Complete CRM Solution?

[Esk247]

Does anyone have any recommendations for a complete customer services solution?

We have a disjointed system at the moment, where we get questions by phone, email or social media but can't put them in one place and build up a picture of that one persons complaint or the advice offered so far.

E.g. a customer phones up and has a problem with an order, the telesales team fix the problem but then the same customer asks a question on Twitter and the social media team have no idea who he is, or what his previous question was or if that question was ever solved etc.

Is there a solution that combines all of these areas, including offline sales from our stores, in to one easy to view control panel? So the customer could give us their customer ID and we could then bring up their order history, list of complaints or questions and which member of the team has been helping them?

 

[ExplorerBDM]

Hi Esk247,

Would you consider having a bespoke system built to cover this?

It might be less expensive and more valuable than patching 2-3 systems together and would be a major company asset and your own intellectual property too.

I wrote a blog cover the pros and cons of bespoke vs off-the-shelf: http://www.explorer-development.uk.com/buy-business-software-designed-everyone-else/

My company, Explorer have built a number of CRM systems and also a major social media dashboard. So we have experience in the areas you'd require.

I'd be keen to discuss this with you, so at least you'd have this as one option to consider.

If you're interested, please give me a call on 0113 289 9470 (ask for Neil in Account Management).

I hope it's of interest.


Regards,

Neil

 

[edmondscommerce]

Or if looking at bespoke, check out OroCRM

 

[Schnell Solutions]

Hi Esk247,

It looks like over time, you have bought department specific software packages that work well for that department/function but you are unable join them for creating a 'Single Customer View' for everybody.

My company, Schnell Solutions specialises in developing tailored software solutions which help businesses across the UK to remove departmental/functional silos by joining disjointed processes and data. Sometimes, developing simple screens that connects everything does the trick!

Without more details about your business, IT and application set-up, it would be difficult to recommend a way forward but all I can say is that as long as you are not trying to challenge the laws of Physics.....it can be done

If you would like to discuss this further, please feel free to share you contact details with me and I would be more than happy to share our experience.

Jignesh

 

[garyk]

Or if looking at bespoke, check out OroCRM

That looks pretty good and is a great starting point as it probably has most of the functionality already that you need.

 

[edmondscommerce]

Interesting fact - Yoav of Magento Fame (he was the technical lead) is behind it

 

[edmondscommerce]

https://www.linkedin.com/in/yoavkutner

 

[D.Q.]

How many users Esk247?

 

[edmondscommerce]

Back on oroCrm - it looks like adding this extension which requires this service will then allow you to consolidate contacts across social profiles etc which I assume is the first hurdle for this kind of multi channel communications management

 

[garyk]

I think the only issue with it is one that plagues alot of crm systems; it's feature heavy. In my experience businesses only need something simple.

 

[kevinof]

Very very true. Less is more!

I think the only issue with it is one that plagues alot of crm systems; it's feature heavy. In my experience businesses only need something simple.

 

[ricky776]

What's a average cost for a bespoke crm

 

[Scoped Solutions]

Hi Esk247,

If you are considering a bespoke application we would be more than happy to discuss this with you.

As mentioned by others, bespoke software isn't necessarily as expensive as people tend to think. However, it will certainly be more than the £9.99 a month affairs that proliferate the interweb. These tend to fall into the category of one-size-doesn't-quite-fit-all-and-often-not-even-close solution.

The benefits of bespoke software are many and well documented - but probably one of the most useful side benefits is that by necessity you end up with a technology partner who understands your business rather than a salesman just after a quick commission.

We've worked with businesses of all sizes, from the likes of Jacuzzi, Fellowes and Arcadia Group down to small one man bands - and are happy to provide references on request.

If you'd like to discuss please contact me on 01282 270015 and ask for Tom.

Regards,

Tom

 

[UseYourWeb]

I'd recommend Dynamics Nav from Microsoft. Have a look at www.vozero.co.uk, they're based in Scotland but have a super friendly and flexible pricing structure. Well worth a call