Do the right thing: make your workflows easy for your employees, in other words make the actual job and processes simple and easy for your employees. You can start by consolidating your CRM tools, ticketing system, phone system and customer service/support systems into a single-user experience for your employees. Automate what you can. Why? This will boost employee efficiencies and productivity which will have a positive impact on your organization’s bottom line and most importantly it will make for happy employees.
Analyze your CRM, Ticketing, Support, and Phone systems. Are your employees using all of these? Why not combine them into one integrated system, one interface so that your employees don’t have to bounce around between all of them. That way, one interface tracks all activities and becomes the single source of truth for the company which reduces errors, increases productivity, and makes everyone’s life much easier. ENS will show you the way.
Imagine a call, SMS, email, web chat, or social media message comes into your customer service team. Immediately, the appropriate account in Salesforce.com pops open (your CRM tool). Now, your employee can personalize and customize the interaction with the customer because all of the information is in front of them. The entire communication transaction is recorded in Salesforce (time stamp, communication type (phone call), call is recorded and there is a link so you can listen to it, etc).
If your employee wishes to make an outbound call, or send an email, send a text message, or a social media post – all of that information is accessed via your CRM system and is captured and recorded so you have complete visibility into the communication transaction.
The employee can use a single interface to conduct all of their workflows and processes.
Automate tasks where you can. Can you automate calling a customer back, when it’s their turn? Can you automate sending a client an appointment reminder via text? How about automating coaching a new employee on their performance with your customers? There are so many ways to automate tasks, you just need to open your mind to the possibilities. Let ENS open your mind to the possibilities.
The results of consolidating your workflows and automating tasks for your employees is that you will get a boost in productivity and efficiency. Think of the possibilities. Happy customers. Happy employees. Customer Satisfaction (CSAT) scores through the roof. Net Promoter scores to unparalleled heights. And that bottom line? The Executive Team is going to be happy. You will be happy.
Get a customized demo of the software and how it can help your organization today.
