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Signs That Your Business Needs to Implement CRM Software

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Not every business needs a CRM software solution, and the determination for whether or not you need one is not based on company size. It is dependent on a number of things, including the nature of the business, types and complexity of transactions, amount of available data and data sources, and others. For those businesses that do have a need for a CRM, not finding the right solution can be a barrier to continued growth and success.

Efficient CRM software allows you to work smarter by managing customer relationships and other key aspects of your business. If you think that your company may have grown to the point where a CRM would be beneficial, then you can go through the following checklist to decide whether it’s time to take the next step.

 

It’s Hard to Keep Track of Your Leads

If your business has reached a point where you have more leads than you can manage, then you’re going to need to implement a CRM software solution. Leads bring new revenue and will grow your customer base.

To convert these leads you’re going to need to keep track of who they are, even if you don’t have the time to contact them all at the same time. By using CRM software, you can keep track of potential future clients and perform actions like schedule follow up calls to guide the lead towards a final conversion.

Inefficient spreadsheets or even a paper system of lead tracking can mean that you miss out on opportunities, and you may even lose lead details entirely. Implementing CRM software will reduce the overall effort that is required to keep track of leads, freeing up you and your team to focus on conversions and post-sales support.

 

You’re Not Capitalizing on Existing Customer Relationships

Do you find yourself unable track customer interactions in an effective way?

Nurturing customer relationships is critical for customer retention, repeat business, and developing customer loyalty. Relationships are formed through information and effective interactions. When your sales and support agents have all necessary information available to them, they’ll be able to have more meaningful interactions with your existing customers.

Implementing a CRM can also provide benefits when dealing with disputes or any other customer issues.

 

Your Sales Process is Complicated or Lengthy

This is a sign that you are likely very familiar with.

A lengthy sales process requires skillful management. If your sales staff doesn’t have details of the process at every stage, they risk losing opportunities during the conversion process. A CRM can provide a number of benefits, with a primary one being the ability to track every interaction. Consumers can become frustrated when they are given repeat information, asked for the same information multiple times, or when they communicate with staff who have no knowledge of the interaction history.

CRM software can ensure that any of your sales staff can pick up on the sales process, even if it’s their first personal interaction with a prospect.

 

You Want to Track Important Data to Make Future Business Decisions

Stagnation can lead to underperformance, decreased revenues and dissatisfied customers and staff. Continuous improvement and innovation are elements that the world’s largest and most successful businesses share. To make the right business decisions that allow you to succeed, it’s necessary to have a source of accurate data that is easily accessible. A CRM solution can help in this area.

A CRM will allow your business to record all customer interactions – sales, leads, trouble tickets – whatever is pertinent to your particular business. Information collected can be leveraged to determine areas where your organization can improve, and areas that require investment or changes in process. The data could even be used for developing future products or services.

 

Become More Efficient with CRM Software Implementation

CRM implementation will benefit businesses of every size, and when properly implemented, it can be a critical tool to help drive success and growth. The right software solution will ensure that your business can stay organized as it grows, and you’ll be able to work smarter while reducing unnecessary tasks.

Protect Customers and Your Business with PCI Redaction

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The industry sectors that now receive and process credit card information go beyond those in the financial and retail sectors. If you are engaged in a business that requires your customers to provide credit card information to your agents, you are subject to regulations that protect your business and your customers from pervasive data breaches.

The most comprehensive set of regulations has been put into place by the PCI Security Standards Council, which dictates that for a call center to be PCI compliant, it may not store sensitive authentication data in audio recordings.  This means having a method to avoid recording the audio altogether during the call or establishing an efficient PCI redaction solution that is used for removing credit card information from voice recordings once they have been created. Authority’s patented audio redaction technology guarantees the removal of credit card information from audio recordings, ensuring PCI compliance.

How Authority Software Ensures PCI Redaction

Credit card validation codes should not be stored on call recordings, whether they are stored for a short period, or indefinitely. The storage of validation codes in addition to unique customer information and card numbers, would open up a significant amount of risk for both the company and the customer.

Authority Software offers a PCI redaction system where validation codes and other sensitive data can be redacted from a recording, before it is submitted for storage in accordance with PCI regulations and company policy.

The process is simple and requires no participation from call center agents, which removes the burden of additional training and eliminates the possibility of human error. You do not need to replace your existing call recording solution.  Authority’s PCI redactor can be implemented in conjunction with any call recording application capable of sending audio files, and works with any audio file format.  Sensitive information can be automatically flagged for removal during the call as it is actively being recorded. If this information is not removed from a call before storage for any reason, the relevant portion of the recording can still be removed after the recording has been made.

Audio segments containing sensitive authentication data are not simply deleted, but instead go through a crypto shredding process to ensure that the data cannot be recovered.

This system provides a significant layer of protection to business operators, call center agents, and to credit card holders. The implementation of Authority Software’s PCI Redactor must be a consideration by any business that wants to maintain call center compliance.

Authority Software is a Trusted Leader in Call Center Technology

With Authority Software, you can gain benefits that improve the overall customer experience and service delivery processes. You can lower your costs with a more efficient system, and can promote organic growth through a leaner and better organized workflow. Authority Software helps you to manage customer relationships so that you can create brand loyalty and ongoing goodwill towards your brand.

Protect Your Business Interests and Your Clients in a Digital World

Advancements in technology have undoubtedly made commerce simpler and faster than ever before, however, some of the technologies that make it easier for consumers to do business sometimes raise concerns regarding the privacy of financial and personal information.

Protecting your own business, your staff, and your customers is your responsibility as a business, and the use of Authority Software’s PCI Redactor is one way that you can ensure you are meeting all regulatory requirements.