Index

Problem Statement

Process for Implementation

Automations and Workflows

Reporting Setup

Problem Statement

The current lack of a structured CRM system poses challenges in effectively managing customer relationships, tracking sales activities, and ensuring a seamless onboarding experience. Therefore, Tekie requires the implementation of a CRM system, along with the setup of automations and reports, to streamline and optimise their sales and onboarding processes.

  1. Disorganised Customer Information: Without a CRM system in place, Tekie faces difficulties in managing and organising customer information. Contact details, interactions, and key customer insights may be scattered across various platforms, resulting in time-consuming searches for important information. This lack of centralised data hampers the ability to understand and engage with customers effectively.
  2. Inefficient Sales Pipeline Management: The absence of a CRM system makes it challenging to track sales leads, opportunities, and the overall sales pipeline. Important activities, such as lead generation, follow-ups, and deal progress, may be prone to manual errors or overlooked.
  3. Inconsistent Onboarding Experience: Without a structured CRM process for onboarding, Tekie may struggle to provide a consistent and seamless experience to new customers. Onboarding tasks, such as collecting necessary documents, assigning onboarding resources, and tracking progress, may be disjointed and prone to miscommunication.
  4. Manual and Repetitive Tasks: The absence of CRM automations leads to manual and repetitive tasks for the sales and onboarding teams. Manual data entry, follow-up reminders, and customer notifications consume valuable time and effort that could be better utilised in building customer relationships and providing personalised support.
  5. Limited Sales and Onboarding Insights: Without proper CRM reporting and analytics, Tekie lacks visibility into key sales and onboarding metrics. It becomes challenging to assess team performance, track customer success, and identify areas for improvement.

Process for Implementing CRM

  1. CRM Platform Selection: Evaluate and select a suitable CRM platform that aligns with Tekie's requirements and budget. Consider factors such as ease of use, customisation options, scalability, and integration capabilities with existing systems. Popular CRM platforms such as Salesforce, HubSpot, or Zoho CRM can be considered based on their features and suitability for Tekie's needs.
  2. CRM Configuration and Customisation: Configure the chosen CRM platform to reflect Tekie's specific sales and onboarding processes. Customise data fields, workflows, and user permissions to align with Tekie's unique requirements. This will ensure that the CRM system supports the desired sales and onboarding workflows and captures relevant customer information effectively.
  3. Data Migration and Integration: Migrate existing customer data from various sources (e.g., spreadsheets, email systems) to the CRM platform. Ensure data integrity and accuracy during the migration process. Integrate the CRM system with other relevant tools and systems, such as email marketing platforms or support ticketing systems, to streamline data flow and provide a comprehensive view of customer interactions.
  4. Sales Process Mapping and Automation: Collaborate with the sales team to map out the sales process within the CRM system. Identify key stages, milestones, and required actions for each stage of the sales pipeline. Implement CRM automation features, such as lead assignment rules, email templates, and task automation, to streamline the sales process and reduce manual effort. This will ensure that sales activities are efficiently tracked and managed within the CRM system.
  5. Onboarding Workflow Design and Automation: Work closely with the onboarding team to design an efficient onboarding workflow within the CRM system. Define key onboarding steps, tasks, and dependencies to create a structured onboarding process. Leverage automation features to trigger reminders, notifications, and task assignments during the onboarding journey. This will result in a consistent and smooth onboarding experience for new customers.