As we all know every economy consists of three sectors, primary sector (extraction such as mining, agriculture and fishing), secondary sector (manufacturing) and the tertiary sector (service sector). Service industry involves the provision of services to businesses as well as final consumers. Services may involve transport, distribution and sale of goods from producer to a consumer as may happen in wholesaling and retailing, or may involve the provision of a service. Goods may be transformed in the process of providing a service, as happens in the restaurant industry or in equipment repair. However, the focus is on people interacting with people and serving the customer rather than transforming physical goods.
Thus the nature of services may vary from one business sector to another sector, however we are discussing services here with respect to IT services.
As the service industry continues to grow over time, vendors are finding a way out to serve their customer in an effective and efficient way. IT service industry has been providing services to such sectors to eleminate the chaos between supplier and consumer gap through bringing out software services in the form of cloud CRM. Depending on sale of the product to servicing of the product, a cloud based CRM software can effectively handle the process that are invloved in the services industry. So let’s get started
CRM services helps you to keep track of all your business contacts at a single place. You can keep track of contacts of your prospective customers, existing customers, vendors, trading partners, agents and transporters.
If your providing services on equipments and machines. Manage all incoming calls related to services like machine breakdown and maintenance, equipment repair etc. This allows you set priorities and assign task to engineers on time.
Cloud based CRM services makes it easy to enter and track follow-ups or activities required on the services leads. Get timely email reminders of your follow-ups. Track today’s follow-ups, upcoming follow-ups and overdue follow-ups from CRM Dashboard. You can keep record of completed follow-ups along with easy entry of next follow-up from the single screen. Enter lead related notes for your internal users, supervisors, or any other task etc.
Setup Executives/Engineers hierarchy on your CRM, so executives and their supervisors can only see the leads related to their support team/division. For a large service industry there can me several departments. Every department may have different responsibilites and a different team. CRM will help track all service leads for specific team members.
Either it is a maintenance services call or a sales call, the activities should be closed on task completed or it is requried to set a next followup in case the task could not be completed due to any reason. Cloud based CRM can provides you the ease of scheduling the task for an upcoming date through mobile apps. This ensures that your followup are not skipped and you ensure timely delivery of services to customers.
The art of keeping customers happy is the soul of CRM. However it is very important to know the frequency of services that are being provided to customer and the customer has still complains and is unhappy. Service Lead report will help you track the in and out history to serve you with the correct information and to take the right decision on time.
Do contact us for more information, if you are a service industry and managing a team of engineers and services for machine maintenance or any other kind of equipment services. We can help you out by providing the best CRM solutions for your conerns related to services. If you have found the above information useful please share.