Published Date : June 23, 2012
Categories : CRM
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Customer Service is a critical part of every business and being able to provide feedback to customers on time is a key factor to company’s success. In providing feedback effectively and efficiently a customer service representative may not be able to answer questions quickly and accurately enough if your company does not deploy proper help desk/support management software. We have talked about the reasons why CRM and ERP systems should come in one package, and now we will tell how to make best use of kpi.com’s case management feature.
For the customer service and help desk departments, the main requirement should be usability and ease of access to information. When a call is received from a customer, system should provide easy to use interface for searching the calling customer and pulling out all relevant information about him or her. If you make the customer wait while you gather information about the client’s company, it will lead to loss of your value over the long run. On the contrary, compatible CRM software enables you to find customer information quickly, to view the call history, notes, issues that occurred in the past, all department related information and even advertising campaigns the client is involved in.
In kpi.com, all of the issues, questions and wishes will be delivered to the business as cases. Cases can be assigned to the employees with sales representative or customer representative roles in the system. When cases are resolved, they can be closed by customer service manager or by the resolver of the case. System allows you to relate two cases together, to add notes, to create activities upon issues, and to attach documents. If a customer calls a help desk with a concern, you can easily lookup the customer information using search button inside the customers list. Simply select the customer to see all cases, emails, quotes, orders and invoices belonging to that customer.
The other bright advantage of kpi.com is its ability to fetch cases from mail servers. Turn on fetching emails on Case Settings, and each email will be fetched to kpi.com with unique case identification. It is comfortable for the companies who use one support email for all customer questions and queries.
Finally, kpi.com has an advantage from other systems that it enables users to create intelligent on-demand custom reports.kpi.com has a separate reporting system for complex and simple reports.
kpi.com, is a simple, low-cost ‘All-In-One’ cloud based Business application platform. kpi.com delivers a comprehensive, integrated, business support infrastructure: Customer Relationship Management, Project Management, HR, Payroll, eCommerce, Basic Accounting, MIS and Reporting. kpi.com’s cloud delivered SaaS ensures that all elements of the business are connected.
Information, staff, sales and service, front office operations, back office functions, management and control are available immediately from any location and can be shared across the organisation.
Published Date : June 23, 2012
Categories : General
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It is a well known fact that integrating CRM systems to your business helps you to serve customers, capture leads, track opportunities and activities. Integrating CRM systems to your business leads you to operational efficiency of your sales and management team.Often, the ultimate goal of many companies who buy and install CRM systems is control and transparency over the operations. They wish to take control over sales team, to keep records in one place and to make fast decisions using reporting capabilities.
However, companies realize that successful integration of CRM systems is just the start of the story, and there is more work to do to achieve control and transparency. Managers start realizing CRM systems work with finding right clients and customers only. Clients and customers are just the start of long business supply chain, and they are the causes of next operations in the company: receiving orders, sending invoices, fulfilling orders, manufacturing, etc. While sales and support team handles the customer requests and problems, there is no feasibility of their customer information that is stored in other software packages. Marketing/sales person talking to the client, advertising about their new product feature, has no idea that the client has a lot of overdue invoices, and products that needs to be shipped. Customer Relationship Management in turn becomes ineffective because, we don’t know necessary information about the client, because that information is stored in another system.
Companies start seeking for solutions. The first solution is to ask the CRM providers for customization in order for the system to be able to handle orders, payments, manufacturing and other functionalities. The advantage of this solution is that, at the end of the day, company may get the proper working system tailored for their business needs. However, the vivid disadvantage is that, customizations take long time to implement, and they cost more money.
The second solution is to integrate 2-3 systems together, or ask providers of those systems for import, export capabilities. The advantage of this solution is that it is actually faster, and results can be seen sooner. However, disadvantage is that, data may not be compatible with each other, and a lot of data entry work may be needed, from several employees or separate integration team. There are more problems with this method, for example imagine that customer information is changed in one system, the changes have to reflected in other systems too. If synchronization is going to be manual, this leads to loss of invaluable employee hours.
Third solution is to buy ERP and CRM packages together. This is the most optimal solution, because, no double data entry will be required, and all the information will be kept in one place. However, when buying CRM and ERP systems together, managers should first map their business processes in a document and see if ERP system can handle all operations in a chain, or customizations will be needed. ERP package vendor, in turn should provide flexible system that can be easily tailored to all business processes in valuable supply chain of the company.
Published Date : June 23, 2012
Categories : e-Commerce, General
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Success is like a pyramid. As soon as you reach the top you spend all your time trying to stop being knocked back down to the bottom. It seems that you will need to be a real workaholic to accomplish the so-called e-Commerce pyramid of success. The article covers two basic approaches: the first looks at starting out on the big climb up and the second looks at how you address the inevitable issues and prevent them from becoming critical to your business.
Pay attention on a minor but fundamental concept first
Having launched an e-Business, you quickly get to understand that excellent customer service is demanded by all those who use you. You need to keep up the conversations with customers after the order has been placed. To make your customers feel in no doubt that you are serious about servicing their needs you must include your contact information. On the other hand, in these days where identity theft is a real threat you need to keep your customers details secure. Strong privacy policies are needed on the website so that the customer knows you have their interests at heart. Doing this, will give them some assurance you acknowledge that you are responsible and they know who to contact in case there is an issue.
Have you heard about 30/70 principle?
This rule is the latest in business thinking. If you are running an e-commerce site, then you should include 30/70 concept as a golden rule. It is this: the importance of the product quality consists of 30% of a reason why people come to you, whereas marketing represents 70%. Do not be tempted to think that you can reduce paying attention to product quality but realize that your Marketing strategy has an enormous effect on your ability to attract customers. To succeed you need to develop good marketing tactics and have a good sales and marketing approach in order to make your product known to your potential customers.
Turning problems into innovative solutions
In order to have an established and successful e-business, you are strongly recommended to look through the issues that others have faced in running an e-commerce business and find genuine solutions.
When can I get it?
People find the convenience of ordering online to be a major attraction but it takes only a small issue in the delivery process to drive them away again. The difference of e-commerce is in the time slot of shipment: customers don’t want to wait for the product to be delivered. They don’t have to wait long when doing ‘traditional shopping’, they can usually get the product immediately. E-Commerce websites that promise to deliver the ordered product in a week or more are going to find that customers don’t come back. They want it now.
Is it safe?
One of the biggest worries for customers is security issues. Possible problems can be identity theft, misused payment details, and privacy of clients` other financial information. In this case, you should make sure you have the best secure electronic shopping system available and prove to customers that their financial information is absolutely protected within your e-commerce site.
Why should I trust you?
As you can imagine, this is the most difficult part of building consumer confidence. Customer confidence is destroyed by cases of identity theft. So make sure you get this right.
What do laws say?
You know that laws between countries vary. You may not be allowed one specific product in one country whereas it can be used in another country. Take the international legislation into consideration before having the product in your stock.
What if I`m suffered from exaggerated descriptions?
This is not news for us: customers usually are concerned about the description of the product they are buying, it might be exaggerated. Do not lie about the size and the look of the product that is being sold in your commerce store.
Is there any personal advice center or managers?
Human contact to get additional information is needed by some customers during the buying process. It is certainly needed if there is a problem. If you want happy returning customers, you would be well advised to have online advice – there are lots of tools out there that allow online communication – use them.
Published Date : June 23, 2012
Categories : Managing Business
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As a business owner I know the challenges presented by unpredictable economic conditions These are tough times for the small and medium-size business owner, but they can also be the springboard to future success. It is important to manage the cost base and look at the cash flow forecast, but don’t be tempted to make savings just for the sake of it. Some businesses cut costs too much. If you thought the competition was tough before, then you’ll find it’s even tougher now. Before you make a cut think what effect it will have on the services you offer and the subsequent perception in the marketplace.
The marketplace is fickle. Companies have to stay visible if they are to survive. Maintaining your profile with the customers and prospects that matter to you the most is not expensive.
The Chartered Institute of Marketing has published a White Paper on the role of marketing in a recession. The paper shows that those organisations that maintain and focus their marketing in a recession are those who emerge strongest when recovery comes.
People don’t stop buying in a downturn – they are just more cautious. They need the reassurance that you are still the right choice. The danger of being ‘out of sight’ is that when a buying decision is about to be made you will also be ‘out of mind’. Customers and prospects who notice that you have fallen silent may smell failure.
Now is the time to make sure that they are not lured away by the competition. You have to reassure them that you’re ‘on their side’. Customer needs change in downturn, so you have to show that you have adaptability – they need to know that you are still there for them and providing what they currently need.
Focus on your customers and best prospects; nurture them. Ask them what they want and give it to them. You may not earn a lot but they know that you are still there and ready for their business.
Keeping a high profile is a necessary investment. Don’t be tempted to see Marketing as a cost to be cut because if your customers and prospects stop hearing from you then they may assume the worst. Coming back strong in the recovery will be too late.
What I do is keep in contact; making the most of every opportunity to do something for the customers and prospects to show that I’m still around and still actively interested in them.
I’m not suggesting slashing prices to win new business, as this will harm my ability to deliver service to the customers I have. What I am suggesting is there are opportunities to go that extra mile. Give a little now so that you keep the doors open and the relationships strong.
So how do you make sure your customers are happy and that they and prospects are aware that you are still around? This is where your CRM system comes in. It helps you to understand your customer base and prospect pipeline. It collects and organises information about your relationships and keeps an accurate record of every interaction you have had with them and builds a profile of their likes and dislikes.
The information in the CRM system gives you all you need to plan and execute your marketing activity and enables you to keep your profile up. You know what they are interested in so when you have something to say about a topic you can target them accordingly.
Make sure you monitor the responses to your contact campaigns and be sensitive to this feedback. Be careful not to be so keen to communicate that your campaigns become spam. Don’t overdo the communications. Vary them and make them relevant. Remember you are keeping in touch and looking for opportunities to go that extra mile; not selling as such, but making yourself available and ready to respond when they are ready to speak.
Keep calm and carry on
By careful use of the information in your CRM system and sensitivity to your customer base and prospect list you can survive this downturn and possibly come out of it stronger than when you went in.
I look forward to seeing you on the other side, healthy and ready to spring forward into the upturn.
KPI.com is an all-in-one Simple ERP solution for small and medium-sized businesses.
KPI.com , is a simple, low-cost ‘All-In-One’ Cloud based Business application platform. KPI.com delivers a comprehensive, integrated, business support infrastructure: Customer Relationship Management, Project Management, HR, Payroll, eCommerce, Basic Accounting, MIS and Reporting. KPI.com’s cloud delivered SaaS ensures that all elements of the business are connected. Information, staff, sales and service, front office operations, back office functions, management and control are available immediately from any location and can be shared across the organisation.
Published Date : June 6, 2012
Categories : Accounting, CRM, Project Management, Updates
With June 2012 system upgrade, we are ready to integrate your checks into our system. All you need to do is to provide your check format to us, and leave the rest to us.
Looking for a flexible, monthly project budget and track their variances? With this system upgrade you can easily set up your project budget and compare against monthly actual data.
If you want to track your product serials, this feature is just for you. Add your product serials when receiving and assign them to the ones leaving your stock, and track via a special report.
Now you have an option to choose between A4 and Letter format invoices. Go to Settings->Invoice settings and give it a try.
After all your efforts of data input, it is time to enjoy and generate variousreports to help you with decision making. Check out the new reportslibrary; add selected reports to your favorites list. But if you need more, contact our support team, and send your requirements and leave the rest to us.
Add custom fields to your storefront
If you need multiple warehouse management, contact our support to enable this add-on to your company
Now it is possible to attach files for messages in mass mailing section. Attach any tipes of files including images, documents, spreadsheets etc.
It is possible to make reports based on the information provided by the user in the system. Depending on the preferences of the user reports range between several types therefore providing clear representation and summary.
You can share your files with any users via the internet providing a link generated by the system. There is no need to enter the application in order to access your files.
Now budget sheet is available with better user interface which is easy to navigate and work. Budget sheet with improved UI is available at “Project budget” section.
Published Date : May 15, 2012
Categories : Updates
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Month of April has been busy for us in preparing the new release for your enjoyment. We made several changes to the following modules in the system:
Timesheet planned hours – reflects days off, holidays and Leave request. You can display the resource hours you have available by day or by hour.
Timesheet is validated for these check items before it is submitted:
– before task start date;
– after task end date;
– holiday;
– exceeds timeslot hours;
– exceeds user specified maximum allowed hours;
– if daily Leave request is approved for the day
Project View has been modified to improve “Related to” columns have been added
a. Project summary PDF now shows project notes
b. Project Listing – estimated time column added
Activities section – lists all activities that you have conducted during a session. This section is useful in creating lists of activities of the salesman and whether a client was called or not.
Now you can save multiple notes with Note Widget
Stage History – gives you the history of the contact and keeps track of how quickly the contact was converted into an account.
You can find CRM updates in Workspace. Workspace gives you the glance of your workflow.
Take advantage of Reports library at kpi.com. From sales to purchases, find the right reports, add to your favorites, arrange who and when should be automatically notified. Yet, should you need more, feel free to contact us at support@kpi.com to request a custom report.
Enhanced manual transaction at kpi.com now allows you to make any needed journal entries, adjust customer/supplier balances and more.
We have made further improvements in user interface. Notice the changes especially in these sections:
– CRM Lead view
– Project Management Listings
– Accounting Chart of Accounts.