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The topics of the questions range from financial and administrative functions to commercial and information systems.\r\n\r\nThe customer support agents handled their incoming tickets through Outlook and phone channels. The outdated system made it very difficult for them to integrate these channels under one domain. Testing out other SaaS tools failed to work to their benefit considering the limited resources the tools offered. They faced constant dissatisfaction of the customers who waited forever for a follow up.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">&quot;We adopted Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently.&quot; - Christophe Tomborski, Back Office Manager, Bridgestone</span>\r\n\r\n<span style=\"font-weight: bold;\">The Solution</span>\r\nThe company wanted to turn things around and have a solid customer support system that not only provided spectacular multiple channel support but was also simple and effective. They were introduced to Freshdesk by the French authorized reseller, Cirruseo, while they were trying out another product.\r\n\r\nDuring their evaluation phase, they tested the full functionality of Freshdesk by testing a web portal. The fully customizable portal arrested their attention immediately. Multiple channel support, ease of use and the SLAs helped them escalate their decision to finalize Freshdesk as their customer support helpdesk.\r\n\r\n<span style=\"font-weight: bold;\">The Benefits</span>\r\nFor Bridgestone’s agents, the shift to Freshdesk helped them realize their goal of having a single point tool to handle support across all channels. The multiple channel support assists the agents to get back to their customers across all departments with timely responses, which was not feasible previously.\r\n\r\nService level agreements (SLAs) deployed using Freshdesk eased their work and increased the productivity. They were 95% successful in scaling up their customer support ladder by responding to tickets faster with the aid of these SLAs.\r\n\r\nFreshdesk helps Bridgestone’s agents integrate satisfaction surveys into their customer support conversation, allowing them to measure the happiness of their customers. Gamification is another feature which is very popular with the team and motivates everyone to work efficiently. Crisp reports and gamification features of Freshdesk helps the agents keep track of their helpdesk activity and also monitor the efficiency of the entire system.","alias":"freshdesk-for-bridgestone-corporation","roi":0,"seo":{"title":"Freshdesk for Bridgestone Corporation","keywords":"their, support, Freshdesk, agents, customer, Bridgestone, them, with","description":"<span style=\"font-weight: bold;\">CHALLENGES</span>\r\n\r\n<ul><li>Old-school ticketing systems</li><li>Lack of customer happiness</li><li>Lack of multi-channel support</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">The Company</span>\r\nFounded in 1931, Bridgestone i","og:title":"Freshdesk for Bridgestone Corporation","og:description":"<span style=\"font-weight: bold;\">CHALLENGES</span>\r\n\r\n<ul><li>Old-school ticketing systems</li><li>Lack of customer happiness</li><li>Lack of multi-channel support</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">The Company</span>\r\nFounded in 1931, Bridgestone i"},"deal_info":"","user":{"id":765,"title":"Bridgestone Corporation","logoURL":"https://old.roi4cio.com/uploads/roi/company/The_Bridgestone_Corporation.png","alias":"bridgestone-corporation","address":"","roles":[],"description":"Bridgestone Corporation is a multinational auto and truck parts manufacturer founded in 1931 by Shojiro Ishibashi&nbsp; in the city of Kurume, Fukuoka, Japan. 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font-style: italic;\">Custom Ticket Status</span> Create custom statuses that suit your workflow to identify what stage a ticket it in.\r\n<span style=\"font-weight: bold; font-style: italic;\">Scenario Automation</span> Perform multiple actions on a ticket with a single click by automating repeated actions.\r\n<span style=\"font-weight: bold; font-style: italic;\">Canned Responses</span> Provide quick, consistent responses to common questions by creating pre-formatted replies. <span style=\"font-weight: bold;\">Resolve issues together</span> Work together as teams to quickly and efficiently solve customer problems.\r\n<span style=\"font-weight: bold; font-style: italic;\">Team Huddle</span> Discuss specific parts of tickets with experts from across your company to figure out the best solutions.\r\n<span style=\"font-weight: bold; font-style: italic;\">Shared Ownership</span> Share ownership of tickets with other teams without losing visibility into progress being made on the issue.\r\n<span style=\"font-weight: bold; font-style: italic;\">Linked Tickets</span> Link related tickets together to keep track of widespread issues and deliver consistent responses.\r\n<span style=\"font-weight: bold; font-style: italic;\">Parent-child Ticketing</span> Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.\r\n\r\n<span style=\"font-weight: bold;\">Support across channels</span> Unify and manage all support-related communications from multiple channels on a single platform.\r\n<span style=\"font-weight: bold; font-style: italic;\">Email</span> Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.\r\n<span style=\"font-weight: bold; font-style: italic;\">Phone</span> Set up a fully functional call center and record and track calls by converting them into tickets.\r\n<span style=\"font-weight: bold; font-style: italic;\">Live chat</span> Assist prospective customers and provide real-time support on your website through live chat.\r\n<span style=\"font-weight: bold; font-style: italic;\">Social media</span> Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.\r\n<span style=\"font-weight: bold; font-style: italic;\">Website</span> Let customers raise tickets from your website and display related knowledge base articles as they type.\r\n\r\n<span style=\"font-weight: bold;\">Increase your team’s productivity</span> Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks.\r\n<span style=\"font-weight: bold; font-style: italic;\">Ticket dispatch</span> Automatically assign tickets to agents and groups based on keywords, requester or properties.\r\n<span style=\"font-weight: bold; font-style: italic;\">Intelligent ticket assignment</span> Assign tickets to agents based on their current workload, skill or using the round robin method.\r\n<span style=\"font-weight: bold; font-style: italic;\">Time-triggered automation</span> Execute maintenance activities on tickets based on the time lapsed since an event happened.\r\n<span style=\"font-weight: bold; font-style: italic;\">Event-triggered automation</span> Implement one or more actions on specific tickets as soon as an event happens.\r\n<span style=\"font-weight: bold; font-style: italic;\">Automatic email notification</span> Notify customers and agents automatically about the changes happening in their ticket.\r\n\r\n<span style=\"font-weight: bold;\">Help customers help themselves</span> Create a self service experience for customers with a knowledge base and forums.\r\n<span style=\"font-weight: bold; font-style: italic;\">Automatically suggest solutions</span> Allow relevant solutions to pop up for customers and save time for your agents and customers.\r\n<span style=\"font-weight: bold; font-style: italic;\">Email to Kbase</span> Let agents convert their ticket replies into knowledge base articles, as they reply.\r\n<span style=\"font-weight: bold; font-style: italic;\">Feedback mechanism</span> Writers will be notified automatically about feedback on their articles so they can implement them.\r\n<span style=\"font-weight: bold; font-style: italic;\">Solution article analytics</span> Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped.\r\n<span style=\"font-weight: bold; font-style: italic;\">Forum moderation</span> Setup moderation workflows to ensure posts violating your guidelines don't go live immediately.\r\n<span style=\"font-weight: bold; font-style: italic;\">Link forum topic to ticket</span> Convert critical issues raised in the community into tickets so they get the required attention.\r\n\r\n<span style=\"font-weight: bold;\">Measure and improve efficiency</span> Identify problems, plan based on metrics and improve helpdesk performance.\r\n<span style=\"font-weight: bold; font-style: italic;\">Helpdesk reports</span> Understand how different agents and groups are performing based on various helpdesk metrics.\r\n<span style=\"font-weight: bold; font-style: italic;\">Customer satisfaction ratings</span> Gauge how customers feel about your support using customer satisfaction reports.\r\n<span style=\"font-weight: bold; font-style: italic;\">Dashboards</span> Monitor your helpdesk using real-time data about tickets, trends and groups.\r\n<span style=\"font-weight: bold; font-style: italic;\">Answers and Insights</span> Easily access data and reports and get custom insights important to your business everyday.\r\n<span style=\"font-weight: bold; font-style: italic;\">Schedule reports</span> Schedule default and custom reports so that you can receive them in your inbox periodically.\r\n\r\n<span style=\"font-weight: bold;\">Complete customization capabilities</span> Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.\r\n<span style=\"font-weight: bold; font-style: italic;\">Portal customization</span> Customize the look and layout of your support portal with full CSS customization and ready-made themes.\r\n<span style=\"font-weight: bold; font-style: italic;\">Customize agent roles</span> Give differential permissions for access and actions according to the roles and responsibilities of agents.\r\n<span style=\"font-weight: bold; font-style: italic;\">Custom ticket forms</span> Collect information relevant and important to your business by adding and modifying fields in the ticket form.\r\n<span style=\"font-weight: bold; font-style: italic;\">Custom URL</span> Use your own vanity URL for your support portal and provide a seamless customer experience.\r\n<span style=\"font-weight: bold; font-style: italic;\">Custom Apps</span> Build and integrate custom apps to carry out workflows that are unique to your business.\r\n\r\n<span style=\"font-weight: bold;\">State of the art data security</span> Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.\r\n<span style=\"font-weight: bold; font-style: italic;\">Custom SSL certificates</span> Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.\r\n<span style=\"font-weight: bold; font-style: italic;\">IP and Network restrictions</span> Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).\r\n<span style=\"font-weight: bold; font-style: italic;\">Identity &amp; access management</span> Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.","shortDescription":"An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":6,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshdesk","keywords":"your, tickets, ticket, agents, with, customers, support, helpdesk","description":"\r\n\r\n\r\n<span style=\"font-weight: bold;\">Keep track of conversations</span> Prioritize, categorize and assign tickets so you never lose track of them.. <span style=\"font-weight: bold; font-style: italic;\">Team Inbox</span> Track and manage incoming support ticke","og:title":"Freshdesk","og:description":"\r\n\r\n\r\n<span style=\"font-weight: bold;\">Keep track of conversations</span> Prioritize, categorize and assign tickets so you never lose track of them.. <span style=\"font-weight: bold; font-style: italic;\">Team Inbox</span> Track and manage incoming support ticke"},"eventUrl":"","translationId":1327,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":5,"title":"Enhance Staff Productivity"},{"id":7,"title":"Improve Customer Service"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":175,"title":"Aging IT infrastructure"},{"id":174,"title":"No unified email system"},{"id":177,"title":"Decentralized IT systems"},{"id":340,"title":"Low quality of customer service"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer attrition"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://freshdesk.com/resources/case-study/bridgestone-europe-customer-support","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}},"aliases":{"1":["freshdesk-for-bridgestone-corporation"]},"links":{"first":"http://apis.roi4cio.com/api/implementations?page=1","last":"http://apis.roi4cio.com/api/implementations?page=1","prev":null,"next":null},"meta":{"current_page":1,"from":1,"last_page":1,"path":"http://apis.roi4cio.com/api/implementations","per_page":20,"to":1,"total":1},"loading":false,"error":null},"agreements":{"agreementById":{},"ids":{},"links":{},"meta":{},"loading":false,"error":null},"comparison":{"loading":false,"error":false,"templatesById":{},"comparisonByTemplateId":{},"products":[],"selectedTemplateId":null},"presentation":{"type":null,"company":{},"products":[],"partners":[],"formData":{},"dataLoading":false,"dataError":false,"loading":false,"error":false},"catalogsGlobal":{"subMenuItemTitle":""}}