How to give great customer service by using systems to keep in touch with customers once the sale has been made.
Tracking After-Sales Communications: Enhancing Customer Experience
Hi Mark, Managing Director of All My Systems here, helping companies grow by sorting out their business systems properly. In this episode of AMS TV, we’re going to look at how businesses track their after-sales communications with customers.
The Importance of Post-Sales Experience
Whether your business is a professional services firm, manufacturer, charity, or social enterprise, it’s crucial to think about how your client or customer experience continues after you’ve delivered your product or service. Do you have a system in place to track customer requests and issues through to resolution? If not, you’re missing out on valuable insights into the complete customer journey. Failing to respond quickly to inquiries can result in poor customer service.
Real-Life Example: Improving After-Sales Communications
We worked with a customer who had team members communicating different messages to their customers. Additionally, they had the challenge of coordinating and sending over 1,000 after-sales emails to their customer base over a period of nine months.
Implementing Microsoft Dynamics 365
All My Systems stepped in and helped them implement Microsoft Dynamics 365, resulting in a 22% increase in sales. The next step was to transform their service function by automating parts of the after-sales customer communications process, reducing reliance on manual intervention for sending out emails and reminders.
Business Process Workshops and Workflow Automation
We conducted business process workshops with their team and put in place a series of workflows that involved 20 different emails and over 60 sub-processes. These automated processes were carefully timed to ensure that the right message was sent at the right time, providing a seamless customer experience as if a human had personally sent those tailored communications.
The Benefits of a Tailored CRM System
By leveraging a tailored CRM system, the customer was able to offload labor-intensive tasks, freeing up time for their delivery team to focus on adding increased human value to their customer relationships.
Take Action and Request Your Free Business Systems Audit
If you believe that your business’s customer service could be improved, please get in touch with us and request your free business systems audit.
Conclusion
Tracking after-sales communications and automating relevant processes are vital for enhancing customer experience and delivering excellent service. Don’t miss out on the opportunity to provide seamless post-sales support. Join us next time on AMS TV.
Bye for now!
