Salesnet’s Service-oriented Culture Helps Deliver Successful CRM Results

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Salesnet’s view of customer service is one of opportunity and leadership rather than a “necessary cost,” which is the case with much of the CRM industry.

Salesnet’s view of customer service is one of opportunity and leadership rather than a “necessary cost,” which is the case with much of the CRM industry. The customer service group is encouraged, and has the authority, to directly involve management and/or development resources at any time to resolve customer issues.

Salesnet actually welcomes interaction with its customers. It’s the best way to understand their evolving needs and how they actually use the system and ensures they are getting the most out of Salesnet. Developing this relationship with customers is not only beneficial to them, but to the customer service personnel as well. “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.” Jerry Grisham, Salesnet Customer Service.

From new customer rollouts to companies that have been using the system for over 10 years, customer service remains an integral component of Salesnet’s delivery. Sometimes, it is even necessary to help customers with issues unrelated to Salesnet. The culture is geared towards a “whatever it takes” attitude whether assistance requires a simple email communication or jumping on an ad-hoc web meeting to achieve a successful result.

“He not only helped me over the phone, but after the problem was resolved he went back and located prior emails that he had sent to me and forwarded the one with the original instructions. He didn’t have to do that, but he did.” Mike Cluxton, Graham and Graham Eldercare

When company culture is service-driven, it is understood that customer service demand is very dynamic. Different customers have different service needs depending upon their internal structure and the nature of their CRM configuration. 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. 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.“ Jason Porter, Dixie Group.

Business and sales processes change over time, sales methodologies evolve, new mobile technologies emerge, but the need for leading customer service never decreases. At the end of the day it’s all about helping customers get the most out of Salesnet CRM. It’s about the relationship.

About Salesnet

Salesnet® is a leading provider of online CRM software specializing in managing and reinforcing successful sales performance. Salesnet CRM™ is extremely configurable, while remaining easy to learn and use, empowering companies to sell more effectively. Organizations such as Namasco, Sovereign Bank and ITSM Academy use Salesnet CRM™ to increase revenues, improve sales and marketing effectiveness, and successfully manage customer relationships. For more information on Salesnet® go to http://www.salesnet.com.

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Scott Farmer
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