The rise of customer relationship management (CRM) systems has been fast. Especially over the last 12 months, with people disconnected from their offices, a CRM is a valuable tool for keeping things running smoothly. Many CRMs like Zoho, for example, offer a whole range of tools for communication, collaboration, customer service and much more.
CRM workflows are a big part of why teams find CRMs so beneficial. Let’s take a look at why.
What are CRM workflows?
Firstly, we’ll assume you’re familiar with CRMs. In very simple terms, a CRM is software that automates sales and marketing tasks, improving business efficiency. So, what exactly are CRM workflows?
You can create CRM workflows to increase efficiency by automating certain tasks. Users can create workflows within their CRM which improve the way work is distributed, dealt with and monitored. Essentially, you assign triggers and actions within the system, and the CRM does the rest.
For example, you may have a workflow for allocating new sales leads. When the system receives a lead, it automatically allocates it to a salesperson. The rest of workflow determines how leads should be handled. As certain triggers occur, actions occur within the system to guide your sales team through the right processes.
The Benefits of CRM workflows
Naturally, any sort of automation is good for business. It saves time, money, and lets your staff do what they’re hired for. Salespeople are generally not great at paperwork. That’s not what they’re paid for either. So, let the system handle repetitive, manual tasks. You want your team selling and earning revenue.
Here are some more specific reasons why you should consider implementing CRM workflows.
Customise to suit your business
Firstly, you’re in control of the workflows. If you want things done a certain way, you simply create the workflow to reflect that. You can customise everything to suit they way you do business. If you’ve got certain deadlines, set the reminders to ensure they’re met. CRM workflows put you in the driver’s seat and create consistency.
Allocate tasks based on skills sets
If you’ve got a sales team with a broad selection of skills, why not use them more efficiently? Let’s say you’ve got 5 sales reps, all specialising in different product lines. You can create a workflow that allocates leads based on people’s skill sets. It all happens automatically, so you don’t even need to think about it.
Ensure you meet deadlines
Another benefit of CRM workflows is the fact you can create notifications and reminders. If a task isn’t completed on time, reminders are sent to the staff member. As a manager or supervisor, you can be notified too, so you can ensure the work gets done.
Improve customer service
Finally, CRM workflows improve customer service. Nobody likes to be kept waiting. From leads to product returns to customer support, timeliness matters. CRM workflows seamlessly allocate tasks and help ensure they’re completed on time. Ultimately, it’s a way to enhance your reputation for great customer service.
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