The popularity and availability of online purchasing continues to rise. With so much competition, businesses may also rise—or fall—based on their customer service. Customer service is crucial to survival, and manufacturers can provide an excellent customer experience by ensuring customers get accurate information about their orders in a timely fashion.
Still, many manufacturers battle customer experience breakdown. One of the top culprits is information silos, where customers have their calls transferred multiple places and answer the same several questions each time without getting all the answers they need in one place.
If this sounds like what your customers go through when they call your manufacturing organization, then it’s time to consider implementing a CRM system designed for your line of business. With the right CRM system in place, customer service reps will be able to answer questions, handle multiple information streams, and break down the information silos to provide top-notch customer service.
Improving Communication With CRM
CRM—customer relationship management—is both an approach to business communication and customer service and the name of a module complementary to SYSPRO ERP that enables you to handle customer requests, proposals, tickets, and communications with ease. Manufacturers receive multiple benefits from using a CRM system, including breaking down the information silos that can keep you from offering the best service possible to your customers.
In many companies, information might be stored in various spreadsheets or databases in each department. The call center may log complaints into one system while the sales team accesses its records in a separate system. The result is an assortment of information that requires considerable time and manual effort in order to resolve customer problems or complaints.
A CRM system breaks down the walls created by separate and disparate spreadsheets and databases by consolidating all the customers’ history with the company into one single database. Anyone from sales to service can access a customer’s record and review it to answer questions or create solutions. A CRM system boosts your level of connectivity and access, making it easier to provide exceptional service throughout the company.
Seamless Content Management
Another benefit of implementing a CRM system within your manufacturing company is seamless content management. Information from the central database automatically flows into orders, quotes, shipping information, and more, making it faster and easier to provide quotes, copies of invoices, and more to your customers. You can also look up past orders and enable customers to reorder as needed, quickly.
Instant Access to Real-Time Information
In addition to a complete and comprehensive view of customer records, information is available in real-time in systems such as CRM for SYSPRO. As documents are updated in one department, they are updated throughout the system. This improves communication both throughout the company and with customers.
Add CRM to Your Manufacturing Business Software
Manufacturers have access to CRM in multiple ways. Some providers sell CRM as an individual package that can be linked to ERPs and other solutions. Other systems, such as SYSPRO, have manufacturing CRM capabilities built directly into the software, ensuring seamless integration with the entire enterprise resource planning database. Because it is built with those particular users in mind, SYSPRO’s web-based, mobile friendly CRM is a leading choice for many manufacturing companies who are seeking to improve customer service through better communications across departments.
Ensure a faster response time to customer or supplier issues, seamlessly integrate systems for complete insight on your business, and implement a tool that is flexible enough to meet your needs today and scale for the future. The software experts at PositiveVision have been working with manufacturers for nearly two decades to help them manage customer needs today and prepare for growth tomorrow. Get started with CRM for SYSPRO here.