Will Cloud-Based CRM Improve Your Customer Service?

With cloud-based everything dominating the tech-world landscape these days, it’s reasonable to consider the pros and cons of migrating your CRM systems to the cloud. However, before you start exploring the nuances of cloud-based CRM mobile app options, scalability, or security features, keep in mind the most important question of all: Will cloud-based CRM systems improve your customer service?

If you’re not familiar with cloud computing, it is basically just a metaphor, or different way of saying that a company’s data and programs are stored and accessed through the internet.

The Benefits of the CRM Cloud

Companies are enjoying the advantages that services on the cloud offer, including lower costs (typically, depending on size); improved agility; the ability to scale up or down rapidly and the flexibility to use the cloud for remote workforces.

However, not all businesses are well-suited to cloud-based CRM solutions.

  1. The cost advantages don’t translate if the organization is at a certain capacity or already has invested in IT infrastructure and systems.
  2. Companies that require more control over their databases may prefer on-premise systems. In addition, companies requiring high-levels of security may need to house all data internally.
  3. Some companies simply prefer to have direct control over the details of their business decisions and specifics of a program;

Supporting the customer is the key to CRM Success

CRM assist in customer support services by streamlining customer’s data, allowing customer service reps to keep track of information, and better service customers through knowledge of the customer’s history.

Cloud-based CRM systems allow companies to use the benefits of the cloud for CRM services – this is especially helpful for companies that must scale up or down quickly, have a remote workforce, and/or rely on CRM social space tools.

Perhaps the most beneficial aspect of CRM programs is that it shifts the customer service relationship from being reactive to one that is proactive. Instead of simply interacting with customers at moments when they call to seek a solution or solve an issue, a well-managed CRM program puts the company in control. By having a database of a customer’s information and history, companies can instead reach out to customers early in the process (such as after the sale or service has been initiated) to monitor satisfaction, address any questions, and assist in any concerns before the customer becomes frustrated and is forced to call the company.

Don’t Put the CRM Cart before the Horse

As we mentioned in the beginning of this article, it’s clear that your company will have numerous questions and considerations before deciding which CRM deployment is best for your business. Fundamentally the key question must focus on how a CRM system will improve your company’s customer service. However, as with any new tool that you introduce to your customer service team, proper training is paramount to successful implementation and increased customer satisfaction.

ProAptivity specialize in the delivery of both on premise and cloud based CRM Contact us today on 028 9073 5630 for your free consultation to understand how CRM can benefit your business.


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