Next week our Help Desk is the next part of our business to switch to our new CRM system. This move will integrate the Help Desk team, the highest customer contact traffic part of the business, with admin, accounts, sales and marketing.
The CRM solutions has been highly customised to our specifications in a project which commenced eighteen months ago. While the holy grail has always been to switch the Help Desk to this new software, we needed to get all other aspects of our business in line first.
From a help desk perspective, next week means our support team has access to better tools to assist with calls – more client site information and an easy way of tracking advice provided and call outcomes.
The key outcome we are looking for from the CRM project is improve customer service. We know that our future is more closely aligned with the quality and timeliness of our customer service than any other single thing.