Customised CRM workflows adapt to each unique business processes to apply greater consistency, automate tasks and help teams be more productive.
Automated CRM processes can involve just a couple of steps in a routine task, or reflect multiple layers to support new business activities or a customer retention strategy.
CRM automated processes can be used to send emails, create activity lists, trigger reports and even update fields using the criteria you set. By removing manual tasks, automated workflows reduce administration time and create savings in processing costs.
Using the example of a new customer being added to CRM, an automated process could include:
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Sending an email to an account manager confirming that a new client has been assigned
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Triggering an immediate welcome email that will be sent to the client
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Moving the new account to your main marketing list
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Scheduling a follow up activity to phone the client
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Creating a further prompt or escalating the activity if this task isn't isn't completed within 3 days
Other examples of automated CRM processes that we've implemented include:
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Sending automated emails when a customer support case has been logged and when issues are resolved including a feedback request link
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Triggering an alert when support cases are at risk of breaching a service level agreement
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Automatically grading marketing leads using demographics and user action to determine if individual leads are 'sales ready'
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Queuing customer support cases to ensure individual issues are prioritised in line with pre-defined rules including service level agreements, support plans, customer status and other criteria
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Sending automated emails to sales managers when a high value new opportunity is added to CRM, or when opportunities reach a critical stage in the sales cycle.
CRM automated processes immediately create workflow efficiency by:
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Delivering timely alerts about important updates and escalated problems so users can act quickly on critical issues
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Sending contacts personalised communications without the time & expense of manually composing messages
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Reducing data entry time to shorten selling cycles & cut processing costs
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Applying repeatable step-by-step processes that improve productivity by combining multiple steps into a single workflow
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Automatically distributing reports for the performance insight you need
