Mining CRM: The Ready-Made Solution for the Mining Industry

Today’s mining industry faces many operational challenges, not to mention production declines, fluctuating global demand and cyclical prices, all of which threaten the operational success of on-site operations. At the same time, managing customer relations, human resources and workflows are becoming increasingly central to overall business success. Companies that don’t invest in strategies that address these challenges will not be in business for much longer. In today’s digital economy, integrating advanced technology is synonymous with improving one’s business. In the mining industry this means adopting automated workflow systems that enable consistency across the entire range of operations.

Mining companies that supply equipment or provide drilling services, support services and geophysical services can greatly enhance their business through workflow automation. The best way to accomplish this is through CRM, or customer relationship management, which goes above and beyond what the name implies. Not only does CRM enable a corporation to manage its customers, it enables the full-scale management of the enterprise, from on-site exploration and drilling to back-office support. Through CRM companies can customize workflows for case management and escalation, as well as automate routine processes already in place.

Unfortunately, many mining companies today have not integrated management systems; on-site workflows are not linked to business applications, which mean no enterprise-level solution covering sales, marketing and production exists. Given the external challenges affecting profitability in today’s economy, the last thing a company needs is internal asymmetry. Failure to implement an enterprise-level solution that links the entire business to centralized databases and processes harms a company’s overall productivity, business intelligence and, ultimately, sales. For the mining sector these challenges can have harsher consequences when you factor equipment malfunctions, worker injuries and communication challenges many companies face on-site. Mining CRM is a ready-made solution to tackling these challenges.

By opening up the communication channels and centralizing the company’s information hub, CRM enables the marketing and sales side of a mining operation to route business leads and reach out to clients. On the operations side, CRM enables on-site managers to track performance, identify and address equipment failure and reduce overall costs. All of these features give the mining enterprise the power of agility, quick response time and business intelligence needed to perform in the global marketplace.

Whether simple or complex, CRM makes every task functional and easy to use. As the popularity of mining CRM continues to grow, additional features and applications are sure to grow with it, which will enable further innovation, productivity and, above all, cost savings. Cloud-based CRM functionality is already being applied to mining; with it comes great promise of scalability and on-demand service, all hosted in a virtual environment, free of infrastructure costs.

Mining industry CRM is more than just centralizing all your business contacts. It enables fluidity across the entire enterprise, linking the business side with on-site operations, all while increasing productivity and output. By integrating mining CRM, corporations can facilitate collaboration, develop everlasting business relationships and improve responsiveness to the needs of a diverse client base. If leveraging the best technology is the key to enterprise success in our current economic environment, then CRM should be at the top of every list.

Natural Resource CRM: Your Best Response to Global Market Challenges

To ensure sustained growth and future prosperity, executives in the natural resource industry must be fully aware of how an unstable global economy affects demand for their products. Given the economic uncertainty facing the globe, demand for natural resources is constantly shifting, thus placing greater pressure on mining and other natural resource companies to remain agile in their business strategies. Technology will play a central role in who sinks or swims in the new economy following the recent financial crisis.

Technology drives productivity in all aspects of the natural resource industry, from exploration to extraction and up to transport and sales. If a corporation truly wishes to increase its productivity gains, these processes must be linked and managed effectively. When you factor in the heightened risks, human resources challenges and communications needs of natural resource companies, management of the entire value chain becomes even more important. Despite the challenges facing the natural resource industry, new technologies in customer relationship management (CRM) are creating new opportunities for companies looking to stay competitive.

Natural Resource Industry CRM provides solutions to all these challenges and more, ensuring that corporations operating in the industry can respond to, and prepare for, the needs of a fluctuating marketplace. Natural Resource Industry CRM allows mining and energy companies to improve their operational performance, all while controlling costs. With fluctuating demand and unstable pricing, CRM can ensure that natural resource companies are operating efficiently, getting the most out of their business relations and lowering costs both on-site and across regional operations.

Because so many natural resource companies operate in remote locations and other harsh physical environments, operational risks, human resource liabilities and equipment malfunction are disproportionately high when compared to other sectors. Let’s face it: natural resource exploration and extraction is a tough business. Despite the recent mining boom, growth has been limited by global recession and prices have not exactly been favourable to producers. Thus, the impetus is on corporations themselves to carve out an efficient business strategy that responds to these challenges.

Natural Resource Industry CRM manages operational risks from the most basic to the most complex. With CRM in place, companies can monitor and thus manage operational risks, including worker injuries, equipment malfunction and delays in production. Exploration CRM in the mining industry can ensure that a mining operation adheres to SECA standards; Discovery CRM for upstream oil and gas producers can be specifically engineered to provide detailed information on wells, rigs and leasing requirements.

The key attribute of Natural Resource CRM is its ability to automate the entire management process of an operation. CRM in the energy sector integrates with leading well and production data sources that can be quickly leveraged and used to support the business side, leading to stronger marketing, services and sales. Best of all, CRM allows companies in the natural resource industry to integrate their operational systems with the rest of the organization, resulting in a truly complete information management system that can provide business analytics and improve profitability.

Natural Resource CRM is the best response to global uncertainty. By aligning their information management system with on-site operations and strengthening their business intelligence, companies can implement a more effective business strategy, thus preparing them for whatever the market has in store.

Dig Deeper with CRM

Mineral exploration is a tough business. Whether risk management, health and safety, permit-seeking or other regulatory bottlenecks, mining companies face many challenges. Being forced out into remote regions for long periods with millions of dollars worth of equipment can be a daunting task, not to mention the human resource management that can make or break any mining operation. In this day and age, mining companies have to be agile and open to technology if they are to succeed. Technology drives productivity and productivity in mining is everything. It’s what separates a strong mining operation from a weaker one and ultimately determines who is profitable and who goes under. In fact, how a mining corp manages its risks, its people and its communications with head offices can determine whether it succeeds or fails. But with every challenge comes an opportunity. Companies that can withstand the elements and manage their business effectively can reap the rewards of a very lucrative industry. This is where CRM can help.

CRM, or customer relationship management, is more than the name implies. Not only does a CRM system enable a company to stay atop of its business relationships, be they with clients or regulators, it enables the full-scale management of a mining corporation’s risks, human resources and legal information. Hiring a CRM consulting team to fully integrate the CRM system with on-site operations could very well be the best investment a mining executive can make. CRM consultants can develop custom workflows for case management and escalation, as well as integrate applications that record equipment defaults and warnings, which are routed to the appropriate service center or technician for quick repair.

One of the biggest investments a mining operation makes is in its equipment; without it, excavation efforts are meaningless. Doesn’t equipment deserve to be properly managed throughout its lifecycle? Would this not optimize the equipment’s performance? CRM is a small investment when you look at the big picture: healthy and functional machinery cannot be compromised when out in the field.

The strength of CRM lies in its ability to automate the management system that is vital to a mining operation. From managing the lifecycle of machinery and equipment to detecting and resolving equipment malfunctions, CRM makes the job easier every step away. The entire lifecycle of the equipment is accessible through the CRM system on-demand through an easy-to-use self-service portal. All this amounts to hundreds of thousands of dollars in savings annually per machine and all you had to do was invest in a system that looks after your biggest asset: your machinery.

By integrating CRM, mining corporations can enjoy the digital advantage that their predecessors could only dream of. Take advantage of the mobile capabilities CRM offers, which allows employees to access the full system through their smart phones. Reduce costs even further by harnessing cloud-based CRM, which hosts all of your management applications and services in a delocalized, scalable environment with minimal infrastructure costs. Whatever road a mining company embarks upon, CRM can ensure that the ride is smooth. The power of advanced technology can transform capabilities and organize operations across vast distances and time zones. For the mining industry, nothing is as timely. Integrate CRM and help your company dig deeper to achieve the productivity gains you’ve always envisioned.

Mining CRM: The Productivity Enabler

The mining industry is all about productivity. Not just productivity in terms of drilling and extraction, but productivity in all activities. More information leads to greater productivity and greater productivity means doing the same thing in less time and at a reduced cost. Time and cost savings increase profit margins, enabling your company to do more with less.

One of the simplest yet most effective ways companies all over the world are increasing their productivity is through CRM—customer relationship management. More and more companies are becoming tech savvy by integrating CRM software into their business, which provides them unprecedented market intelligence that allows them to better meet the needs of their clients. So why don’t more mining companies use CRM?

A powerful CRM system can change a mining company’s entire operation. No longer will your customer service efforts be hampered by lost information. A fluid CRM system means that your clients’ information can be accessed in the lab, office, production facility or even on-site, ensuring that each part of your operation gets the information it needs when it needs it. With CRM software you can do this faster and easier. Straight from the lab or office to the most remote locations and vice-versa, CRM is what keeps you agile in a competitive market.

Let’s face it: mineral exploration and extraction is a time consuming, expensive and often thankless business. It’s often done in remote parts of the world, where communication and information is less than optimal. Because so much work is done in the field, mining companies often neglect their information management system. But neglecting your management system can be very costly. How will you track your relationships with clients? How will you manage risk operations? How will you monitor health and safety issues in such a high risk field? What about permit applications? Where will they be stored and how will they be accessed? CRM has the answers to all these questions and more.

CRM removes information asymmetries about a clients, government and regulators. This information is captured in fine detail, enabling quick access to important information about all previous and ongoing relationships.

One of the biggest challenges mining companies face is how to manage risks. Every day mining operations are threatened by worker injuries, production delays and environmental hazards. With CRM in place, all these factors can be managed, from the monitoring and reporting of risk and safety to the incidence of environmental exposure. Proper management of operational risks means that liability, costs and further delays can be dramatically decreased.

CRM can also ensure that companies meet Safety, Environmental and Community Affairs (SECA) standards, especially around worker health and well-being. Mining CRM allows companies to monitor and report on the risks and hazards of a worksite, thus avoiding worker injury and further liability.

With CRM, tracking and monitoring permit applications has never been easier. The entire process becomes automated, allowing companies to manage their applications and permit activities in sequence.

When we say CRM can truly change your business, we mean just that. Improved productivity. Better market intelligence. Greater organization. Better risk management. Less exposure to liability. Better solutions. All of these and more are possible with CRM.