happy ceoCRM Success offers analysis and solutions for the most common problems organizations like yours experience today. Select your area of concern below to receive the industry best practices advice:

Low Customer Enrollment

According to the CRM Success’s CRM Report, properly implemented CRM software can help significantly increase customer acquisition (as much as 48 percent, looking at the healthcare industry as an example), and even select more desirable types of clients. If you had one system, designed only for Health Plans, that manages all your prospects, quotes, marketing campaigns and expenses; powerful reports; opportunities; competitors; and your sales and marketing library, you would be empowered with the advantage to do the same job required to enroll a new group in less time and instantly access crucial information for faster closure.

Most of our respondents reported a decrease in data entry, increase in service quality, and control over the sales process. Direct sales became more predictable and communication with brokers and agents improved significantly.

One Demo is better than a thousand words, and one Design Audit is better than a thousand demos. We encourage you to follow our CRM proverb and take advantage of this opportunity.

 

Low Productivity

Every organization goes through very busy times and idle times, when there is not enough to do. It does not depend on the size of your companies; everyone experiences “feast or famine”. Your reps get used to quiet periods, and it takes them too long to speed up when heavy seasons come.

Imagine having all the prospect or customer information you need, in one place, even before you take the call, and then a history of all interactions. Old style data silos prevent people from doing their jobs professionally. CRM Successmakes it possible to have everything done on one call: one and done.

 

Minimizing Expenses

It is common for most organizations to be overflowing with piles of paper and have no ability to track the current status of client applications; to be stuck with old outdated systems that do not integrate with underwriting, claims, accounting, or other databases; to invent redundant time-consuming dodges for data validation and verification, etc.

“Brute force” is the most common approach that Health Plans take in order to solve their problems: they hire more people to handle data processing and eliminate delays. Does it bring desired structure and order? Not necessarily. More reps become involved in this chaotic movement, your administrative expenses increase, but results are still quite unsatisfying.

The proper way to achieve some peace of mind is to go automated. Health Plans are in desperate need of a system that has all the information in one place, provides process management, provides easy communication between departments, helps increase productivity, and facilitates successful customer relationship management. All this functionality and much more is built into the our CRM systems; which can even include an Expense Tracking tool to provide you with more control over your dollar.

One Demo is better than a thousand words, and one Design Audit is better than a thousand demos. We encourage you to follow our CRM proverb and take advantage of this opportunity.

 

Competitor Tracking
Everyday your competitive advantage against industry rivals is being eroded by the people in your organization. Daily discoveries of why you won or lost a prospect are made and not captured. In our experience, the easiest way to profitability is not doing more quotes, offering new services, or expanding your staff. The best way is to increase your close ratio, and the most successful way to sell more in less time is to learn what does not work, avoid it, and do repetitively only what works.

Once you have captured the competitive business intelligence, inculcation is done simply by letting CRM Success show you how to apply the specific knowledge for your processes, keyword searches, and competitors library. Imagine that you might know who you compete against on a contact even before your quote. Now you can.

In an increasinly competitive marketplace, your brand and service distinctions will make the difference. Positioning your competitors behind you through planting targeted landmines will help you to close more. Such positioning is delivered through automated CRM Success relationship building processes. Moreover, knowing the precise timing gives you the best advantage over your competition increasing morale with the powerful tools we can offer you.

One Demo is better than a thousand words, and one Design Audit is better than a thousand demos. We encourage you to follow our CRM proverb and take advantage of this opportunity.

 

Internal Communications

Lack of internal communication can lead to disastrous situations in an organization.

Communication disasters are not uncommon in companies, whether intra-departmental or inter-departmental. Such failures in communication result in customer acquisition/renewal delays, blunders, quality deterioration, activity hold-ups, and indecision. Such problems have so far been overlooked and no structural remedy was found.

In an era when mergers and acquisitions are the order of the day, merging two diverse work cultures is a gigantic task. Needless to say, the reason for failure of mergers was never considered due to lack of proper and tactful communication.

Now many corporate houses have started understanding the significance of streamlining their internal communication set-up.

When there is no harmony within an organization, efficiency suffers, and very often it is the head of the organization who is blamed. But very few realize that disharmony is a consequence of lack of communication within the company. A sort of distrust or unwillingness to achieve the organizational goal is prevalent.

Motivation

All work done by a Sales and Marketing rep could be roughly divided into two groups:

  • Doing some actual work (which might include communication with the external world, customers, prospects, etc.).
  • Communicating with colleagues and management (internal communication).

The latter includes:

  • Reporting on the work that has been done to managers or colleagues who should know the results (e.g., accounting department).
  • Getting new assignments from managers (formal) or colleagues (informal).
  • Giving assignments to others.
  • Searching/giving information on experience that could help in completing current tasks.

While doing the job is considered important, the reps tend to pay less attention to the internal communication and try to keep it to bare minimum, e.g., informing only managers. Insufficient internal communication may lead to the following undesirable effects:

  • The information on the status of the task is known only to a person who completes the task, or maybe his/her direct manager. Any questions about this status (e.g., from a customer) cannot be answered if the person (and his manager) is away.
  • Information on a completed task or a new assignment does not reach the next in the chain on time (or does not reach them at all), i.e., the things “fall through the cracks”.
  • It takes too much time to find information on past experience (e.g., the person who had it is out of reach when needed). A solution is reinvented repeatedly (and possibly not in an optimal way).
  • Managers do not know how much work is on the table of each rep. As a result, the overloaded reps may get more assignments, while underloaded reps have nothing to do.

Is it possible to make internal communication work without increasing the time each person spends conducting it?

How to make internal communication effective

It may seem that the obvious solution to make the internal communication more effective in the electronic epoch is to use electronic means instead of papers, email being the most straightforward alternative for this end. However, business practice shows that switching from paper to electronic channels does not necessarily solve all internal communication problems. For example, mailboxes can be easily clogged due to mixing external and internal communication, etc.

Our solution

CRM Success, based on its own research, has developed a special state-oriented approach to business process orientation that can help solve the problems of internal communication. In cooperation with our partners and customers, we have developed a system that provides:

  • Friendly, pleasant, and efficient means for internal communication for everyone.
  • In addition, for middle management, it provides information on the state of sales process, history, and all activities, as well as on distribution of resources between these activities (who is overloaded, and who has nothing to do). The information can be used for faster planning, resource redistribution, conflict resolution, etc.
  • Moreover, for higher management, it provides reliable reports for statistical analysis, which can help in strategic planning and decision making.

 

Multiple Offices and Branches

Having access to customer and partner information anytime and at any place is vital in today’s competitive environment. CRM Success offers you four options that will allow you to harness the power of remote access and will ensure that your whole organization always has a complete and single view of your customer.

Web Client: Through the Web Client your customer-facing team has local or remote access to our modules through browser interface. It is easy to use, highly customizable with a low cost of ownership.

Remote Client: This module has the full functionality of the Sales Client available completely offline, meaning a sales person can be with a client updating his local information then and there. Once the meeting is over, changes can be synchronized immediately when he gets home or is next time in the office.

Branch Office: A Branch Office works on the same principles, but it supports network users at a remote office location; the synchronization process is completely transparent for those network users. The advantage of using a Branch Office is that accessing a database locally will give you must faster access to the data, and for very large implementations, can be used to distribute users.

Terminal Server:
 CRM Success components are supported to be accessed via a terminal server session, this gives a low maintenance method for enabling remote users and administrators to access the full functionality of any of our software components.

Disconnected users require data synchronization. CRM Success provides a robust synchronization scheme to handle this data transfer. It handles synchronization data logging automatically, with no additional development effort.

Data synchronization enables remote salespeople to access up-to-date corporate data on their “disconnected” mobile devices. The main office contains the host database, the central set of shared synchronization folders, and the CRM Success synchronization server. It supports all users who connect to the host database. CRM Success remotes include both remote users and remote offices. Remote users work with their individual databases on their own machines. Remote offices can support network users who connect directly to the remote office database.

As each user makes changes to his or her database, CRM Success tracks the field-level changes and the time and date of the change, the user and site that performed the change, and other details.

Tracking field-level details about each transaction makes possible sophisticated conflict resolution, efficient processing, and data rollback so erroneous updates can be undone.

CRM Success record-level security is based on the concept of account ownership. Account ownership defines which users have access to an account and the contacts, opportunities, and other information associated with that account. Field-level security controls data access at the table or field level.

One Demo is better than a thousand words, and one Design Audit is better than a thousand demos. We encourage you to follow our CRM proverb and take advantage of this opportunity.

 

Decrease in Service Quality

Service is the area of greatest weakness in overall customer satisfaction, even though organizations have direct control over their customer service staff, regardless of the business model.

Companies can have more control over the situation by regularly analyzing Customer Service performance measures reports. You should keep track of at least the following measures:

  1. Customers served per month
  2. Average number of complaints per month
  3. Number of emails processed per month
  4. Average wait time per call
  5. Number of one-and-done calls per month
  6. Average time per account activaation
  7. Customer satisfaction rating

Quality tracks a wide variety of customer acquisition and retention info, products/services, quotes and rates, leads and prospects, opportunities, and outcomes measures through an automated information system, enabling organizations to conduct historical comparisons, trend analysis, and ongoing quality improvement.

 

Excessive Paperwork

CRM Success replaces the paper-based system, slashing the time required to update client records, and increasing employee job satisfaction. Not only does it provides real-time access to the computerized customer record, reducing time spent on documentation and eliminating dependency on paper, HMOZ also enhances communication among managed care reps to help them quote, sell, and market more efficiently.

When companies engage CRM Success, concentrating on centralizing data from multiple legacy systems into a single repository for clients, competitor information, contacts, opportunities, and leads. Sales representatives have access to critical data for on-the-spot up-selling and cross-selling, a critical step for increasing customer satisfaction and revenue, while reducing paperwork.

One Demo is better than a thousand words, and one Design Audit is better than a thousand demos. We encourage you to follow our CRM proverb and take advantage of this opportunity.

 

Mobile Reports

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