Nowadays, team collaboration represents one of the essential pillars of a modern company. Effective collaboration offers numerous competitive advantages and increases a company´s value on the market. Constantly growing speed of everyday rhythm, distance and multilevel project management are the reasons why it´s important to put stress on collaboration process.
We offer you brief introduction of 3 IT solutions, thanks to which you can manage communication within one channel.
The CRM system, as a collaboration portal, offers broad spectrum of cooperation possibilities across various departments. In CRM, you share client data with the aim to maximize profit and increase customer satisfaction.
Example: Sales representatives fill all relevant data into the CRM system – based on these data, a marketing department can target its communication more precisely – at the end of the day, it´s reflected in business offers prepared by a sales department exactly according to customer requirements, as a result of interactions with customers via marketing.
“Companies having closely linked sales and marketing teams have customer retention rate 36% higher.” MarketingProfs
End of notes in a diary, calendar or note book. Each sales representative records data in the CRM system what guarantees that:
Approaching customers via marketing activities can influence their decision-making. Without a properly filled-in CRM database, it is not possible to target the right customers. Based on the data from the CRM system, a list of customers is made, who are the recipients of newsletters, approached with satisfaction surveys, invited to various events, target of marketing campaigns and other activities.
Besides, thanks to interconnection of CRM with MailChimp, it is possible to send marketing materials directly via CRM what ensures that sales representatives have an overview of how customers responded to given content and based on this they can direct their following business activities.
Cooperation with other departments
Collaboration via the CRM system runs on the level of the marketing and sales departments or in cooperation with management as well as other company departments.
CRM can be linked to an economic software what´s beneficial for the economic department which can track key economic indicators of the company. What is more, thanks to the data in CRM, technical support has sufficient amount of data to perfectly serve a client.
Example: A customer place a request for service of his device at home via call centre. A call centre worker creates a new service request in the CRM system and assigns it to a service technician, who gets notified. Based on the notification, the service technician makes an appointment with the customer:
The Knowledge Management solution offers its users a constant overview of up-to-date information across the entire company. The main aim of the solution is to get the right information to the right persons at the right time.
The process of providing services shall be described by clear and accurate terms. Thus, thanks to the solution, employees of a company will use unified language, what provides clients with relevant information no matter which branch they are visiting. Knowledge Management, serving as a company encyclopaedia, can easily help to fulfil this goal.
Companies, which decide to implement the solution for Knowledge Management, will gain:
“By the implementation of the Knowledge Management solution, we have gained a tool which makes creation and access to up-to-date information across the headquarters, bank branches and call centres much more effective. It allows us to communicate with customers comprehensively when informing on bank products as well as follow unified internal policy more easily. Our employees have constant access to latest changes, internal policy, manuals, directives and norms.” Tomáš Tyl, Projektový manažér, Raiffeisenbank
Knowledge Management is suitable for all company types and sizes. Each company can adapt the solution according to its needs, so it can easily respond to changes on the market thanks to a reliable system storing existing information and at the same time gathering new ones.
Via the Microsoft Teams platform, a part of Office 365, it´s possible to cooperate across multiple teams. The software is able to collaborate remotely on work tasks with colleagues as well as clients.
Integration with other services
If you are considering implementation of a platform, which could help your company make the collaboration process more effective, do not hesitate and contact us.