Quantcast
Channel: The Business Management Blog » Customer Relationship Management (CRM)
Viewing all articles
Browse latest Browse all 14

How to Improve Customer Service to Boost Sales

0
0

Like any business, distributors rely on repeat customers in order to make their business run. However, mid-sized distributors face a special set of challenges. They are often competing directly against larger businesses that are able to obtain preferential terms from suppliers and have greater resources. As a result, mid-sized distributors can find themselves out-manned and over-priced compared to the competition. Since competing on price isn’t always an option, value- added services and high service levels are the best way for mid-sized distributors to attract and keep customers.

By leveraging an enterprise resource planning software with integrated customer resource management (CRM) capabilities, mid-sized distributors can meet expectations for high levels of customer service without stretching resources too thin.

In short, great customer service makes good business sense and today’s ERP solutions can help distributors achieve higher quality interactions with new and existing customers.

Here are three ways that modern ERP software can improve customer service to boost sales.

1.    Eliminate inefficiencies in order processing.

On-time delivery is a key to customer satisfaction, and implementing an ERP solution can ensure that deliveries are getting where they need to be each and every time. Distributors that use ERP solutions can deliver complete and on time shipments 97% of the time because they are able to eliminate inefficiencies.

For example, A.M. Leonard, a distributor of gardening tools and supplies relies on ERP software in order to streamline the ordering process. In addition to getting orders directly from their website and sales reps, they also fulfill orders through Amazon.com. Before implementing ERP software, these Amazon orders had to be printed and hand entered into their system. Now these orders are brought directly into the ERP software so A.M. Leonard can process and deliver orders more quickly.

2.    Improve efficiency in helping solve customer issues.

Customer service representatives for distribution companies are the first line of defense when it comes to customer service. It’s imperative that they have the information that they need to resolve problems, should they arise.

Implementing an ERP software solution can help empower customer service reps with essential details on a customer’s entire experience with an organization. At a glance, representatives can see everything about a customer’s history – orders, payment methods, past communications, etc.  They can gather information on product delivery, answer questions about returns and source information from the entire organization. This helps them give customers the answers they need and reduce call time, which can improve customer loyalty.

3.    Use business intelligence to offer value added services to the right customers.

Resolving immediate customer issues isn’t the only way that distributors can maintain a high level of customer service. Customers can also be served by being presented with the right value added services at the right time.

With an ERP solution in place, sales teams can be confident in the information that they have on customers. They can rely on the data that has been entered and collected through the department wide system. With this data on hand, they can confidently offer value added services – like special discounts or decision making information – that can lead to more sales.

ERP software solutions with integrated CRM functionality empower distributors to help their customers efficiently and effectively. These types of tools are critical to the success of any mid-sized distributor. By reducing order cycle times, empowering customer service reps with important information and helping sales teams match customers with value added services, ERP software can boost overall customer satisfaction and sales.

Learn more about the important role that ERP solutions can play for distributors.


Viewing all articles
Browse latest Browse all 14

Latest Images

Trending Articles





Latest Images