At Moduflex, we value innovation, and as a business it’s essential that we continue to invest in new technology to streamline our processes and stay ahead of the competition.
We started the new year with a major change in our office - the launch of a new CRM system. CRM is short for Customer Relationship Management and it is software that is designed to digitise your customer database, bringing a huge number of benefits to our business from streamlining and automating processes for staff to improving the customer experience.
Choosing the Right CRM
We needed a system that would be easy to use, could be integrated with 3rd party software, could eliminate manual tasks, and give us great insight into our customer data. After careful research, we decided that the system that would best suit our individual business needs would be Insightly CRM.
Centralised Hub
By digitising our customer database and enquiries, we now have a central hub combining sales, customer service and marketing, that our team can use to quickly access a comprehensive history of interactions, tracking customer journey and trends. By having access to this information, our team can quickly get up to speed with a job, even when they’re not the owner of the enquiry.
Improved Efficiency
With the advanced technology of Insightly CRM, we’ve been able to review our current business processes and eliminate lots of manual data entry. Where previously the team would fill out a number of spreadsheets, Insightly now takes live customer information and pulls it into reports which are automatically sent out to the relevant people, including jobs that are ready to be invoiced, logging and tracking of NCRs, our fitting team’s schedule, and our sales intake. All of this has freed up our team’s time to focus on the customer.
Data Visibility
Our CRM system allows us to make informed business decisions based on real-time data, such as information about product trends, where our customers are based, and how they discovered our business, allowing us to effectively manage our sales pipeline as well as the full customer journey. We now also have an automatically generated sales forecast that takes our live enquiries and predicts business for the months ahead, enabling us to be proactive in our decision making.
Improved Customer Service
Not only do we now have a comprehensive history of all of our customers, but we can begin to foster stronger relationships. The CRM system enables effective task management, automated follow-ups, real-time tracking of the progress of enquiries, and reports that pick up any gaps so that nothing is missed. With better insight into customer trends, we can be proactive in our approach, anticipating what our customers need. We can also track feedback and cross-reference images of past jobs to improve marketing capabilities.
Reduced Paper Use
Our monthly meetings have become fully digitised, analysing the live data from within our CRM system instead of printing agendas and tables and manually pulling reports. With the ability to track and segment jobs in real-time, this has also eliminated the need for our team to print out information on jobs. This reduced dependency on paper has been a great step towards improving our sustainability.
Implementing a CRM system has been a significant step forward for Moduflex towards operational excellence. As we continue to evolve as a business, investing in new technology remains at the core of our strategy to set us apart from the competition. We’re excited to see how we can use this software to its full potential!