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Features

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View customer interaction histories

Customer histories can provide crucial information about how a particular issue originated and can lead to swifter, more comprehensive resolutions. With information about the sales process, any customizations that might have been done, and any other historical customer information, issue diagnosis and resolution, especially for long-term customers, can become a smooth process.

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Examine everything from the sales process, customer type and intended use of the service, and customizations that might cause the issue
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Ensure transparency and accuracy by enabling the customer to verify their information and history through the support portal

Help Business Leaders Understand Customer Issues

Oftentimes repeat issues must be addressed by product teams. Build a    knowledge base of solutions to common problems for customers to see and take those issues to business unit leads to ensure that there is a complete understanding within the business of the predominant customer issues.

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Build a knowledge base of common customer issues
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Track the number of instances customers experience with each issue
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Provision knowledge base access to key business unit heads to help communicate awareness and solve problems at the product or service level

Increase Customer Satisfaction

A large part of customer satisfaction is ensuring that your customer has access to quick, conveninent answers whenever problems with your products or services arise. A tailored customer support portal ensures that you customers can quickly and conveniently search through common issues and resolutions, and if need be, create, document, and track their issues, letting them know that your business is both organized and professional and puts customer needs first.

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A Support Portal for a tailored support experience
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Tools to build support documentation and a customer FAQ
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No customer left behind – workflows to automate follow-ups

Predict and Solve Issues Early

In order to permanently reduce the number of issues reported by customers, action must be taken at the sales and product steps to eliminate issues discovered by customers. Oxygen CRM On Demand helps provide transparency by enabling support teams to document issues and provide solutions for customers in a knowledge base, while providing sales and product teams with access to that documentation for issue resolution at the product or sales level.

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Easily accessible support resources – private customer portal, document management, and FAQ
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Rapidly accessible customer information – access customer histories to better understand their issues
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Build reports from customer support interactions and present them to product, marketing, and sales teams to resolve issues before they happen

Facebook/Web-to-Lead Capture Forms Collect Customer Data

 

Customizable web-to-lead capture forms that feed customer information straight into your CRM enable you to collect data on customers interested in your products and to finally understand who your customers are to shape your company’s sales, marketing, and product strategies. Enroll those customers in tailored email marketing campaigns or use the data to assess who your most valuable customers are and to focus sales teams efforts on leads with those characteristics.

Creating and Embedding Web-to-Lead Forms

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Customize forms to collect whatever data you need using our easy form-creator and embed the form on any of your websites.
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Information filled out by customers feeds straight into CRM. (quick tip: studies indicate that contacting them within 5 minutes makes them 22x more likely to convert)
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CRM captures all of this information in a lead record and can subsequently start automated email marketing campaigns for them.
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Use that information to learn about common characteristics of markets in which your products and services are in high demand.

Email Marketing Campaigns

Running email marketing campaigns is one of the easiest, most effective ways to get new and recurring business. By educating leads that you collect from webforms, .CSV imports, and manual imports on your products and services, you’ll help them find a match between their needs and your offerings. Additionally, updates, deals and incentives can be emailed to encourage repeat business.

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Identify the group of customers you’d like to send the emails to and group them into individual campaigns to track the success of each campaign
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Easily create email templates that include variables that automatically fill-in like customer names , dates, and any other information from within your CRM
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Include links to media and any other information
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Create schedules for each campaign can become a smooth process.

Track Campaign Effectiveness

It’s as simple as knowing what you’re pitting in and what you’re getting out. Create marketing campaigns, assign them a budget, and assign leads to those campaigns. Once a lead has made it through the sales pipeline and purchased a product, assess the Rand amount earned and mark it off in the campaign that resulted in acquiring the lead. A positive ROI

The Campaigns Module

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Create lists of leads associated with each marketing campaign
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Fill in budgeted dollar amounts for each campaign
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When a lead ends up purchasing a product, mark off on the campaign that resulted in the conversion, which campaign the lead originated from
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Use custom fields and formulas to create report metrics such as the ROI for each campaign (divide the Rand amount earned field by the Rand amount spent field)

Understand Your Markets

Finding common characteristics amongst your customers is the best way to know in which markets to sell your products and services. Ensure that important customer information is collected during the lead creation and qualification, and sales stages to ensure that reports can be generated to identify the shared characteristics of your customers. Use this information to create and target new, more effective marketing campaigns.

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Design web-to-lead capture forms to capture all of the relevant market segment data you need using the web-to-lead form creator
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Use the reports module to build reports that identify the most shared characteristics of your customers
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Design future marketing campaigns using what you find to be common characteristics of customers who have found your products and services to be a good match for their needs.

Improve Efficiency with Workflows

Your sales team’s time is precious. Make sure that it’s used effectively by using workflows to intelligently automate repetitive manual tasks such as assigning leads, scheduling followups, and creating tasks.

Configuring Workflows

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Assess your sales team’s repeated processes and tasks
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Model each process or task in the workflows module
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Identify and set triggers (dates or events) that activate the workflow
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Test the workflow to ensure that its function and triggers are working correctly

Centralize Your Customer Data for Quick Access

All your customer data in one place enables salespeople to spend less time searching and more time selling – customer interactions, deal information, emails, and data are all accessible in one place allowing your salespeople to spend less time searching and more time selling.

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Import leads, contacts, opportunities, organizations, and all other customer data via .CSV file
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Automatically associate received and sent customer emails with their associated CRM record for a complete picture of customer interactions and histories
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Integrate with  MailChimp and other applications

 

More

- Opportunity tracking - Dashboard - Our Sites - PBX Manager
- Customization - Documents - Sales Order - Price Books
- Email templates - FAQ - Services - Products
- Web-to-lead capture - Home - SMS - Project Tasks
- Lead , assignment - Invoice - Service Contracts - Project Milestones
- Dashboards - Leads - Trouble Tickets - Projects
- Assets - Mail Manager - Vendors - Purchase Order
- Calendar - Organizations - Webmail - Quotes
- Campaigns - Opportunities - Customer Porta - Recycle Bin
- User Roles - Our Sites - Contacts - Reports
- Field Permissions - Audit Tracking - Hierachy’s - RSS