Can You Access Your Servicemax CRM Data in Real Time?
Customer relationship management (CRM) is a methodology used by businesses to manage the interactions they have with their customers. CRM tools synchronize and automate a variety of business functions such as customer service, marketing, sales and technical support. ServiceMax makes field-service software that connects businesses and their customers through the cloud, and also provides real-time reports for a variety of functional groups.
Overview
Many businesses have recently invested in the implementation of CRM software, according to Computer Weekly. They now have a strong motive to realize a return on this investment by improving their ability to analyze CRM data and act upon this information. Real-time CRM analytics is an effective method of reducing the response time to customer requests without compromising the decision-making process.
This method generally involves using customer data to respond to changes in market conditions as quickly as possible. CRM provides the greatest benefit to competitive businesses that require an accurate analysis of a customer's buying patterns and preferences for the purpose of identifying the most valuable customers. These businesses include those in the retail, financial services and telecommunications sectors.
Retail businesses provide a common example of the need to analyze CRM data in real time. These businesses need to understand the buying habits of their customers within a store so they can effectively service those customers when they buy online. Real-time CRM analytics allows businesses to determine the optimum course of action for each customer request based on a set of business rules.
Features
The ServiceMax application allows you to define reports for functional group such as parts, technical support and work orders. This application is available with more than 70 reports and over two dozen dashboards that are already defined. You can customize these reports by dragging and dropping parameters and setting the filtering options.
The ServiceMax application also allows you to create dashboards that have any set of reports that you desire. You can embed these dashboards into any page of the application and establish the permissions required to access each dashboard. The ServiceMax application also allows you to send a dashboard to a mobile device, assuming its user meets the restrictions for that dashboard.
Benefits
Today's field-service environment is highly competitive and fast paced, requiring transparency throughout your entire organization. The ServiceMax CRM reports allow you to obtain information that maintains customer satisfaction such as outstanding work orders, RMA delays and expiring warranties. These reports also let service managers determine the key performance indicators that allow your managers to make the right decisions.
For example, the "Critical Work Orders" dashboard allows managers to view the outstanding work orders that are critical for maintaining your SLA commitments. You can also obtain reports that are accurate up to the minute and receive them from mobile devices or the web, allowing you to take appropriate action from anywhere. Real-time CRM analytics from the cloud let you keep your information management costs within budget by not using resources from your IT department.This article discusses the advantages of analyzing CRM data.
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