Nairobi, Kenya, September 23, 2011 --(PR.com
)-- Many Small Medium Enterprises (SME) do not understand the value of good customer relations and due to heavy workloads customers get poor service. A Customer Relationship Management System (CRM) makes it easy to relate with customers as it involves the integration of marketing, sales, customer service and administration departments in an organization to achieve greater efficiency and effectiveness in delivering customer value.
According to Ms. Felista Wakina the Managing Director of Softlink Options Limited a software provider company, many businesses are losing out on profits because priority is given to the sales department which is believed to be the core of the company.
“Many people tend to think that their profits are going down due to defects with their products or services. However a deal with a customer does not end with receipt of a product or service but rather at the satisfaction of a client with a company’s after sales services,” says Ms Wakina adding that SMEs need to move from focusing on short term sales maximization and give more attention to customer retention and referrals.
It is with this for this reason that Softlink Options Ltd has introduced Tunza CRM software that assists SMEs to understand all the aspects of customer relationships and to also reduce information gaps within departments ensuring that they all work as one.
Through its modules the software enables customer support, employee support, sales automation, marketing automation, defect tracking, knowledge management, web services and orders processing.
Ms. Wakina explains that through this system, whenever a customer raises a query or gives feedback on a product or service through a company’s website, this information is registered directly in the CRM’s feedback or FAQs page. The customer service department can then respond to the given information in a matter of minutes.
“To stay on top by attracting and retaining customers businesses need systems that allow them to efficiently and effectively engage with their customers no matter the channel, TUnza CRM is such a system,” she concludes.