Business Solutions - CRM

We believe the use of Customer Relationship Management systems can greatly enhance both customer and staff satisfaction in a corporate environment.. 

We can customise, implement and train your staff to use the Microsoft CRM system using your current business processes.

What is Customer Relationship Management?

These days customer service means more than good manners buttressed by a smile. Whole new levels of effort and specificity are being demanded of businesses where their customers are concerned. At its core, CRM involves three steps: identifying the customer, learning about the customer, and serving the customer. 

It's one thing to identify a loyal customer; it's another to cultivate that loyalty. To do that, you have to know your customers. To win a customer, you've got to know this customer better than any competitor. The more you know about your customers, the easier it is to keep them and make it much more difficult for them to switch to a competitor. 

Technology makes it possible for this to be institutionalized company - wide. To be truly effective, CRM must become part of a business' culture. It cannot be simply installed; it has to be adopted. Sometimes, though, a deeply felt commitment to customers isn't enough. CRM today relies on technology to manipulate the data and produce reliable and effective information about our customers.


Microsoft CRM has embodied these concepts to include both sales and customer service components. Microsoft CRM gives users the ability to:

• Manage and track customer requests from initial contact through to resolution. 
   
• Automatically link incoming inquiries to the appropriate customer request file.
   
• Send requests to a queuing area where they can be accessed directly by teams or individuals.
   
• Automatically route requests to the appropriate representative for action.
   
• Quickly search a knowledge base containing solutions to the most common problems.
   
• Keep tabs on customer e-mail messages and generate automatic responses when appropriate.
   
• Generate reports that identify demonstrated service needs and evaluate service performance.