By: Omar Abdul-Hafiz
There are 8 essential elements
For a CRM Software system to be truly competent and reliable, it should possess 8 major features, and they are as follows.
Managing your customers’ information
From the moment a customer buys one of your products or services for the first time, you should be able to capture basic information about him/her. Such information may include name, address, phone number, occupation, and so on. They will be very useful moving forward for all sorts of purposes. But since they are largely personal information, this makes them very delicate and therefore storing them requires a high level of security. Moreover, the system should be able to store them so they would be easily retrievable once needed in the future. This feature is also known as customer profile management.
With that in mind, a cutting-edge CRM software system must have the ability to handle all your customers’ information for you. It should allow you to easily capture customers’ details and store them securely and conveniently for future use.
Handling your customers’ orders
In telecom, products and services can be highly compound and complex, since they can be comprised of various parts that each come from separate providers. This is what is famously known as the value fabric concept as opposed to the traditional value chain. For this reason, your CRM system should enable you to effortlessly manage your customers’ orders from the moment they are captured and all the way towards their completion or cancellation with thorough tracking and status checking in between. This is typically accomplished through seamless integration with your own order management system.
Troubleshooting and case management
No matter how perfect your level of service and product/service quality may be, there’s always at least a faint possibility for errors, glitches, or customer issues to come up now and then. That being said, you should always be ready to capture your customers’ inquiries and complaints. Next, you also need to be able to quickly communicate the details of a complaint with the related department(s) and keep track of it until the issue has been fully resolved and the ticket is closed and archived.