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Przeprowadziliśmy nową analizę pokazującą dlaczego jest i będzie ważnym graczem na rynku usług .

https://datacamel.pl/microsoft-wiodacym-dostawca-rozwiazan-business-intelligence/

W artykule znajduje się:
1) Ocena Power BI przez Gartner - Magic Quadrant
2) Opis architektury Power BI w oparciu o chmurę Azure
3) Wpływ ekosystemu usług i narzędzi oferowanych przez Microsoft
4) Argumentację przemawiającą za rosnącą rolą Power BI


zapraszamy do lektury!

Follow the Lead! Customer care automation in Sales explained

The process

Customer care is a core process for every company. We may think otherwise, but in the end it is the customer that is vital for your business sustainability and growth. This is why it is crucial to be able to handle your customer relations with both potential and current clients properly. While most of the time companies focus on opening new sales opportunities you should never overlook clents which come to us organically from various sources that directly dependent on our sales activities. It’s the Marketing division and it’s actions that generate new leads. Your Sales Team just needs to seize the opportunity and react quickly in order to warm up the lead and start the conversation.

Action – reaction

Speaking of new leads acquired organically the company should have a process that handles it, but before that happens, it should be able to quickly identify the occurence of this fact. Let’s assume that a potential client is already browsing through your online shop, but you haven’t acquired any contact details yet. By marketing activities (promotions, discounts, valuable industry related content) your company should encourage clients-to-be to leave contact details by inducing to register on your platform. Just by itself gaining e-mail address opens up a possibility to start the conversation.

After gathering contact details from the other side of the monitor you should react – quickly and thoughtful. Mature companies that follow the “customer first” policy treat this process as key in their sales model. Since a potential client has made the effort to share information you should greet him properly. This process should be build to present personalized offers, show off customer care and provide guideness.

Imagine that for this goal we are creating a robot, which tasks are:

1. To gather information about new lead based on online customer journey
2. Automatically assign an Account Manager (AM) based on client’s location
3. Generating a task for AM with the purpose of making the first contact and researching his needs by analyzing collected data and asking the right questions (data-driven decisions)
4. Sending e-mail to the client informing him about assignment of his personal AM and dedicated pricing model based on industry and location of the client.

Possibilities of automation

That first impression you make is so significant it’s indescribable. This is the time to show that you truly care. Profits will follow that. Such a process can be expanded by automatically assigning starting discounts for first purchase and many more. It can turn out that the client after coming to your e-commerce platform needs professional help with product selection suited for a particular purpose. Whatever you do, you must remember that there’s a person on the other side that may prefer more direct form of contacts and in this case it could be an appointment with Sales Team Representative.

Some of those activities can be automated. This involves the information flow both inside and outside of an organisation so that manual work is limited to it’s indispensable neccesity. Imagine the process in which Sales Representatives manually refresh reports in CRM to find newly registered accounts. It is a huge waste of time. Moreover, sales people often “fight” to contact the most promising leads first leaving the rest, probably less profitable ones untouched. Algorithms in automation can handle such situations by introducing assignment queue which takes care of equal division of clients and minimizes competition between employees over obtaining “better leads”. You surely don’t want others to think of your company as unprofessional because two different sales persons “bashed” the door of the same client. We could also enrich the process by sending personalized welcoming messages enriched by the knowledge gathered from online customer journey. Finally, we could add a calendar of assigned AM to schedule a call or meeting. That will definitely make a good first impression on your possible client and can be a great start for further conversation.

Case study

We have already implemented such projects, so we can introduce you to an exemplary work flow of such process automation. Traffic data from e-commerce platform was collected using Google Analytics and further analyzed. Gathered data is then processed outside of transactional systems to relieve it from heavy data processing. We integrated our solution with CRM (Customer Relationship Management) to present information inside the core company system.

Eventually, an AM receives a notification and task to greet new client inside CRM. The integration of the outcome of our data engineering takes crucial part thanks to which an employee doesn’t have to switch between different applications and can focus on working within one. We strongly count on simplifying day-to-day work for your employees and we do it by striving from introducing changes to your current technology stack.