Customer management software

[ldjames]

There are plenty of "CRM" products out there and some look excellent - but they all seem to focus on pre-sales. Does anyone know of anything web-based that:

- Keeps track of authorised contacts within an organisation
- Keeps track of which services each organisation has with us
- Keeps track of current and past customer service requests by email (even better if it has other channels too)
- Allows for securely encrypted notes to be made with each customer service request, organisation and service

Right now, we have about 5 systems to handle these data and it's time consuming to find things when we need them. We could develop something ourselves but I think this is an area where it would be best to pay someone else to maintain it etc.

 

[toastking]

The only part of that which I'd expect not to be covered by any CRM worth using would be the securely encrypted notes element of your requirements. 1 CRM should be able to cover everything you are looking for though easily.

It depends on your budget as to what you'd go for, but the company I work for 9-5 could easily put this into place for you using Microsoft CRM.

You should certainly spec out your requirements and start approaching companies, it shouldn't take longer than half an hour to hit the headlines and then have something to approach companies with, but I'd be shocked if you needed anything like 5 systems to manage the above.

 

[Schnell Solutions]

Hi IDJames,

It looks like you have key business information fragmented across multiple systems/software products and would like to create a what we like to call a 'Single Customer View'. As toastking says, you don't need 5 systems to manage the above but I guess these 5 systems perform other business functions as well.

Without knowing more details, difficult to recommend anything but, at a high-level you have the following options:

• Standardise on one(ideally)/two applications from the 5 you already have by exploring how you can modify/adapt it to store what you have described above. You can always approach the product company and see what they can do for you.
• Look for a 6th product which will has all the features & functions of the 5 plus additional features you need. Have you tried SalesForce?
• Commission a software developer/company to develop something that will join the 5 and give you a 'Single Customer View'
• Commission a software company to develop a tailored software application that will cover all your business needs.

The issues you are facing are very common across business of all sizes and signal growth....so I call them 'Good Problems to Have'

If you can share more details we would be happy to share our experience. Hope this helps!

 

[Theo020]

I think that the best thing you need to do is buy one, or even create your own. A web-based CRM, might not be the best for you! As I know outlook has some of the features that you are asking for. The company that I used to work, are using Sage's software. If you want, you can take a look at it.

 

[ExplorerBDM]

Hi ldjames,

The company I work for specialise in creating bespoke CRM solutions, with integrated email, accounts and even Google maps. See example case here: http://www.explorer-development.uk.com/salford-city-council/

I wrote a blog item about pros/cons of bespoke software (biased towards bespoke obviously ) which you might find of interest as you decide which route to take:http://www.explorer-development.uk.com/buy-business-software-designed-everyone-else/).

I think you should take a look at both bespoke and packaged options, before settling on something.

If you like to speak to us please call 01132 899 470 and ask for Neil in Account Management (or send a direct mail on the forum).

I hope this is of interest.


Regards,

Neil

 

[Lenka Pollak]

Hi,
We have been using Salesforce for sometime and are very happy with it.
Lenka

 

[jennyling]

Have you heard of Docs Matter? It is developed with Document OCR. It can help you well organize business matters into your mobile phone. I have used it to manage my reference of study, it is helpful. Maybe you can have a try.