October 04, 2012
Embracing Service-Oriented Culture Helps Salesnet's Deliver Successful CRM Results
By Mandira Srivastava
Whether implementing CRM software for new companies or supporting customers who have been using the system for more than a decade, customer service has continued to be an integral component of Salesnet’s delivery. Unlike other players in CRM industry, Salesnet views customer service as a tool to identify opportunity and take a leadership position, rather than being a mere checklist item.
Salesnet encourages its customer service group to directly involve management and involve required resources at any time to address customer issues.
Salesnet considers customer interaction as the best way to understand their needs and ensures customers are getting the most out of Salesnet. Both customers as well as customer service personnel can benefit from a well-maintained relationship.
“I’m given complete freedom to do what is needed to resolve the customer’s issue. That makes my job very rewarding and I look forward to working with each customer,” said Jerry Grisham, Salesnet Customer Service.
Work culture at Salesnet is geared toward a “whatever it takes” attitude, whether assistance requires a simple e-mail or jumping on an ad-hoc Web meeting to achieve a successful result. This mindset often leads customer service associates to sometimes help customers with issues unrelated to Salesnet.
Service-driven culture in a company often indicates a very dynamic demand for customer service demand. Depending on their internal structure and the nature of their CRM configuration, different customers may have different service needs.
Recently, a new Salesnet customer was transitioning from another CRM provider and required a speedy rollout with heavy API integration.
“Salesnet’s team successfully migrated four plus years of CRM data from our previous solution to their platform within our short time frame,” said Jason Porter of Dixie Group. “They also replicated our previous custom integration, utilizing all existing functionality of their platform. They did so without the added expense and time associated with development of custom integration as was required with our previous CRM.”
Although business and sales processes continue to change over time, and new sales methodologies and mobile technologies emerge, the need for leading customer service will never go out of style.
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Edited by Braden Becker