GOT customer relationship management(CRM) is a cloud based automation salesforce
that enables the small, micro and medium scale enterprises, start-ups etc to
automate workflows and enhances support in the generation of leads, Prospects,
account management mechanism, business to business sales , Sales tracking,
document library, business integration, b2b marketing/e-commerce, billing,
invoicing, Scheduling, Quotations and many more. is well equipped with features
like web-based contact management software, artificial intelligence powered
analytics, business accounting software/ business statistics software, email
campaign software, social media integrations, marketing management software,
workflow management software etc. So, this multidimensional CRM could be used in
many following applications.
Hotel industry:
The use of CRM strategy means different things for organizations in the hotel
sector. In positioning on the market, hotels need to compete and develop their
brand in order to attract and retain guests, and this requires flexibility of
software capacities with the goal to respond to the requests in competitive
market and changing conditions in industry. GOT CRM allows efficient and
measurable attracting of new guests and promotes loyalty and satisfaction.
Besides the fact that GOT CRM increases satisfaction and guest retention, the
most common benefits of GOT CRM implementation in the hotel industry are
- Marketing and process integration in hotel
business
- Planning
and organizing of target campaigns,
- Attracting new and retaining current loyal
guests,
- Transparent reporting,
- Improving efficiency based on sales and
relations marketing,
- Reducing
costs of marketing and sales,
- Improving business processes and
productivity,
- Recording of all contacts with guests in any
segment,
- Ability
to define the type and segment contacts,
- Historical records of interactions with each
guest,
- Open
access and consistent exchange of information within the organization,
- Competition analysis and entering new
markets.
The use of GOT CRM software for hotels must be a valuable asset that enables
adjustment of special programs, promotions and services for guests. By staying
in touch with its guests, the hotel can gain better understanding of their
preferences. The acquisition of information also has a great value in
determining the accommodation for specific tourist groups or individual guests.
GOT CRM tool allow targeting of specific guests or tourist groups.
Differentiation between individuals allows customizable approach to marketing
efforts, and data and those efforts can overlap in a goal of correlated
approach. GOT CRM program for hotels is mostly used to collect information about
guests and then that information is being used for advertising towards a
specific type of guests based on the transactions and loyalty.
Centralized customer information:
Before starting a call, call centre agents will have at their disposal all the
essential customer data. Representatives will know who the customers are and
what they want, based on the previous call history. This will not only make the
call shorter and more productive but also allows the agent to serve the client
more independently.
Strategic planning:
GOT CRM will offer real-time data management software that can be analysed to
optimize your organization. By monitoring data sets related to call volume, call
volume, percent of sales and call revenue, etc. Managers can expand strategies
to retain clients and boost sales.
Auto Expand Case:
First, serve customers in line with the top priority. There are always cases that
need immediate attention. Therefore, the software is needed that can
automatically route the call to the proper customer representative. GOT CRM
software allows you to rapidly and seamlessly move calls from one operator to
another.
Employee Assessment:
A call centre basically cannot afford to have employees who are lazy or do not
serve clients sincerely. Using GOT CRM software, managers can track employees
who work well and can manage training sessions for those who do not work.
Integration with other software:
The integration of GOT CRM with third-party software is simple and clear-cut.
This leads to better productivity and increased efficiency. Thanks to superior
coordination between sales, marketing, and customer service departments, the
redundant task of opening multiple systems and finding customer data has been
eliminated
Banking Sector:
GOT CRM will helps to improve customer satisfaction and enable a better
organization for banks with high quality services, better analytics,
segmentation and targeting. All these results will not be achieved simply by
purchasing and implementing GOT CRM solutions. For the GOT CRM to be truly
effective, the organization must first decide what kind of customer information
they want to collect, and what to do with that information. Bank managers have
realized that customers have different economic value for them, and they adapt
their offer and communication strategy accordingly Successfully implemented, GOT
CRM system brings many benefits to the bank such as quick and easy customer
information collection and storage, analysing profitability, assisting in
marketing efforts, acquisition of new customers, relationship management, client
retention rate increase, cross selling, etc. GOT CRM solution needs to ensure
that the marketing campaigns of banks are appropriately personalized and
targeted towards the most appropriate segments of potential clients. This
optimizes marketing efforts and results in a higher level of acquisition of new
clients. GOT CRM solution also automates business processes and business
activities, and therefore eliminates manual tasks resulting in reduction of
error possibilities and process time.
Insurance sector:
The insurance sector is one of those sectors where the financial institution has
a special relationship with its customers, and data warehousing and GOT CRM
solutions offer significant benefits to the organization that uses them. Some of
them are
- Determining the price of the product. This
allows the organization to indicate the most important factors that will
be taken into account with the policy of defining the insurance price,
and questions who is going to be insured and by what price.
- The
impact of price change. With the estimation of impact of the proposed
price for each customer in determining the level of insurance premiums
by the insurance commission and with communication with each customer in
particular, customer retention can be improved even after the increase
of insurance premiums.
- Reserves. Deciding on the level of reserves
required to be held for liquidity and to cover possible losses.
- Reduced
number of frauds. Identifying patterns of fraud can reduce fraudulent
insurance claims.
- Identification of services. To control costs,
improve customer satisfaction and reduce repeating violations in data
warehouse, low cost and high quality service can be identified.
- Analysis
and geographic clustering of risk. Natural disasters - hurricanes,
earthquakes, tornadoes and the like can be analyzed as a risk to be
effectively sold through reinsurance, and to prevent catastrophic losses
due to an event.
- Analysis
of an agent's insurance sales. Based on productivity of product and
sales, the organization can monitor the work of its agents.
Healthcare sector:
Corporate image, patient satisfaction and loyalty can help health care
organizations to compete in a highly competitive environment. GOT CRM system
plays an important role in hospitals. It enables the following
- Optimization of revenue and improvement of
patient health, relationships and loyalty;
- Enables
greater return on investment ROI, and that seems to be the perfect
solution for big problems in health care
- Essentially a cost-effective approach in
order to maintain a long-term relationships with patients;
- Increasing transparency of costs and resource
allocation within the hospital;
- Mapping
documents in the treatment of patients is a major area of cost reduction
that allows GOT CRM systems to effectively manage hospitals;
- Reduce
costs associated with the patients not attending or cancelling
appointments.
Higher education:
GOT CRM solutions for higher education institutions make a fast, flexible and
affordable solution that delivers a higher level of efficiency with tools that
can help the university management to manage the daily activities and make well
informed decisions. On the one hand, higher education GOT CRM provides a clear
and complete picture of each individual user (student) and all the activities
the user performs within the institution. On the other hand, GOT CRM allows
students to carry out interactions with the university as a separate entity by
providing a clear understanding of its statute within the organization.
For students this includes information on enrolment, registration, financial aid,
student accounts and accommodation. Students are categorized as primary
beneficiaries of education and therefore should be viewed as customers. The
emphasis on continuous improvement is critical to the sustainability of
high-quality services which an educational institution provides to students.
Seen from the perspective of GOT CRM, the concept of student life cycle can be
displayed in the stages through which the student passes when considering and
using the services of the educational institution, in order to form a student
life cycle. The phases through which students pass during their life cycle are
as follows
- Prospect
– a student who could be a potential candidate for the school;
- Candidate – a potential student who is in the
process of gathering information and forming an opinion about the
school;
- Applicant – a student who decided to enroll
in the institution;
- Accepted
student – a student whom the school has decided to accept;
- Enrolled
student – the stage where the student becomes a part of the institution;
- Alumni –
at this stage, students are satisfied with their academic experience
creating long-term loyalty to their school.
Agriculture:
Today, due to the impact of the crisis, agricultural organizations are faced with
the question of how to increase sales. One dimension is the competitive
environment in which companies are forced to descend due to competitive prices
and add new services to retain their customers. But sometimes that is not enough
to keep the customer because customers become more demanding and it is harder to
satisfy them. A lot of the attention is focused on GOT CRM strategy as a
management process to increase the performance of agricultural organizations.
Attention should also be paid to how the GOT CRM programs are implemented and
how they are managed, and what impact they have on the performance of
agricultural organizations.
There are six activities that should include GOT CRM program for agricultural
businesses
- GOT CRM
goals – some of the most important goals of the agricultural enterprises
that directly affect the performance of these organizations are
maintaining long term relationships with customers, customer retention,
gaining the reputation of fairness with customers, providing value to
customers, increasing customer loyalty, achieving mutual trust with
customers, increasing customer satisfaction with products and services;
- Types of
available customer information – ability that is of key essence for the
success of agricultural organizations is to collect information about
prices and customer lifecycle. Most of the operational units of
agricultural organizations do not collect nor have access to information
about the price of services.
- Use of
customer data for management decision-making – the success of GOT CRM in
agricultural organizations depends on the extent of how much their
operational units use customer information. Assessment of marketing
strategies for products and services and customer segmentation based on
the value that each customer has for the organization is the key to
success in an agricultural organization;
- Market
approach – when approaching the market, agricultural organizations need
to use strategies such as: superior quality, superior service, product
differentiation, innovation, customized offer of products and services,
as well as lower prices;
- Tactics
that are used in order to develop and maintain the customer relationship
– one advantage that agricultural organizations have compared to the
other business models is that they can gain complete trust of their
targeted group;
- Assessment of the technological
infrastructure that is currently used – GOT CRM solutions are designed
to provide knowledge that is necessary for the development and
implementation of "smart" strategy to maximize customer profit, and thus
provide the competitive advantage of organizations. Analysis of GOT CRM
technology can help organizations to understand the customer and it is
not necessary to react again when a problem occurs, but proactively find
hidden opportunities to meet the increasing demands of customers.
Conclusions:
Apart from being a powerful tool, the benefits of GOT CRM are endless. It helps
you to organize & centralized your database, thus offering valuable aid to all
your employees. It assists you in strengthening your relationship with your
customers and at the same time provide you with valuable business insights,
which could help to accelerate your business growth.
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