Heal your business pain with Dynamics QuickStart CRM

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When it comes to business pain, at Redspire we’ve seen it all. And help our clients UK-wide solve theirs, via our Dynamics QuickStart CRM package or phased CRM implementation.

As one of the UK’s leading CRM consultancies, we are experts in resolving the digital and data pain points that all businesses face.

Our client base share similar internal challenges, but we understand that the internal approach to resolving them may vary from business to business. Time constraints, changeable budgets and operational capacity all impact the ability to undertake a CRM implementation project, even when it’s badly needed.

That doesn’t change the fact that we are living through the 4th Industrial Revolution. Consumer expectations are at their highest, radically transforming the way businesses interact when they sell, promote and provide service. In this digital age, personalisation and customer connectivity are a fundamental business priority. And the only way to achieve them is with a fit for purpose CRM system that will unify data, streamline processes and improve productivity.

Introducing Dynamics QuickStart CRM…

Dynamics QuickStart CRM is a fixed scope, fast implementation of Microsoft Dynamics 365, built to fit your business need, type and budget. Implement a new CRM, upgrade a current CRM or entirely replace your existing system fast, for maximum impact and little business disruption.

Perfect for busy businesses who want quick improvements and results, and suitable for all organisations of all shapes and sizes – from Banking and Financial Services to Manufacturing, Government and the Public Sector – QuickStart CRM from Redspire is a quick and simple CRM solution that delivers immediate results.

If you’ve heard your c-suite leaders and department heads make any of the following statements, your business will benefit from Dynamics QuickStart CRM…

PAIN POINT 1: “There’s no single version of the truth!”

Also known as the right hand doesn’t know what the left hand is doing.

It’s surprising just how many large multi-national businesses are operating with outdated data silos and no single view of their customer across various departments. Which begs the question, how can you understand your customer, predict sales propensity and provide great service, if you can’t view their interactions with your business holistically?

If your customer, sales and service data sit on multiple databases and spreadsheets, you’re undoubtedly only skimming the surface of your sales capabilities. Whilst delivering poor service to your client base. Yet you can optimise operations fast with Dynamics QuickStart CRM. Your teams and your bottom line will benefit from a single customer view that accelerates sales, personalises service and increases customer engagement.

PAIN POINT 2: “What are the salespeople doing?!”

Also known as the boss is getting twitchy because there’s no visibility of what the moneymakers are up to.

Digitally optimised workplaces and effective data and pipeline management have been proven to make teams much more productive. Yet workforces often resist the serious benefits of a transparent CRM system for fear of big brother watching, measuring their performance and finding it lacking.

With a collaborative, visible pipeline, the improvements to the workforce, customer and management are immeasurable. Put your hands on real time reports with ease, review an up-to-the-minute pipeline status and automate business reports at the click of a button with Dynamics QuickStart CRM

PAIN POINT 3 : “Excellent – sales are up…but where are they coming from?”

Also know as winging the sales process rather than using an evidence-based approach

If you aren’t tracking customer buying patterns, sourcing lead traffic and attributing your sales to marketing touchpoints, how can you understand your sweet spot? If you don’t track the customer journey and how you win or lose, you’re undoubtedly leaving money on the table. Which makes your salespeople’s lives harder and returns poor ROI from your marketing spend. Integrate Dynamics QuickStart CRM with your existing systems to see the bigger picture and find your strengths and weaknesses. And then watch your sales grow.

PAIN POINT 4: “I’m sick of the ‘them and us’ – they’re supposed to be part of the same team!”

Also known as sales and marketing blaming each instead of working towards shared goals

Despite being part of the same organisational family, with shared business goals, Sales and Marketing teams are notorious for being the warring siblings of the business world. How often are you hearing ‘what are marketing doing, there’s no leads coming through, and when they are, they’re awful!’ Or marketing complaining about lack of sourcing and poor conversions from the sales teams?

The issue is typically lack of visibility, reporting and communication. A CRM that works for all departments, tracking campaigns, leads and opportunities will encourage a positive workforce, working together with shared vision, and MI that fosters a collaborative, data-driven approach

PAIN POINT 5: “Where’s the paper trail for this complaint?!”

Also known as lack of customer information management

We’ve all endured the customer frustration of a poorly handled complaint. It’s often just as challenging for agents trying to manage customer services issues if their organisation isn’t managing data properly. Customers need to repeat themselves each time they call or email, and your employee is on the back foot from the outset, not knowing what decisions have been made previously. With QuickStart you can automate and aggregate customer service information, so that your people always have what they need to hand, when they need it.

PAIN POINT 6: “Reporting shouldn’t be this hard. Can’t we automate it?”

The simple answer is yes. And you should be! Free up your key people’s time from hand preparing reports and get them back to their day job. With QuickStart, you’ll access management information, sales, marketing and customer satisfaction reports as and when you need them, even when you’re on the go.

Ready to find out more about QuickStart CRM?

At Redspire, we specialise exclusively in Dynamics 365, helping clients across different industries – from Government to Financial Services – transform digitally. Working with world-class tools from the Microsoft universe, Dynamics integrates seamlessly with existing operations to unify whole businesses into a single, intelligent system. Get quick installation, rapid delivery and faster return on investment with Microsoft Dynamics QuickStart CRM. Read more today or get in touch for a no-obligation chat with our consultants now.

Public Sector: Digital Transformation through Microsoft Dynamics 365

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Can public sector organisations afford not to take advantage of digital tools?

It’s a slightly controversial statement but nevertheless true. Whilst commerce and industry advance at speed towards great digital change, the public sector in the UK is in danger of being left behind. Potentially, at great sacrifice to public health, well-being and economic wealth. It’s indeed an uncomfortable truth that our most visionary, forward thinking public sector leaders are challenged every day in a drive to make UK public services world-leading again.

Digital transformation in the public sector

In the UK’s Institute for Government’s Manifesto for Changing Public Services it’s estimated that up to £46billion could be saved across UK public sector year on year with digital transformation that eradicates out-dated legacy systems and the need for costly suppliers. Which equates to an additional 1m frontline public servants.

Which begs the question, can public sector organisations afford not to take advantage of the digital tools available today?

Innovative public sector leaders value digital change

Innovative leaders in the public sector continue to push the mandate in a positive direction, encouraging their boards and final decision makers to engineer the digital change that will steer the UK and its people in the right direction. All the while, commercial private sector businesses, innovative third sector organisations and manufacturing, banking and financial services leap ahead with digital transformation that’s energising their business, boosting their bottom lines, massively slashing costs and increasing customer satisfaction tenfold.

Deploying an innovative digital toolkit has the power to solve much of the organisational pain our local authorities and service providers face, whilst correcting the disconnect that so many of our citizens feel from our elected leaders and public services. Saving heaps of money from public funds in the process.

CRM for citizen engagement

As the demographic make-up of our country ages and shifts, it has never been more important to reach citizens at a time that suits them, where they naturally consume their media and messages. Our culturally diverse and digitally switched on nation demand personalised multi-channel, multi-lingual interactions. Keeping citizens informed, engaged and aware in a cost effective, timely manner, and in a way that speaks their metaphorical language is invaluable. Yet a difficult operation without the right digital tools.

CRM solutions for the public sector

Enter Redspire and Microsoft Dynamics 365, with the tools and expertise you need revolutionise your organisation. Bespoke solutions built to your organisational needs, these purpose-built Customer Relationship Management (CRM) applications work seamlessly to help manage specific business functions across the organisation including Customer Service, Operations, Finance, Field Service, and Marketing, and all contribute to Customer/Citizen Insights.

CRM in simple terms simple terms is a category of integrated, data-driven solutions that improve how you interact and do business with your clients. CRM systems and applications are designed to manage relationships, track engagements and sales, and deliver actionable data, all in one place.

The next generation of intelligent business

Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organisations to grow, evolve and transform. As technology continues to transform the world, Redspire are a driving force that will help public sector organisations optimise operations, reach and engage with the public and empower employees to deliver services and the most personalised and powerful ways

Digital Transformation is here. And it isn’t only for corporate, digitally focused businesses. The tools must be deployed for public sector organisations. Our public services can, and should be as accessible as Amazon, as easy to use as Google and as exciting and flexible as Uber and AirBnB. And all delivered ethically to deliver front end services, in the public’s best interests and with the ability to save millions in public funds.

AI for the Public Sector

Artificial Intelligence has become ‘The New Normal’ and touches many aspects of our everyday life. Early adopter public sector agencies like Enfield Council and Aylesbury Vale District Council are already seeing the transformative value for services and citizen engagement, investing in AI chatbots to improve customer service, simplify internal processes and to guide residents through various form fill processes.

Constantly learning from previous conversations with residents, these revolutionary bots have the power to improve response times to generic service queries in areas like benefits and council tax queries, refuse collection requests and so much more.

Future planning with CRM

What does the future hold? The certainties are improved efficiencies, reduced demand on services and employees, a holistic citizen view that creates a better client experience and improved insights that lead more effective service provision. Digital tech provides a tremendous opportunity to improve all citizens life, for the common good of our country, and with ethics, security and privacy at the forefront of all decision making.

The fourth Industrial Revolution is here

We are now part of the 4th Industrial Revolution. The McKinsey Institute has stated that AI is contributing directly to a tremendous transformation of society, “happening ten times faster and at 300 times the scale, or roughly 3,000 times the impact” of the Industrial Revolution in the 1800’s.

What does this mean practically? Digital learning and skills development will be a core component of literacy and basic life skills. From pre-school to higher education, our education system must revolutionise and ‘keep up’ with the constant digital developments to ensure we don’t face skills shortages or challenges with talent acquisition.

What is certain however, is that change resistance within the public sector is beginning to break down. The opportunities for cost and efficiency savings, shared resources and joined up processes are too phenomenal to be ignored. Case in point, the Smart London plan, in which the City of London sets out the bold yet achievable ambition to become the smartest city in the world through mobilised services, data innovation and Artificial Intelligence. Improving the lives of some 30 million visitors, residents and workers.

Accelerating Digital: An Interactive Forum for Public Sector Leaders

Redspire has been a Microsoft Dynamics CRM Partner for over 15 years, helping all types of organisations across the UK transform through digital innovation and improvement. Our ever-expanding team of Microsoft certified consultants bring Dynamics 365 to life, with a bespoke solution that overcomes unique organisational challenges with a straightforward, customer centric approach. Our clients stick around, partnering with us long term, every time.

If you’re a digital leader who’d like to be part of the discussion on advancing digital transformation for the greater good in your organisation, reserve your spot at our interactive forum for public sector leaders today.

This not to be missed forum at Microsoft Scotland HQ, Edinburgh on 1st November 2018 will be chaired by Dr Jim Hamill – in association with Microsoft, Bridgeall and Exactive. Together, we’ll set the tone for the future of digital innovation in Scotland, and provide invaluable tools and support that persuades stakeholders and key decision makers on your future vision.

Full details can be found here – Accelerating Digital: An Interactive Forum for Public Sector Leaders. Sign up today.

Why CRM Doesn’t Instantly Create Customer Experience

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Every year, at around this time, we like to reflect on the year that’s passed and what the key learnings have been for us as a business and for the wider CRM landscape.

This year, unsurprisingly, one of the main themes is the blurred line of customer experience and customer service.

With much of our new work this year coming from the insurance and financial services sector, we’ve been at the coal face of one of the most commoditised markets, and each and every one of those projects has been a salient reminder of the enormity of customer experience.

Regardless of the sector that your business is operating in, customer service and customer experience are two different things.

Customer service is about those individual moments when employees are providing direct interaction to customers, what happens prior and what happens next.

Customer experience is so much wider than that. It encompasses every single aspect of how a customer perceives your organisation. Website, packaging, events, marketing campaigns, sponsorships, blogs, product delivery, going beyond the necessary, knowing customers so well you can predict what they might be interested in next, knowing when to back off, knowing their price.

So, even with the best efforts of every single department to provide excellent customer service every time, if they are not joined up, your customer is left with just a snapshot, and that’s not enough to evoke the positive feeling you need to create customer loyalty. It’s enough to satisfy their need in that particular transaction but nothing more.

That comes down to emotions. Yes, even in B2B.

Emotions shape the attitudes that drive decisions. More than 50% in fact according to the Journal of Consumer Research.

Customers will be loyal because they remember how they feel dealing with you. If you get it right once, well done. If you get it right twice, not bad at all. If you get it right across the whole journey, you’ll win their loyalty. I know if I think about the businesses that we deal with, and those I interact with personally, I know I could go anywhere at any time. I have to like them. I have to think they make my life easier or better in some way. And for our insurance clients where prices can always be matched, it’s been even more critical that they don’t slip up, ever.

In one department such as claims handling, everything could go beautifully. But if I’m the customer and I’m contacted at the same time about a fantastic new product and it doesn’t recognise I’m currently dealing with another claim, I’m going to wonder why departments aren’t talking to each other! Separate decisions in separate departments all impact on customer experience so it MUST be joined up.

Businesses starting their journey with CRM generally always want to know how it will help create customer experience.

It won’t. It will, however, facilitate it.

It will bring together all of those excellent customer service efforts into one place meaning that the overall effort can be overseen and future needs can be predicted before the customer even knows they have the need. You can be attentive and proactive without wasting their time.

With 60% of customers willing to pay more for a better experience (according to American Express) and the increase in customer loyalty that comes with it, look beyond the functionality of the CRM systems you are looking at, and really get to grips with the very first stage of how it will inform your overall experience.

 

Want to follow up on this?

We’ve broken the CRM journey into key chapters. Find the full series overview here.

In the spirit of customer experience, we also like to talk. Every conversation leads to more knowledge so feel free to get in touch!

Customer Experience: May the battle commence

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How would your customers rate the customer experience you give them? Would they call you customer-centric?

The various departments of your organisation may all be delivering exceptional customer service but if it doesn’t all hang together into a solid journey from start to finish, then you are probably losing opportunities and loyalty.

Customer experience is a big topic.  Where customer service is about a one-time interaction, customer experience is about the coming together of all touchpoints with consistency across channels. The aim is that each customer feels like you know and understand them and that you know what you are doing, that all the moving parts of your business work together effortlessly to produce the products and services that you are guaranteeing. One weak link such as incorrect records, repeated conversations, chasing for information or poor delivery standards after a promising start casts doubt over the whole operation.

It’s predicted that 2020 will see customer experience overtake price and product as the key brand differentiator. That’s a good thing for businesses striving to provide the best quality of product and service in their category but without the operational set up to make the customer journey work, it could be the end for many.

 

What does a good experience look like?

The goal is that intangible factor- likeability. If you imagine you were looking at two identical proposals from two different companies whom you believe to offer very similar products and who want your business. Which one do you give the business to? Yep, the one you just feel more drawn to, who seems more able, who is ‘on it’, who you don’t have to teach to suck eggs, who you feel can relate and understand you and your needs.

 

Here are just a few of the most important factors.

Consistent Customer Insight – With insight from across the business, you can personalise experiences, tailor communications, cross-sell, up-sell then use all that knowledge of what works to create other opportunities. Single Customer View and Voice of the Customer are just two of the tools that let you collate and access this level of knowledge in Microsoft Dynamics 365.

Omnichannel Engagement – It seems obvious but a customer should be able to interact with you over a multitude of channels and still get a consistent experience. So, if a customer has engaged with you on one channel, they then expect you to know that when they then contact you through another channel. Likewise, they expect you to know the detail of that interaction and to be able to pick up where they left off with no repetition. 52% of consumers say that they are less likely to engage with a company if the mobile experience is a let-down.

Responsive customer experience – Every interaction should help to inform the next and not only that, it should help to improve the customer journey for every customer that comes after.

 

So, what now?

Businesses are investing.  According to a Gartner survey, more than 50% will redirect investment into customer experience technologies next year with the first focus on the ways that they collect and analyse customer feedback.

Do you know how your organisation will respond to the new customer experience battlefield?  In our next blog, we’ll give you the lowdown on how Microsoft Dynamics 365 is making it easier for you to bring your organisation into alignment with your customer experience goals.

And if you’re currently looking at CRM, you might find our webinar ‘What CRM solutions are available?’ helpful where we’ll explore the many options open to you!

The Truth About Your Customer Service

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All successful businesses have one thing in common. They ‘get’ their customers. Not only do they make sure the product/service is meeting their needs, they make sure that their relationship with them is unshakeable by providing the best possible customer service. So, what does that look like?

Well, here’s what it’s not. It’s not keeping your customers waiting for information, it’s not being passed around multiple people, it’s not missing deadlines and only explaining after the event, it’s not when the left hand doesn’t know what the right is doing, it’s not blaming other departments when things go wrong, it’s not incentivising new customers and taking the existing customers for granted, It’s not providing information only when it suits you.

Sounds straightforward, doesn’t it? Yet UK firms that aren’t getting customer service right are losing £234 billion a year.  So what gives? Why is it proving so hard?

First of all, the service you think your customers are experiencing and the reality can be two different things and it won’t be because you’re not trying. One of the first things we do with our own clients is look at their existing processes. Yes, we’re IT driven but every piece of software and every application have the potential to enable or disable your team’s best intentions.  So we ask questions like:

  • How do your processes look?
  • Are teams able to communicate effectively with one another?
  • How easy is it to access and share information between departments?
  • How quickly and effectively can a client’s query be answered?
  • How easily can you spot a pattern in complaints or in product issues before they happen?
  • How do your customers want to interact with you?
  • What are your customer satisfaction rates?
  • What areas do your customers need you to work on?
  • Every process you have should be removing the barriers that prevent all of these happening.

How would you answer all of these? At the end of this month, we’re holding a webinar to look into exactly how Dynamics365 removes the barriers to gold standard customer service.  Not that long ago, CRM was a means to collect and store data, identify your best customers and prospects, send customer communications and to look at buying patterns.  Dynamics 365 has responded to the new age of customer expectations and has changed the customer service rules significantly.

Find out more information by watching on our Dynamics 365 for Customer Services webinar.

Marketing Wins: Keep Your Customers Coming Back with CRM

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A new blog on how the right CRM customer experience can retain customers, not just attract them. Read more

Adopt CRM: your customer engagement journey

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In order to keep one step ahead in the modern marketplace, companies must focus on maximising CRM customer engagement.
Read more

Insurers ‘should focus on customer experience’

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A new report has highlighted how UK insurers should perhaps be paying a little more attention to how they approach customer experience, after it was revealed only 16 per cent of customers feel it had improved over the last 12 months.

The KPMG Customer Experience Barometer suggested personal interaction, embracing digital channels and considering a new way of thinking in terms of retail could be three ways to go about bolstering clients’ experience.

Such recommendations were made after it was revealed that e-retailers performed better in the index, with well over half (53 per cent) of clients having extremely positive things to say about their experience of this. Not to mention that better customer experience actually contributes to lower cost-per-acquisition.

UK head of insurance at KPMG Phil Smart explained how addressing customer experience was indeed a challenge for insurers, not least as the market is continually evolving. Furthermore, with so many different rivals competing for the same market space, it can be hard for one insurer to stand out from the crowd over another.

Nevertheless, he went on to say: “Commoditisation hasn’t held online retailers back and insurers have much to learn from this sector.” Global head of insurance at the organisation Gary Reader reiterated Mr Smart’s about the value of being flexible, adding that insurers would need to be able “to deliver a high-quality and differentiating customer experience”.

A reconsideration of the approach taken by insurers in the UK is arguably needed after the report showed the UK’s figure to be notably lower than those of other countries. For example, in China almost two-fifths (39 per cent) of insurance clients felt there had been an improvement in their experience of working with insurers.

What’s more, Association of British Insurers’ figures show the UK’s insurance market to be the largest in Europe and third largest in the world.

The full KPMG report was based on a survey of 5,000 customers from 160 general insurers, leading banks, life insurers, utilities and e-retailers in the UK, the US, Australia, China and Germany.

UK insurers ‘should improve customer experience’

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Insurers need to improve their customer relationships in the UK market in a range of ways, a new report has indicated.

A study by KPMG has found that the general experience of British consumers is better than it was, but leaves much room for further enhancement – something online retailing may help achieve.

Its Customer Experience Barometer found only 16 percent of UK general insurance policyholders thought firms had improved in this area since last year, a figure that drops to 13 percent for life insurance. KPMG noted that most other countries have seen much more progress, with 39 percent of Chinese consumers happier with their service than 12 months ago.

The same pattern was apparent when it came to the overall level of experience, with only 34 percent of UK general insurance customers and 30 percent of life insurance policyholders rating this highly, again less than other countries.

KPMG said one way British insurers can improve is by increasing their focus on better personal interaction with customers, the use of digital channels and the adoption of a “retailing mentality”. It noted that those who retail online do best in the survey, with a 53 percent approval rating.

Global head of insurance at KPMG Gary Reader remarked: “The greatest opportunity for sustainable revenue growth does not come from new products or geographical expansion, but rather from their ability to deliver a high quality and differentiating customer experience.

“Those that get it right will not only capture a greater share of new customers, they will also be better placed to keep their customers and extend their existing relationships.”

CRM technology may help with this as it means companies can keep closer tabs on their customers and use the data available to offer better services more geared up to their needs.

The importance of providing a good customer experience was highlighted in the EY Global Consumer Insurance Survey 2012 report, titled Voice Of The Consumer.

It noted that insurance companies need to improve their quality of service, communicate better, be more transparent with their products and reward loyalty.

Customer experience ‘must be multichannel’

The atomisation of the customer experience has placed an increased amount of pressure on marketers, who now need to concentrate on a variety of platforms through which to engage with buyers.

In both the B2B and B2C sectors, people expect firms to have a unified presence online, in bricks-and-mortar sites and over the phone.

And according to the Eptica Customer Experience Multichannel study, more needs to be done to meet consumer needs.

“In an increasingly digital world, the majority of customers are choosing channels such as the web, email, Twitter and chat to communicate, engage and interact with brands,” said the report.

Fundamentally, this means firms are dealing with many more interactions through a variety of touchpoints, making the process considerably more complex.

CRM software has developed over the last decade to address some of these issues, although having talented and flexible marketers with the digital savvy to cope with a number of platforms remains crucial.

But worryingly, 32% of companies were unable to answer more than half of the questions they were asked online in 2013, while customers couldn’t find a solution for roughly a third of their queries over the web.

Only 41% of businesses were able to reply to emails accurately, with eight out of ten sectors now providing an email response more slowly than in last year’s report.

Social media saw major growth over the course of 2013, but results in terms of customer satisfaction remained relatively patchy.

“When it comes to customer service, the power has moved from company to consumer. Driven by increased competition, social media and always-on channels such as mobile, customer expectations are continually rising,” added the report.

Failing to meet these heightened demands can lead to a major drop in brand reputation and even see companies lose revenue as consumers prefer to utilise their more engaged rivals.