Fierst has experienced an increase in productivity through the use of CQM. They assign estimated values to each project and are able to sort within the CQM to focus on the projects with the highest value. Not only do they focus on the highest valued opportunities they are able to stay in touch with customers enabling them to jump on a need as it arises. Using their old system opportunities would have been missed, and projects would have gone to a competitor simply because there was no way to track the information.
Another benefit to using a CQM is the ability to gather information all in one place. A CQM allows you to add notes, see quotes, share industry related articles and view email communications all in one place. Without the CQM the Fierst team was spending a lot of time searching for information related to particular opportunities. Now they can see everything related to a customer and/or project saving time and increasing communication.
Being able to better communicate with customers is important, but the Fierst team have found that internal communication has improved because of the CQM. Before implementing the CQM, the Fierst team struggled with communicating correct information to the customer service department. The customer service department is now able to use the CQM to view pricing, orders, and special delivery instructions. They have seen a reduction in costly billing errors because the CQM enables them to understand the terms, costs, delivery information and anything else that has been promised to the customer. All the information related to a customer is available to the customer service representative ensuring a better experience for customers.
What advice does Tasillo have for other companies considering a CQM? He believes it is necessary to take the time to input good data. The data you put into the system will make you more efficient and improve your opportunities. The CQM is so easy to use that inside sales staff has been able to redirect their time to focus on other areas of the business. Tasillo finds the savings in overhead and making employees more efficient has paid off. The Fierst team have been empowered to work more closely with customers, focus on more opportunities, close more deals and grow other areas of the business. Automating processing means a higher degree of efficiency and that means a higher degree of profitability and revenue.
The right CQM will allow you to view inventory information as well as customer information. Our CQM solution is deployed in the cloud, and that aids your sales person at the job site. It lets outside salespeople use mobile devices (such as smartphones, tablets, and laptops) to capture data quickly, record an opportunity, trigger a follow-up, double-check inventory levels, or submit an order with a tap or swipe. Using this powerful tool, your sales team can be more strategic with your customer base.
Advantages of using CQM:
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Manage and share all customer data in one place
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Salesforce becomes more efficient and effective
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Reduces costly invoicing errors
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Deployed in the cloud for easy access from any mobile device
When you select KCS as your CQM software provider, your customer contacts will automatically be stored for easy cross-departmental access within your ERP system.
