Help Desk Software Customer Support Software
405-516-2420

Archive for CRM – Page 2

Five More Essential Ingredients of Web-Based CRM Software

By Steve
Friday, October 30th, 2009

Cynergy software improves communications between Help Desk customer service reps and customers or employees with the Cynergy Web Based CRM ticketing system.

Cynergy Web Based CRM ticketing software can also be easily customized with multiple user defined fields, colors, labels and multiple addresses or phone numbers. If you need to be able to view only “your” help desk tickets, or if you want to be able to view everyone’s outstanding issues, Cynergy gives you Special Permissions that allow this.

Cynergy’s help desk and CRM suite of solutions can be modified to allow strategic permissions and security among your internal employees and external customers. We also allow three methods for submitting tickets and our new Project Management module allows conversing and benchmarking throughout the launching and completion of a project.

6. TIME KEEPING is as important to your bottom line as productivity levels are. Being able to justify time spent on a project or client’s site is paramount during these economic times. Cynergy keeps track of time on tickets, projects, and events.

7. DATA is what runs today’s world. That’s why we use MS SQL. We ship with SQL Express (good for 250,000 tickets) and upgrading is straight forward. Backups are easy and stable.

8. INTEGRATION into other systems and software platforms is accomplished with relative ease. We have build a Web Service that allows platforms such as PeopleSoft to update Cynergy on the fly based on changes that take place in the primary system.

9. KNOWLEDGE LIBRARY systems are becoming commonplace among most large or growing organizations. Our Cynergy CRM Knowledge Center Software can contain unlimited information easily searched on. Or you can link tickets to knowledge for content management and training.

10. ASSET MANAGEMENT is essential to any business or organization that has over 5 employees or customers. Cynergy allows unlimited User Defined Fields for keeping track of Assets.

This concludes ten pieces that any great Web Based CRM system should have. Cynergy Help Desk Software has much more than we listed above. Try out a FREE DEMO Today or Call 405 516 2420 and talk to one of our experienced Help Desk Professionals.

Categories : CRM, Uncategorized, Web Based CRM Software
Tags : , ,

Five Essential Ingredients of Web-Based CRM Software

By Steve · Comments (0)
Wednesday, October 28th, 2009

Web Based CRM Software “Cynergy had more features available than any other Support Software that
I could find. We were able to mold the Software around our business.“ J. Trimble, Trimble Industries

1. CRM stands for Customer Relationship Management. Cynergy Web Based Software offers a 3 tier structure. Company/Site/Contact that allows you to see the hierarchical relationships that exist in every organization. All communications have a user footprint and history that allows you to see detailed information.

2. WEB/Email: Should take full advantage of the Web and email in one CRM application. Email ticketing, response, and communication is becoming the norm, not the exception. Your ticketing system should center around this activity.

3. VISIBILITY into all interactions, be it external customers, internal employees, even vendors information should be viewed by your team. Cynergy also has a project manager to facilitate new projects and events and allow the team a horizontal as well as vertical view.

4. RELATIONSHIPS with independent contractors are important to many of our clients. We offer special permissions that allow sub-contractors the ability to view as well as modify tickets for “their” specific clients without the requirement of a named license. (saves you money, improves communication)

5. REPORTING is critical in today’s business environment. Having the right information on a timely basis is essential towards the decision making process that you need in your organization. Our 300+ reports can be automatically run and emailed on desired dates.

Cynergy Web Based Software Help Desk Solution can be purchased three ways:

- As a self-hosted solution on your server (you buy it, you host it)

- As a Cynergy-hosted solution on one of our secure servers (you buy it, we host it)

- As a “pay-as-you-go” monthly subscription solution on a secure server (pay monthly)

Purchase the moderately priced modules separately, as you need them, or not at all. End users have unlimited licensing.

Comments (0)
Categories : CRM
Tags : ,

Successful CRM is Web-Based Customer Relationship Management Software

By Steve
Friday, October 16th, 2009

Customer relationship management reigns supreme today. Customers are now in charge of the buy-sell relationship. They have the attitude of “do it my way or I will find a company that does do it my way.” Customers are internet savvy and use the internet to research products and companies and compare features and benefits as well as pricing. Thus, there is little loyalty to a brand if they find one with more features or a better price.

Product life cycles have accelerated. There is increased pressure for innovation. And decreased time between design and production. Meanwhile, companies are hard-pressed to bring in more revenue from potential and existing customers.

That means that companies need ways in which to access and view customer information. And managers need to find new ways to give employees better access to customer and supplier information.

Web-based Customer Relationship Management software allows a company to take full possession of all their customer information including notes that sales reps have traditionally made in notebooks, on cards, or in personal PDAs. This provides continuity and makes the data visible and accessible not only to the incoming sales reps but the entire enterprise as it may be needed.

CRM is a competitive tool, a key method for gaining a competitive edge in the game of winning and keeping customers. The success of the web-based CRM software is dependent on everyone in the company embracing it and understanding that it will make their lives better and simpler.

When the CRM software is web-based, it
- creates the same structure enterprise-wide
- ensures accountability
- creates and maintains history
- forces collaboration adn accountability
- provides visibility.

Categories : CRM, Customer Service Management Software
Tags : ,

Making Web Based Customer Support Easier

By Steve
Tuesday, September 1st, 2009
Customer Service #1

Customer Service #1

One of the biggest factors missing today on most “Help Desks” is the Human Factor. We have become a text-to-text world, eliminating the need for human personal interaction. Face-to-face has become iphone-to-iphone. Even between siblings, parents, grandparents and friends. Thus we are breeding a society of faceless relationships. I have chosen to disengage from this practice as much as possible. And have made it a practice to CALL people (yes, a phone can still do that) as often as I can. And my conversations are generally very short, because I am not a talkative type of person. But, I am determined NOT to allow my relationships to suffer as a result of technology.

And every time that I come in contact with a “Help Desk” agent, whether it is for technical customer support, support on a Web Based Help Desk or CRM Software System, I am bound and determined to improve that person’s day by leaving them with a personal gesture of some kind that will leave them feeling better than before. Now this doesn’t always happen, but I can assure you, I generally get what I want.

Awhile back I was trying to book a flight on SW Airlines. I was calling on the day of the 7 day advance, which is a day late by technical standards. The website, of course, would not allow me to book the flight without a huge penalty. So I decided to throw myself upon the mercy of the “Help Desk” agent over the phone. I began the conversation with, “I really need some help, and sincerely hope you can help me out.” Now most people are generally kind-hearted, and want to help their neighbor. I mentioned my dilemma and offered up that it was my fault for not calling several hours before, but things had snowballed on my schedule, etc, etc; The Help Desk support software agent for Southwest mentioned that they understood, that it happens to them sometimes as well. I mentioned that I realized in their job that they probably dealt with these excuses all the time, thus I really felt for them having to deal with issues like this every day, etc; we talked small talk for a few minutes on a personal level. It was obvious that the customer service agent was sympathetic with my situation, but was going to follow procedure. I asked the agent if we might be able to make any exceptions by talking to a supervisor. She said, generally not, but would be happy to get one on the phone. After 4-5 minutes on hold, she came back and said that she had talked at some length with the supervisor and that the supervisor had approved an exception due to my special circumstances.

Now I know from years of flying with different airlines that most strictly follow procedure, but I also know that if this agent and I had not spent enough time on the phone to become “personally attached” that I would not have had any chance of getting an exception. (I also know that Southwest has built a reputation for customer service which is why I use them every chance I get.)

So, keep that in mind the next time you make or take a service request on your CRM Software System. Personal contact can make the difference between a positive post on a blog that actually touts your company, or mentions of exemplary customer service for years to come verses negative responses and ill feelings from customers that a simple phone call could have made the difference for.

Categories : CRM, Uncategorized
Tags :

Making Sense of Customer Relations

By Steve
Thursday, August 20th, 2009

While many companies have Customer Relationship Management software, few companies know how to make sense of their customers’ information or understand what further information about their customers would be helpful. In this time of changing markets and needs, it is very important to obtain and use key pieces of customer information to become sensitive to their changing needs and to keep customers working with your company.

Customer relations are changing. Customers are not likely to want any more inventory than they know they will use. As a result they are buying in smaller increments and paying as they go. How does this affect your relationship with your customers? What information should be collected so that you provide customers with more value?

  • Make sure all contact information is complete. Not only is it important to get the contact person’s name and title, but you need to make sure his or her e-mail address and phone number are current. One good way to do this is to send an e-mail that is personal “thank you for your business,” gives a special offer on something they purchase routinely, and needs a reply which will verify information.
  • Identify your best customers. These are your most profitable customers. Certain key data impacts profitability, such as pricing terms, costs to serve, and products purchased. Included in this information should be data about their payment habits.
  • Use the information you know to plan and predict future marketing efforts. Based on trends and past purchases, it is often easy to plot trends in customer needs. Some CRM software will even provide such information analysis. Follow or verify information with simple, quick three-question surveys with your most profitable customers.

By using Customer Relationship Management Software (CRM software) to collect and manage key pieces of information about your customers, you can quickly identify your most profitable customers and learn to meet their changing needs.

Categories : Blog, CRM, Customer Support Software, help desk software, Web Based CRM Software
Tags : ,

Improved Business During a Tough Economy Part 3: Wise Investments Give Better ROI

By Steve
Friday, July 17th, 2009
Mired in data with outdated processes and no CRM software

Mired in data with outdated processes and no CRM software

Managers know that their workers deal with multiple layers of data every time they look for information. It is estimated that so much time is spent by sales people looking for qualified leads that only a fifth of their time is spent actually selling. Businesses have such a wealth of information that most workers are mired down in the effort to find and make sense of it all. Meanwhile, the world is becoming more automated and the workers are falling farther behind.

Business strategies and processes may need an overhaul to identify the important information and streamline its access. Agility in using the information takes “real-time” solutions that work intuitively for the worker and seamlessly with other applications the company uses in the course of the workday.

If you were to have your company’s workers track how they spend their days, you might be surprised to realize that many spend up to 30% of each day simply looking for information they need – information that should be at their fingertips. This is almost one third of their time spent on non-productive activities. Just imagine what you could do to make your company more productive and quit wasting one third of your workers’ time and pay.

The best thing you could do for your company to give a good return on the time and money spent would be to start using the best Customer Relationship Management software for your company. In some cases, this would be premise-based software, but in many cases it is much more cost-efficient to use web based crm software which can easily be configured to fit your company’s needs.

By switching to a web base crm software, you can greatly increase the efficiency of your workers. And make their lives easier in the process. Your workers need to access information in a myriad of software packages and on an array of servers. Each package has its own formatting. Yet a person such as a help desk representative may need to access information about an order or create an order (as for cross-selling or up-selling) while talking with a customer about a problem. Another person may need to access financial data for a customer to understand their bill. Their manager must access information about the length of time each worker took to solve the customer’s problem. All of these can be accessed through a web based crm software.

Each of these workers would also like the interface he sees to be customized for him – with his e-mail, his to-do list for the day, and other pieces of information he needs ready to be accessed with a single click. To be useful, the information needs to be centralized, integrated and easily accessible. Workers need to spend less time looking and use their time effectively in responding with the right information within seconds.

Your company’s CRM solution needs to connect all your company’s date, people and processes. Web based  crm fully supports workers in sales, marketing, services, and support roles. By using CRM software effectively, your company reduces its monthly costs which, in turn, increases its revenues.

When the economic times get tough, companies are often forced to realize that the very thing they have resisted may be their savior—their means of getting through the tough times and coming out ahead of the competition. For some companies, web based crm may seem like an unnecessary expense or too much technology for their business. However, workers throughout the company will be empowered to work faster, more efficiently, and more effectively. Customers will be impressed with the improved and more personal service. Prospects will be followed more easily from the point of first contact through the purchase decision and beyond. And the performance of all of your company and its actions can be tracked and analyzed to make sure that peak performance is being achieved each day.

Don’t get stuck in the processes and software you have always used when there are better ways to do things. Right now, during the economic downturn, is the best time in your company’s life to take a hard look at and question every process and every move to become more efficient and more effective in the next few months. Help your workers find their way through the layers of information. Pull them out of the mud by using the appropriate web based crm application. By doing so, your company will survive the tough times and come out a leader when the economy picks up again.

Part 1: Take Care of Your Customers

Part 2: Track Your Future Customers

Categories : CRM, Customer Support Software, Web Based CRM Software
Tags : ,

Is Web Based CRM the same as SaaS?

By Steve
Wednesday, June 24th, 2009

picture1Web based CRM, or hosted CRM, is one of the main types of SaaS (Software-as-a-Service). SaaS is any web based software, so SaaS can include various applications from web based meeting software to company-wide communication tools to customer relations management.

Why is web based CRM catching on so fast? Several studies have confirmed that businesses of all types often lose customers due to lack of frequent and appropriate personal contact. But businesses need a cost-effective way in which to have frequent contact with their customers and potential customers.

Web based CRM can be integrated with web based sales force management or your current invoicing and financial software. Unlike a premise-based CRM solution, you can have a fully unifed sales, service, operations, and accounting solution which will cut your costs and your headaches.

With web based CRM as your SaaS solution you can quit hiring IT people, quit upgrading software and the training on it, quit paying for maintenance, quit worrying about power outages causing data loss, and quit frustrating one department with the things another department does. Because it is Software-as-a-Service, you have nothing to load on your server or individual PCs, yet every person in your company no matter where they are located can access all the information they need!

With a Software-as-a-Service CRM you will have nothing to invest in – only a monthy fee or a pay-as-you-go schedule. If you have a computer with a browser and an internet connection, you can use web based CRM.

Connect your front office with your back office using web based CRM. Production will be able to communicate with billing and the customer’s invoice will be sent as soon as his product is shipped. Get up-to-the-minute reports on your inventory.

Yes, web based CRM is SaaS. But web based CRM is much more than a single software. It can be a total end-to-end solution for a variety of problems that you may have thought were unconnected. And, at a time when everyone is concerned about costs and ROI, it is the only solution that immediately and continually decreases your costs and increases your ROI.

Categories : CRM, Web Based CRM Software
Tags : , , , ,

CRM Software’s A’Changing Again

By Steve · Comments (0)
Monday, June 22nd, 2009

There are so many vendors of CRM software around the world, it is impossible to even know all the names of the CRM softwares, let alone what features each CRM software has. While many use the same platforms, each has a slightly different technology and multiple features available.

Web based CRM software is fairly young but appears to be the way to go for the vast majority of companies, especially any small or medium sized company. If you are considering web based CRM software, ask questions about storage limits, cost for additional storage, maximum number of custom tabs and fields, maximumum number of applications that can be added, and other features which could push you to upgrade sooner than you would want. Also make sure that the features and functionality offered by the web based CRM software are those that will increase your ROI or make life easier on your customer relations agents or sales force.

Implementing web based CRMknock-down-walls software is a way of knocking down all the walls in your office(s) – and those offices can be spread all over the world as well as throughout a single building. Today’s CRM software typically includes contact management software, knowledge bases, and integrated front and back office functionality.

Therefore, web based CRM software is a great tool for your whole company. The marketing department can use campaign and lead management tools. The sales force will love the offline and mobile capabilities. The customer service department will be able to see a complete history of all clients. Your back office can manage inventory and invoicing.

The latest versions of web based CRM software give great advantages over on-premise CRM software. The first one we think of is the ability to use it anywhere and any time, including the use on mobile devices (think Blackberry or laptop while eating lunch or getting coffee). They are also faster than on-premise software and often do not require re-loading or refreshing pages to continue working after entering new data.

Comments (0)
Categories : CRM, Customer Support Software, Web Based CRM Software
Tags : , ,

Is Web Based CRM More or Less Expensive Than Premise Based CRM?

By Steve
Wednesday, June 17th, 2009

Some people feel that web based CRM is priced like a utility – you pay for what you use. However, that is a myth.

Most companies must commit to a pre-determined contract that is independent of their actual use. Web based CRM does not have the hefty upfront costs of hardware meanienance, upgrades and support as well as license fees that on-premise CRM applications have. But web based CRM may include fees for extra features such as mobile or offline access, various types of industry-specific functionality, extra storage, or premium support.

Both types can offer a great array of customization. Both types offer flexibility.

Web based CRM may be less expensive than on-premise software over a two year period, but that may not hold up over five years since on-premise deployments can become less expensive as the capital assets depreciate. For companies with less than 500 employees, the real advantage of web based CRM kicks in about year 7 of the deployment. These organizations are able to delay upgrade cycles due to integration and customization.

There may be issues that affect the cost that are not usually considered. Downtime, data loss, and time to restore a backup in case of catastrophe are items to be asked and understood.

Web based CRM brings together all the information about a customer in one location or database. This is a great advantage when dealing with multinational customers whose information would be stored in databases in various countries using an on-premise CRM. The information sharing that can take place impacts the bottom line. This can even happen with national accounts that are serviced by regional offices.

Web based CRM may never fully replace on-premise CRM because different companies have different needs. Costs, complexity and control will keep two different models alive for the foreseeable future.

Categories : CRM, Web Based CRM Software
Tags : ,

FREE CRM Software

By Steve · Comments (0)
Tuesday, June 16th, 2009

If you have a single person business, a small business or a medium-sized business and have wondered about the feasibility of customer relationship software, now is the time to try it. Many companies have free CRM software for a single user so that you can try it and see how it works. Because this software is web based, or online, there is nothing to download and nothing to buy or subscribe to.

Use a free CRM (Customer Relationship Management) online system to manage your sales leads. These Free CRM software systems allow you to automate your lead list, sales pipeline, after the sale follow up, and sometimes even your inventory.

Try more than one so that you can compare features. Then you will then have a good idea (and know first-hand) what you want or don’t want in features when you decide to purchase a CRM system down the road.

Online or web-based CRM services make it easy. You do not need to download any software. You can access it from any computer or any location when you are away from your office.

Many web based, or on demand, CRM software packages are fully integrated into multiple channels such as web, email, phone, and live chat. And they can give you a holistic view of your customer’s profile, preferences, and previous interactions.

Free on demand CRM Software is reliable. It is Software-as-a-Service (SaaS) which means it is always there when you need it. It will reduce your costs. Most will provide a means of pulling all the information about a single customer together to show you. Some will allow customization. And the free version will give you a good idea of the power of larger, more customized versions available.

Companies providing free CRM software will not leave you on your own. Most provide online tutorials and call-in or chat features to help you learn to use the software.

Comments (0)
Categories : CRM, Web Based CRM Software
Tags : ,
« Previous Page
Next Page »
  • logo-allstate
  • logo-kbr
  • logo-avero
  • logo-browning
  • logo-sprint
  • logo-mainline
  • logo-ge
  • logo-jasco
  • kentz
  • cpi-hr

Try Cynergy free