If your lead response time is slow, it might be killing your business. In today’s society of fast consumerism, especially in the B2C world because of buy-it-now websites and same day delivery, there is a sense of urgency when we buy anything. Over time, the quality of lead degrades which is why it is important to “strike while the iron is hot.” So if you feel like your response time is slow, it’s time to find out why and what you can do to change it.

A likely scenario is that a company has a web form and when it’s filled out by a potential customer, the email submission goes into a group mailbox. These leads are then cherry picked based on a small amount of data included in the email and sent to someone in the sales team, unsure of whether it’s the right person. These leads are often not picked up for days and with no audit trail of the exact flow and engagement timings, no one can keep track.

With SugarCRM, the journey of the lead is fully tracked and intelligently assigned to the right sales representative so not a minute is lost. Take a look at an example process definition below for automating lead assignment:

The earlier a lead is contacted the higher your chances of winning business. If you are the first out of your competitors to get in touch, you’re already further down the buying process!

If you have this problem, we would like to help solve it.

Send an email to one of our consultants: hello@sugabyte.com

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Manually entering data into all your spreadsheets is eating into your employee’s time which is actually taking them away from selling and taking care of your customers. Chances are, between switching from different windows, pieces of paper, emails and other systems, some of this key important customer data is also being lost in the process! If this is the case, you’ll notice your sales cycle getting longer and longer or even be losing more deals than ever.

In a customer experience driven marketplace, you need to have your teams working together to be able to properly understand your customers journey with your company. Attempting to get your employees to work collaboratively by sharing spreadsheets with multiple people actually makes your data more vulnerable and open to mistakes. Not only will you find yourself in a “too many cooks” situation but more importantly, you are putting your most prime and sensitive data at risk of being lost, copied or distributed outside your organisation.

If any of this sounds familiar, it’s definitely time to start thinking of moving over to a CRM.

How can SugarCRM help?

Keep all your information in one place

With SugarCRM you can consolidate all those spreadsheets into a single, detailed view of all your data that is easy to find, filter and track. Our “low-touch” platform means goodbye to the days of mass manual data entry and copy and pasting with smart integrations with your other applications and archiving options. This ensures that your data is accurate and you won’t need to cross reference with each employee in order to have a complete picture of your business. You will also be able to increase productivity by automating some of your business processes to minimise repetitive tasks and speed up your sales cycle.

SugarCRM is also a web-based system meaning you can access it from any device, anywhere. The Sugar Mobile app for smartphones and tablets also features offline sync capabilities so your team can still access all the information they need, even without any signal!

360 degree view of your customer

Track every email, phone call and meeting with your customer in one place. SugarCRM can chronologically hold all your past and present interactions and keep a history of your customer relationship, equipping your team for future conversations and sales deals. Each record will be enriched with information so they’ll be no more embarrassing phone calls trying to scramble through spreadsheets to identify the customer, what they’ve bought and what issues they’ve had.

This once static data can then be transformed into meaningful metrics using the reporting module that can quickly identify insights to help monitor performance and aid business critical decisions.

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And when you look inwards at your own business and what the customer experience looks like when a customer dials in and speaks with various departments, you know that you’re not delighting your customers in the same way.

We look incompetent when speaking with a long-term customer on the phone. We look like a really disjointed organisation. It’s embarrassing.

A real-life comment from one of our prospects in the healthcare supplier industry

This happens when your Sales, Marketing & Service teams use disparate systems for customer data.

What do you do if an employee is absent or on holiday? Or in a meeting!?

You’ll find deals are falling through the cracks and your customers’ experience drops below their expectations if your customer data (CRM) is not centralised and accessible to all customer-facing employees. Often, business can be lost and opportunities impaired because your team doesn’t know or can’t see the full picture. 

Each customer and prospect will have a history with your business and it’s important that your company understands their journey and has a clear picture of all interactions in order to enhance their experience with you. 

Would you like to solve these problems?

SugarCRM offers complete transparency between departments through detailed communication panels found on all records, including emails, calls, notes, and other-sales relevant information so your team has a 360 view of your business processes and customer journeys. It interfaces with pretty much every system out there, so CRM users don’t have to hunt through multiple applications to get the information they need.

Not only this, but with the use of Tags, Teams and Role Permissions, you can increase efficiency by only viewing the content you need to see without data overload. Our solution’s low-touch management approach means it’s even easier for your team to keep the system up to date so that if an employee leaves or is absent, their knowledge stays in the company, and not with them!

If you have this problem, we would like to help solve it.

Send an email to one of our consultants: hello@sugabyte.com

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People are naturally resistant to change, particularly if it involves a lot of work in the initial stages before results start to show. If the on boarding from your CRM partner hasn’t been successful or the configuration of the system isn’t compatible with your business, it’s going to cost you a lot of time and money.

If your sales, marketing and support teams don’t use the system, it’s not only going to be an internal issue but your customers are going to notice too. It’s going to get confusing if half of your team have adopted the new system whilst the other half are still working from spreadsheets. Important information is going to get lost, leaving your sales team to aim in the dark and desperately try to fill in the blanks to secure a deal.

Would you like to solve these problems?

Implementing a new CRM system should be helping your team, not hindering them but with the correct on-boarding, workshops and configuration you’ll get the best start with your new system.

Keep in mind and communicate with everyone who is going to be using the CRM to ensure they understand the project and get their say on what they would like to see improved to avoid low user adoption. Functionality is key, here at Sugabyte we always recommend that you ‘think big but start small’ and really focus on the “must-haves” for your CRM as opposed to the “nice-to-haves” to avoid bogging your system down with things you don’t need and won’t use.

So, how can we help?

One of the core pillars of SugarCRM is a ‘low touch management’. Sugar adopts a series of functionalities to help improve user adoption such as:

1. Sugar Connect

Creating new contacts with Sugar Connect makes creating new leads and contacts easy because for most emails, it can already pick out the first name, last name, email, job title and even the link the contact to the correct account inside Sugar. Entering new contacts for the CRM is as easy as 3 clicks inside Outlook and Gmail.

2. Sugar Hint

Sugar Hint saves time on the initial research of a new lead. SugarCRM has several contracts with data suppliers that enables the tool to automatically surface useful information about that Lead, Contact and Account and provides you with a download link that with automatically push that information into your CRM. Saving lots of time throughout the day.

3. SugarBPM

SugarBPM resolves what most companies may initially seek to use a CRM for – saving time by reducing the amount of manual data entry using automation. Mundane data updates and alerts that are typically performed manually are now done automatically so your team can focus on what they do best.

4. A world class user interface worthy of a ‘2021’ nametag that shows the right data at the right time

If you have this problem, we would like to help solve it.

Send an email to one of our consultants: hello@sugabyte.com

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