening to their needs and providing quick and attentive support.

Let us have a brief understanding about each point in specific as to how CRM can improve the Customer Service

Identifying your customers

We often imply customer serviceto current customers, but it is not just limited to current customers but also to prospects, leads, and everyone else who is interested or enquired about your business.

CRM tool equipped with all the appropriate data about the leads and their conversations lets the sales team identify the correct lead for a given point of time. Better the knowledge better can we sever the customer’s needs.

Offering attentive customer support

CRM software helps to ensure that no customer inquiry is lost. All the requests are logged into a central system that can be accessed on any device, computer, tab or mobile.

Appropriate acknowledgement to customers ensures that their inquire has reached correct place.A bad customer service due to misplaced information can destroy your business image, putting more strain on your marketing budget to attract more customers. On the other hand, good customer service can save relationships. 

Responding quickly

In today’s world, Time is money and there is no room for delay. With huge competition around we cannot miss out providing prompt response. CRM software with ready to use email templates allows the companies to send quick responses to customers. The agents can answer the most frequently asked questions quickly using the templates.

CRM software ensuresprompt and consistence responses to all customers queries.

Satisfying customers needs

In order to win the heart of customers, we need to proactively offer them relevant product or service. CRM software equipped with complete data and reports;one can easily tell what a customer wants. We can have a clear picture of thesolution our team has provided in the past and if the customers liked it or not. CRM helps in speeding up your communication with customers.

You need not be in the office always to stay connected with customers, with mobile CRM one can interact with customers even on go.


Bad customer service kills conversions, good customer experience builds relationship. CRM helps to create a 360-degree view of your customer. It aids in personalized communication, timely and relevant service to your customers and no query goes unanswered. Make your customer happy and so do your businesses flourish with CRM software. Try OPAL CRM today and improve your customer service.

5 Reasons why CRM improves the Customer Experience

5 Reasons why CRM improves the Customer Experience

Customers are the ones who can make or break any organization because they are the whole purpose of why companies exist. As customers, we would prefer to revisit a store that has provided great customer experience. For instance, in a mobile store, if the sales executive is empathetic and explains the features of the latest mobiles, he would definitely draw more customers to the store. Compared to the store that offers a wide range of products but fails to provide good customer service.

A customer is not always the one who walks into our company but in this digital world, the customer is located anywhere. The skill of the sales agent lies in finding the right lead and converting them to customers.

Customer Relationship Management (CRM) enables companies to develop effective strategies for managing their relationships and interactions with customers both existing and prospective.

Following are the 5 Reasons why CRM improves the Customer Experience

Keeps up to date information about customers

Customer data is a precious resource for any organization.The main function of a CRM is to organize and store quantitative and qualitative data about the customers. This includes past and present interactions with the company like support and service engagements. CRM software enables to keep in touch with the clients be it from any platform, email, phone calls, meeting, social media, website etc.

CRM software is the best means to keep data of the customers systematic, safe and up to date.

Taking the right decision at the right time

Building trust is the utmost important factor for customer relations. Customer’s communication history available in the CRM can help the customer service teams to quickly look at the data and provide promote responses. This also avoids repeating the same responses.Using in-depth reports from CRM, we can learn about the services and products your customers are most interested in.

CRM software helps in planning the activities and calendar for a given day.  Interaction with customers is a continuous process and CRM software helps to prioritize your work and ensures taking the right decision at the right time.

Personalized communication

A CRM acts as a roadmap to each customer’s specific needs and improves customer satisfaction. As the interactions are stored in a centralized software, representatives from any team can easily analyze the past engagements and can determine the best method for approaching customers. Customers can be sorted as per their behavior and needs and personalized messages can be sent to customers accordingly.

No customer likes automated messages, personalized communication boosts interest in the customers and promotes sales.

Undivided attention towards customers

Customers contact us through a variety of channels, email, phone, and website and we contact them via different departments, such as sales, marketing, and customer service.

Customer hates to be neglected. The sales representative has to be proactive in order to create an exceptional experience for the customers. CRM software enables to get a 360-degree view of the customer which ensures the agents to provide accurate customer service.

Any time availability

With numerous options available, customers don’t want to wait. If not this product another product, if not this company another company is the stand of the customers nowadays. If gaining the attention of the customer is the major step, making them stay with us is all the more difficult. Mobile CRM helps us sever this purpose.

Any time availability builds trust and confidence in the customers. With Mobile CRM companies can stay attentive to customer needs and grab the opportunity as and when they come to you.

Are you looking for a CRM that can serve all these purposes, OPAL CRM is the best solution which can help you provide expectational Customer Experience for your customers!





How to select a CRM implementation partner

How to select a CRM implementation partner

Implementation partner acts as the face of your company, they help your software product reach the target audience. A CRM implementation not driven by proper goals and planning can become a pain point rather than yielding profits. Therefore, choosing the right CRM implementation partner is very crucial for your business success. Let us discuss a few of the points to be considered while choosing an implementation partner:

Experience of the partner

Check for how long they have been in the business and specific experience they have in the CRM implementation. They should be aware of the “pain points” of the industry. Also identify if they have client contacts who can become a prospective CRM lead for your business.

Experience in the products

It will be an added advantage if the CRM partner is familiar with the specific CRM solution you want to implement. If they have already implemented CRM software then evaluate the size of those companies and the scope of the projects implemented.

Partners training and knowledge

The staff of implementation partners should be certified. They should receive time to time product/software education from the company. They should be in a position to help desk support and address issues as they arise during and later implementation.

Strategically involved

The synergy between the two companies is of utmost importance as being a partner both our team members and that of the partners should work very closely to achieve the goals. Understanding the team culture and requirements and adopting the same is the vital factor for implementation. Spend some time with the team members and figure out if a particular CRM partner will be a good cultural fit for your company.

Finally, a good implementation partner should be capable to work with your internal team to make sure that the project is delivered within the deadline, budget, and scope of requirements.