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Importance of IVR and CRM in Small companies

Did you know that there is an amazing Customer Relationship Management (CRM) function on the Gateway with all of your customer’s information stored, ready to be used?

Nov. 23, 2012 - PRLog -- Did you know that there is an amazing Customer Relationship Management (CRM) function on the Gateway with all of your customer’s information stored, ready to be used?

When you log in to the Gateway select: Credit Card/Admin /CRM

Here you can run several reports that will enable you to improve your relationship with your customers.
For example – December is almost here, so lets find out which customers have a birthday this month as they are quite often forgotten

Select your company from the drop down list
Choose Dec in both of the Birth Month lists
Hit Search

This will produce a spreadsheet showing all of your customers with a birthday in December, which can be downloaded at the click of a button.

The spreadsheet also shows other data for these customers, like the total number of transactions and total amount spent. If you wanted to send everyone a birthday card, an email or a text – all of the necessary contact details are also available on this sheet.

If you wanted to be more selective and send a birthday discount to your top ten customers with a birthday in December, you can easily sort the spreadsheet in excel to show the biggest spenders.

There are so many angles you could work from to improve customer relationships!

Select your company from the drop down list
Select the dates for the previous month
Input 1 in the # Transactions field, and select the = option

This will show all new customers created in the last month, who have made only 1 transaction. These people have used your services but for some reason they haven’t returned. Don’t let them get away so easily! Send them a message or a pin for some free minutes to get them back again!

As a consumer, do you ever feel that years of remaining loyal to one brand or company are often overlooked? New customers seem to get better deals and discounts, but your constant custom isn’t rewarded? Don’t let your customers feel like this – use the CRM function to run a report showing your best spenders, or those who have made the most transactions in the past month, 6 months, year….the options are endless

To find those loyal customers, try running a report showing those who have spent more than a certain amount:

Select your company from the drop down list
In the Total Spend section enter the chosen amount (in pounds). Here we've used 500
Make sure the correct symbol is selected

>Search will run a report showing total spend greater than £500

Finally, to locate those previously loyal customers, with the hopes of enticing them back – try this:

Select your company from the drop down list
In the Last Transaction fields enter the dates 01/01/2012 – today
In the # Transactions field enter a figure, for this example 40, ensuring the greater than > symbol is selected
Download the report

This will show all customers with more than 40 transactions – the most recent of which was in the current year. These can be organised by date, then analysed. In the example below we learn that there are several high spending clients that haven’t called in the past few months.

These people can then be contacted and hopefully encouraged to come back, send them a note saying ‘We Miss You’ or offer them a free reading to persuade them to bring their business back to you.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, CEO Amazon.com

CRM is your way to having the biggest party guest list – make sure everyone is invited!

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