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Receive leads using the service desk (sales team case study)

Sales reps marketing teams and call centres using Job management and Job scheduling
Sales reps receiving leads using the service desk

We recently trained the sales team of a national service company. Here are some of the key points that are making are having a positive impact on their sales and the management and development of their relationships with their customers and potential customers.

Each salesperson has access to their own customers and contacts. Each time they have any interaction with these contacts they record the details as a log entry. The log entries build a timeline for each contact making it easy to review progress in the development of their business relationship.

Each time they complete a task, whether it is to send a quote, visit the customer or just make a call they immediately add another new task which acts as a prompt for them to make contact with the customer again in the future.

The tasks appear automatically in their individual calendar, whether this is viewed on their mobile phone, their hudl tablet or their desktop. If for any reason a task is not completed by its due date this is highlighted in red to identify it as overdue, so nothing is ever missed.

The sales team add new contacts they meet personally. They also receive new potential customers in their service desk. The notifications in service desk are added by a central team in Head Office. These are received either directly from the website, by email or from phone calls into the office. The decision which sales person receives the incoming enquiry is based on the postcode of the new potential customer.

An automatic email is sent out to all customers and potential customers who make an enquiry. The salesperson receives a copy of this email so they can immediately make a decision on the priority to respond.

The best part is that to respond to the new enquiries, all the salesperson has to do is just click to view the details, click to access the contact information, click to email or click to call. When finished the enquiry is updated by the salesperson as completed.

As the salesperson identifies a new opportunity (a new prospective sales opportunity) they add this into opportunities. Then they track the progress towards this becoming an actual sale by selecting the opportunity stage, the type of opportunity and the service or product.

All quotes and estimates are added as opportunities and a copy of the quote uploaded to the opportunity. This means that the quote and all other details can be accessed at any time and from any device making follow-up and management of the sales process a simple task. To revisit the opportunity and to update the sales progress is just a process of click, click and save (with no typing required).

The sales team can access reports to view and monitor their overall progress and are motivated by seeing the overview (no details available) of other team members.

The Sales Director has an overview to manage the performance of their team members. This also helps them to identify where any individual team members might require assistance or further training.

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CONTACTS

This is the cornerstone of your CRM – your connections, your contacts, your customers, your suppliers. It all revolves around the people you know and are connected with.

As you build and grow your relationships with your contacts you are able to develop a loyalty between you and your brand. This will directly translate into increased and improved business performance.

List all of your contacts and companies you do business with and link them together. Add log entries to record all your interactions.Wherever you are, you are always connected with your contacts, you can make any updates, record notes and access information or files.

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TASKS

Create and allocate tasks. These automatically sync with your calendars on any media device and set automatic reminders.You can assign a team member and a contact or a group of contacts to a task.

A collection of tasks, referred to as a case, is an ideal way to manage a project or a series of events that are required in your business. By sharing the case everyone associated with the project can monitor it’s progress. They will be able to see when the project is started, whether it’s ‘on track’, ‘overdue’ or ‘completed’.

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GROUPS

Groups are like a saved of your contacts.

This is a really essential tool, by being able to categorise your contacts into different groups means that you are able to identify the contacts that you want to work with at any time.This might be because you want to visit all of your contacts in a specific postcode or town or you want to email a special offer to different types of contacts.

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DOCUMENTS

Having your documents in one place together with your CRM makes perfect sense. Our documents feature allows you to store and share files relating to a specific contact together the contact details.

Your sales team will always access the most up to date sales support material. There is no need to backup your documents any more as we take care of this automatically for you. You have reassurance and peace of mind when using our document feature because we use the same advanced security level when storing your documents as every else in Light Degree CRM.

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E-MAIL MARKETING

At the heart of every business is the customer and it is imperative that they feel valued. They appreciate being kept up-to-date with the latest news, promotions, events, reminders or simply to stay in touch.

We can tailor make e-mail campaigns to suit your business. Reports and full campaign analytics are generated automatically. Preview messages, see who is opening them and what interests them so that you can send them further information. All templates are optimised for mobile devices for quality viewing.The campaign size can grow as your organisation does,with a strong emphasis on expanding your brand, it will give your business an amplified appearance of online presence.

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EVENT REGISTRATIONS

Even when remote from the office you can have a complete overview of all event details. An accurate count enables you to manage marketing strategies and facilities. New events created will automatically appear on your website, enabling customers to register immediately. All registrations will instantaneously be added to your event and contact book.

Make sure your attendees and exhibitors have all the information they need. It’s simple to send message reminders of event details or any last minute changes. If you need to share documents, these can be uploaded ready for your event managers to download.

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ADMIN

Each user can adjust their own settings, including setting up a social login (using Google or Linkedin) so they can just click and login with details they are already familiar with.
Admin users can manage other users, change the way the contact information is displayed and create custom fields or tags to categorise contacts.

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REPORTS

Reporting gives you an overview of everything that is going on in your business. It helps you to focus on what is important rather than just getting lost in all of the detailed information you have in your CRM.

We offer an extensive range of reports to be sure that you can get the best information to manage and operate your business. We specialise in reporting on sales activity for individuals and teams.We even add another report every time you add tag (or custom field) to categorise your contacts. So you will always have the information that you need to build and increase your sales.

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OPPORTUNITIES

A great way to be remember to follow up on all of those quotes that you have prepared and given to customers and potential customers, is to enter these as opportunities into your CRM.

By adding them as opportunities you can check on the progress, right from the time you prepare the quote, through to when you receive an order or send an invoice to a customer. Once entered into the application you will be reminded as the date approaches, when you anticipate the order to arrive. This means that you can follow up with the customer if necessary to assist the process.You can add other potential quotes or opportunities to your list as you identify these so they will tracked and followed up as well.

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CASES / PROJECTS

A great way to work with other people or for using as a simple check list of things that need to be done. Track all tasks to be completed and see the overall progress of the project. A collection of tasks where you are collaborating with other team members like this is referred to as a ‘case’.
It can happen like this…
– You need to prepare a quote and need someone to prepare a drawing and someone else to get pricing from several suppliers first
– You are working on an event where several people have to complete different tasks to make it happen
– You need to advise a customer and have to call in expert advice first
– You are working on a project and everyone in the team needs to know where the others are up to and the progress overall

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