Why Your Business Needs a CRM

Why Your Business Needs a CRM

From revealing sales opportunities to tracking every single customer interaction, implementing a Customer Relationship Management platform (CRM) positions your business for real growth.

Why is a CRM Important?

At its core, CRM enables your business to deepen relationships with your customers, service users, colleagues, partners, and suppliers. You can see everything in one place. There's a simple, customizable dashboard that can show you your customer’s previous history with you. You will also see the status of their orders, any outstanding customer service issues, and much more.

Think of CRM as a tool that creates a 360° view of your customers.

CRM also helps you find new customers, win their business, and keep them happy by organizing customer and prospect information in a way that helps you build stronger relationships with them and grow your business faster.

CRM is Not Just for Sales Teams

A CRM platform implementation helps the sales team to better understand their sales pipeline. Sales managers can access reliable information about the progress of individual team members. Sales reps can spend more time selling and less time inputting data. Less time, means they’re more productivity!

But other departments in your company will benefit from a CRM, too.

For instance, marketing teams use CRM to make forecasting simpler and more accurate. Sales gets a clear vision of every opportunity or lead through a mapping of the whole customer journey from inquiry through to sale, with a better understanding of the sales pipeline. Marketing can then use that information to create email, social media, and advertising campaigns targeting your company’s leads.

Another department that benefits from a CRM implementation is Customer Service. Those teams can effectively track conversations across multiple channels. Perhaps a customer might raise an issue in one channel – say, Facebook, LinkedIn or Twitter – then Customer Service teams can switch to email, phone or live chat to resolve the issue in private.

Remember, without a common platform for customer interactions, communications can be missed or lost in a sea of information. That leads to an unsatisfactory response to a valued customer.

Additionally - and you may never have thought of this - but your HR department can also benefit from a CRM platform. It enables the team to accelerate recruitment, track employee performance, speed the on-boarding process, analyze resourcing needs, identify skills gaps, and support the staff retention targets.

What Else Can a CRM Do?

A CRM platform can also connect to other business apps that help you to further develop customer relationships. A CRM solution can also integrate with your other business tools, such as an ERP, EHR/EMR, document signing, and accounting and billing. Now, information flows freely, giving you a true 360° view of your customer.

Lastly, today's new generation of CRM platforms goes one step further with built-in intelligence. This automates administrative tasks, like data entry and lead or service case routing, so your teams can free up time for more valuable activities.

These automatically generated insights will help you understand your customers better. They will also predict how customers will feel and act so that you can prepare the right outreach.

Ad Victoriam’s team of consultants can show you how a Salesforce CRM platform implementation can change and grow with your company’s processes. That helps with efficiencies and will have an enormous impact on your company’s bottom line. Let's talk today! Just fill out the form below, or click here.

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Rethink Your Approach to CRM Integration

Rethink Your Approach to CRM Integration

For a lot of businesses, their approach to technology comes in fits and starts. They’ll add one program but still be reliant on outdated or time-consuming processes for some essential piece of the day-to-day. Or they have a bunch of different tech pieces that have been purchased and integrated all at different times, making the whole system working together a really difficult hill to conquer. That messiness can extend not only to processes but to departments, too, where one area works with one approach but it doesn’t integrate seamlessly with another. And that can be a time waster and a frustration builder, but a customer relationship management (CRM) integration could solve all that.

It’s essential to think about integration, especially when it comes to a CRM. That forms the backbone of your business and is the place from which a lot of seamless, efficient processes take place. What does that look like? This graphic explains it.

Click CRM Image Below To Enlarge


Rethink Your Approach to CRM Integration

Via Salesforce

 

Did you know that Ad Victoriam Solutions, a Platinum Salesforce Partner, was just named a Top CRM Consultant?

Contact Ad Victoriam to learn how our team can help your company with a custom CRM integration solution.

 

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Manufacturers are Turning to Salesforce

Manufacturers are Turning to Salesforce

Do you need to increase efficiencies so that you can out-pace your competition? Do you need more opportunities in your pipeline? Maybe it’s clear, actionable information so that you can make better business decisions? All great reasons manufacturers around the world are turning to the Salesforce® platform to deliver a fully customizable customer experience through every interaction.

What Can the Salesforce Platform Do for Your Business?

Well, how about streamlining your operations, gaining access to real-time actionable data, personalizing your customer’s experiences and driving sales?

Here’s just a snapshot of what manufacturers have experienced from a Salesforce implementation:

Extend Salesforce to Your Channel Partners
Manufacturers can easily collaborate with dealers and distributors on sales, service, and more. Quickly address service inquiries, close more deals, and open more opportunities to grow revenue.

Integration of Your CRM and ERP Systems
Sharing information and providing visibility into both frontend and backend systems increases productivity and simplifies the business process. With CRM and ERP integration, your company can focus more on driving new business based on real-time data and less on manually tracking data in spreadsheets.

Create Powerful Online Buying Experiences
Transform your online purchasing process. Tailor product mixes, pricing agreements, and contracts to customers’ specific needs. Deliver friction-free service and warranty experiences that boost confidence in your products.

Spot Trends to Accelerate Sales
Reports and dashboards give executives, sales leaders, and operations teams real-time insights on lead performance. Slice and dice lead data by customer, geography, source, and products to uncover trends that close deals faster. Identify your hottest leads and accelerate key opportunities to crush sales goals.

The Manufacturer’s Solution

Manufacturers all over the world are working to build closer relationships with their customers. The need for real-time information has never been greater because, in order to build amazing customer relationships, manufacturers need a single and up-to-date view of them. As a Salesforce Platinum Partner™, Ad Victoriam has seen pretty much everything and can make your manufacturing enterprise software run like a well-oiled machine.

Read about one of AdVic’s recent manufacturing success stories here, or watch this webinar to learn more about what the Salesforce platform can do. Then, if you want to know how Ad Victoriam can get to work for you today and help you execute a plan for better manufacturing efficiencies, fill out the brief form below, or click here.

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AdVic Partnership: Not Just a ‘One-Off Project’

YANMAR Ad Victoriam Partnership Salesforce Implementation

The YANMAR America and Ad Victoriam Solutions (AdVic) partnership dates back to May 2017 when YANMAR, a recognized leader in the design and manufacturing of diesel engines and diesel-powered equipment, was referred to AdVic directly by Salesforce.

“When choosing AdVic, we were very guarded against repeating our previous Salesforce failures,” recalls YANMAR Business Systems Manager, Brian Williams. “We shared these past developments and adoption challenges with Salesforce, and asked that they provide us a partner with a strong skill-set, reputation, and experience in our industry.”

The YANMAR Challenge

YANMAR was utilizing Microsoft products and two non-relational legacy technologies. Their goal was to synchronize, standardize and simplify their key operating procedures while improving product management.

“Our company had a major gap in the way that we cross-functionally shared customer information,” YANMAR Business Process Improvement Manager, Delaney Langston recalls, “and this gap continued to grow over eight years as our customer base increased. We needed to find a better, more efficient way to manage customer information.

The AdVic Resolution

“Our kickoff project with AdVic was our Salesforce launch (you might say re-launch),” Williams remarks. “AdVic came in and had already self-researched background information about our company, which was a great first impression. To get ready for our Salesforce launch, AdVic came onsite and met with us to learn more about our business. Over the next several months, we engaged in detailed discovery sessions to cover our end to end business. Development and UAT (User Acceptance Testing) followed, which led up to our Salesforce user training and launch. This was a major kickoff project that reiterated who AdVic was, and had us dreaming and believing that bigger things were possible.”

To attack YANMAR’s challenge, the AdVic team initiated a full-scale plan that included:

Lightning UI Customization and Deployment

Designed custom Lightning components to simplify tasks and increase productivity. Improved management of the product life-cycle, inventory levels, and damaged goods.

Single Platform

Seamless integration of existing legacy systems with Salesforce Sales and Service Clouds to synchronize data and processes to provide a comprehensive view of business performance.

Sales Extension

Implemented Salesforce Mobile to accelerate sales fulfillment and improve customer satisfaction anywhere anytime.

Continuous Improvement

Custom designed case resolution process and a methodology for converting cases into sales opportunities. Created automated response time milestones to enable immediate management intervention for higher customer satisfaction.

Looking back, Williams says, “We had little CRM experience before working with Ad Victoriam. They had manufacturing experience so we knew they would understand our high-level needs and business model. After they performed their thorough fit/gap exercise, we moved forward with Salesforce as our solution. Their communication and project scheduling were prompt and flexible. It was a great experience.”

It's a Partnership, Not a One-Off Project

“Do your homework,” Langston advises. “Make sure you research implementation partners to understand what their skill sets are, who else they have worked with and that they are the right fit for your company’s long-term goals and objectives, not just a one-off project.”

She adds, “One of our organization’s key objectives is to develop a single source customer platform. We recently kicked off our Salesforce Partner Community Project with AdVic, which will expose information regarding online ordering and status, dealer inventory, warranty, technical support, marketing funds and rebates upon its initial launch. As part of our discovery for this project, we have also discussed and brainstormed future phases of this Community to further enhance and expand the customer’s experience.”

“The current relationship is strong,” Langston concludes. “AdVic has been a huge support with our Salesforce.com implementation not only on the day-to-day usage side but also with developing a plan to continue the growth of our Salesforce org to meet the needs of our company’s internal and external stakeholders. AdVic is our partner both now and in the future, as we continue to roll out new features in our Salesforce org.”

If you are looking for a Salesforce consultant who is not just interested in building your next project, but who wants to build your business for future success, contact Ad Victoriam. 

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5 Questions to Answer Before Implementing a Salesforce Community

Are you considering joining the millions of customers who have subscribed to Salesforce? Before you start trying to integrating the world’s #1 CRM, it’s important to stop for a few moments and consider what an ideal Salesforce implementation looks like for your small, medium or large-scale organization.

Here are a few questions to ask yourself before starting on the path to Salesforce success:

#1: Do you have a goal for what a successful community implementation would like?

That answer is important to convey to the teams that will be working together to build the Community, as it will ensure your team is heading down the right path. Now that you’ve established your vision for what the Community should look like, let’s go over the of the next decisions you’ll have to make around the project.

#2: Do you choose to use a Community Builder Template? Or, do you go with a custom Visualforce & Tabs Community Template and design the Community yourself?

Features and functionality vary based on the type of Template you choose, so this comes back to knowing the goal of your Community in helping you pick the right route. If you’re able to get away with using the Templated route, you’re opening yourself up to easier Community maintenance and constant improvements by Salesforce with every release.

For instance, just after this blog was posted, Salesforce automatically added in Reports and Dashboard components inside our Community Builder!

#3: What will your Community Members be able to do?

This relates to that first question, but goes deeper. Not only do you need to think about the features and functionality they need to use (Knowledge, Accounts, Contacts and Cases), but also the fields and records available to them. Do certain Community users need more record access than others? Are there any one-off scenarios that need to be accounted for? It is important to setup the Community correctly with the right sharing rules in place so that users only have what they need to have access to.

I’ve seen many Communities setup incorrectly to where users had extra access to fields and data that should have been hidden. It is always easier to add more functionality and access later down the road than to take it away. The type of access and permissions you need to give your Community users determines what type of Licensing you’ll need. There are feature differences between Customer Community and Customer Community Plus that you’ll need to make sure you’re aware of before choosing which Licensing option will work best.

#4: How do you plan on training your Community users?

Is there going to be a tutorial for them? Will you host a webinar? Or, something else? The type and complexity of your Community will have a big impact on how much training is needed, but don’t brush over this important part of your implementation.

#5: What happens Post Go-Live?

Does your company have an internal team that can manage it? Are you going to need to work with a certified Salesforce Partner? Or, will it be a combination of those two options that you’ll use to maintain your Community? Make sure everyone understands their role with the Community and you’ll ensure that your Community continues to run smoothly.

Answers to All Your Salesforce Questions

If you’re considering a Salesforce implementation and have questions or concerns, contact Ad Victoriam Solutions for answers. We are an official Salesforce partner, and the customer experience is highly important to us. Let us can help you maximize the potential of your Salesforce technology.