A customer’s experience with customer service and helpdesk contact centers shapes his view of the entire organization. Immediate communication through a web based CRM solution is the key to improve service levels and impact the company’s bottom line.

Communication among customer service agents and their managers must be immediate, targeted and real-time. For example, contact center managers can reduce wait times and help their call center handle higher call volumes when they know wait times and can see overloaded queues. When scheduling appointments, the system needs to be able to alert agents of cancellations – especially same day and same week – so that customers can be scheduled at the earliest time possible.

A web-based CRM solution allows all users to be up-to-the-minute on parts of the enterprise computer system that are slow or down and when the expected resolution time is. It equips agents to handle customer questions by accessing an extensive online knowledge base.

Real-time awareness requires a simple and direct line of communication across disparate branches of the contact center. A web-based CRM solution delivers this type of communication.

Restructuring, combining with other companies or rapid growth present new challenges to companies. Multiple technology systems often do not communicate well. Employees do not know who or what department now handles particular questions or functions. However, a web-based CRM solution can easily serve the employees as well as the customers.

Often a single helpdesk or call center services both employees and customers, but through a jumble of technology. The web-based CRM solution solves this jumble and makes quick, direct connections at the time they are needed.

Service levels and customer satisfaction are greatly increased by using a web based CRM solution. The potential for growth is greatly expanded. Internal communication is drastically improved. Customer service reps are seen as competent and helpful. And the company is perceived as trustworthy.

• Is your call center ready to take a leap forward?
• Is your CRM solution working for you?
• Are you ready for a web based CRM solution? Why or why not?