Powercor are currently utilising Salesforce’s Customer Relationship Management (CRM) System which is a strategy for managing our interactions with existing customers and potential new clients.
The CRM enables us to focus on our relationships with individual people, whether those are customers, service users, colleagues or suppliers. Some of the biggest gains in our productivity have come from moving beyond the CRM as a sales and marketing tool and embedding it in our business, from contract management to customer services and supply chain management.
With the CRM system we have one place to store every customer, every lead, every service request, all of their contact info, preferences and history so our conversations are always personal, relevant, and up-to-date. These are then all available on mobile, desktop and through powerful reports & dashboards.
Our highly active team generate a flood of data. They can be out on the road talking to customers, meeting prospects and finding out valuable information and all this information gets stored in handwritten notes, laptops, or inside the heads of our staff.
Details can get lost and prioritising customers can be a matter of guesswork rather than a rigorous exercise based on fact. Without a common platform for customer interactions, communications can be missed or lost in the flood of information leading to an unsatisfactory response to the customer.
With our CRM system we can gather information from a huge variety of sources across the business and beyond. This gives us unprecedented insights into how our customers feel and what they are saying about our organisation so we can improve what we offer, spot problems early and identify any gaps.
Perhaps the most significant recent development has been the move into the cloud. Freed from the need to install software on numerous desktop PCs and mobile devices, we have discovered the benefits of moving data, software and services into a secure online environment with the ability to access from anywhere. With the added benefit that the CRM has proved quick and easy to implement we foresee continuing improvements in our efficiency and the way we work.