By Kimberly Heuser, ServicePower
When it comes to unifying your customer service suite, nothing is more important than a comprehensive and easily accessed CRM (Customer Relations Management software). This is especially true if all or part of your business model involves offering a service to customers out in the field. From touring real estate properties with new home buyers to repairing on-site manufacturing equipment, knowing who and what you are dealing with is vital for preparing your field based employees for each mission. Fortunately, briefcases full of folders and paperwork are no longer necessary for the modern traveling professional. Smartphones, tablets, and rugged laptops can bring the support of your entire business and proprietary service software with them to the client's location.
Apps: Not Just For Customers
One of the main benefits of having an integrated CRM is accessibility. Your sales team can access it when they are contacting a new lead or previous client, and add data based on the quality of their interaction. Your tech support team can reference a client's history of services and requests quickly, creating the effect of continuous support even if customers deal with a different technician each time. However, you don't need a desktop computer to provide the same support to your agents out in the field. When you provide custom tailored mobile apps to your field based teams, they can prep for a new customer encounter in minutes simply by skimming the CRM data. This will help them understand the client they're about to meet, what to expect from the appointment, and get information based on the customer's recorded history with the company as well.