The experience of our KISS Software team shows that a business can only operate successfully if it has a high-quality customer relationship management system integrated into it.
“CRM allows you to better track customer actions, assess interest, forecast sales, automate email mailings, and more. Thanks to a personalized approach, the company is able to build long-term relationships with consumers,” emphasizes Yevhen Kasyanenko, head of KISS Software.
Therefore, communication with customers should not end after the sale; at this point, communication is just beginning. We have already implemented CRM systems in dozens of businesses from a wide variety of fields, including online stores and small companies, as well as large corporations. This helps them to build normal working relationships with customers and finally bring order to their databases, without endless tables and chaos.
How exactly everything is set up will depend on the tasks of the specific business, but in any case, it saves both time and team effort. And this is true in any niche where automation and order are important.
Today, our task is to tell you about the most important aspects of CRM for optimization.
Manual entry complicates many processes and leads to numerous errors, which can result in a loss of money, resources, and time. CRM, on the other hand, can reduce risks and workload.
One of the most striking examples is data synchronization. This makes it much more convenient to collect and process information automatically, without the need for managers to write leads or upload applications manually.
When the entire system is interconnected, there are no duplicates. Data can be entered into a single database and automatically added to related services. This method is very convenient, for example, for accounting for transactions and stock balances. A good example is the integration of amo crm with 1C, where the system operates in real time.
When everything you need is in one place, it becomes much easier to track KPI indicators:
Accuracy allows you to make important decisions about product turnover. Proper CRM operation greatly simplifies the analysis of any data and figures. The curators of our KISS Software team have clear examples of CRM working with business analytics platforms, which has helped to scale the business and even take revenue to a new level.
“Sales grow where attention to detail, accuracy, and personalization are key,” says our specialist.
A well-coordinated system allows you to work with each potential customer individually, tracking their needs. For example, remind them about discounts, product availability, updates, bonuses, delivery dates, etc.
Quality service always generates positive reviews, which attract new people who trust you in advance.
Before implementing CRM, it is worth figuring out which approaches and technologies are right for your business. You don’t need to take everything. It is especially important to pay attention to security, flexibility, and how the system will grow along with your project.
Given that there are many solutions for doing business, they need to be linked together for a smooth workflow. Thus, API can provide between CRM systems and exchange with other programs in real time.
In our experience, the REST approach is the most versatile, while SOAP is better suited to situations where strict security standards must be met or specific protocols are in place.
“REST API allows you to track sales funnels and instantly process requests and transactions, as well as automate manual entry,” adds Yevhen Kasyanenko.
Cloud platforms such as iPaaS (Integration Platform as a Service) are used in social networks, databases, CRM, and ERP. Their task is to connect all these systems and automate processes. For example, orders from a store, new subscriptions, reports, or messages in Direct. All of this is processed automatically without any extra work.
Popular examples include Zapier, Make (formerly Integromat), MuleSoft, Boomi, Workato, and Tray. The platforms are also used in search engines, where the code is processed by built-in robots. This significantly reduces the load and saves time.
Webhooks, CSV, and XML are methods for notifying about events, order status, price changes, or other processes that require special attention. They can be used to upload or download data, track new leads, perform checks, monitor, and update versions.
Sometimes, to optimize performance, developers connect directly to the CRM database or third-party services. This approach eliminates intermediate processes and data transfer levels.
“Connecting directly to the database carries the risk of compromising security and stability.
Therefore, it requires very careful configuration so as not to lose confidential files,“ warns the system expert.
”I always take a comprehensive approach and advise combining CRM with all possible services where records are kept.
For example, web portals, social networks, integration of telephony with CRM. This method allows for continuous operation. It is important in this approach to avoid configuration errors and to turn to professionals, not novices,”explains Yevhen Kasyanenko in detail, using a personal example.
The most popular synchronization system is 1C. It always shows up-to-date data on stock balances, prices, orders, and transactions. The interface is user-friendly, allowing you to quickly handle routine tasks and easily synchronize information.
CRM integrated with landing pages or full-fledged online stores significantly reduces the time needed to collect data. For example, emails, phone numbers, questionnaires, and applications. All this data is automatically generated in a table with a detailed description of each item. In addition, you can set up UTM tags to understand where the customer came from.
If you additionally connect Binotel, Ringostat, or Zadarma, a function for recording calls with customers appears. Interaction with the customer in this way is much more effective because the call is recorded by the system immediately, without making the buyer wait long.
When working with customers, our team is increasingly implementing sales through Direct. CRM quickly processes requests, allows you to collect statistics, and analyze performance for each channel.
To integrate CRM properly, you need to do everything step by step. Our team has compiled important key steps that will help protect the system from errors and optimize all tasks.
Before moving on to the implementation of anything technical, it is important to clearly understand: why is all this needed? Which system will solve your tasks? Once you have the answer to this question, the next step is to set up communication between the systems so that data can flow smoothly back and forth without anything getting lost along the way. It is also important to think about how all the elements will interact.
“If you choose a system at random, without taking into account the specifics of your work, it will most likely be useless. It simply won’t fit into your processes and will only add unnecessary hassle,” emphasizes our specialist.
Once the system has been chosen, the real work begins. It needs to be configured correctly, tested, and all the details checked. It is better to do this in a separate “sandbox” so that nothing important gets broken if something goes wrong. The goal here is to achieve stable operation so that nothing crashes or slows down under load.
It’s hard to talk about automation if people don’t understand how to use it. So training is a mandatory step. Staff need to be taught how the new system works, where to click, how to make backups, and how to avoid making mistakes manually. Otherwise, even the most perfect technology will start to malfunction simply because it is being used incorrectly.
The final step is launch and scaling. After implementing the system, it is important to stay in touch with the developers for technical support, advice, or updates on new features.
“Organizing work with CRM cannot be formulaic; clear technical and organizational solutions must be in place,” the expert reiterates.
Returning to the third step in preparing for CRM system integration, it is necessary to pay attention to the company’s readiness for change. Often, outdated systems with insufficient automation significantly slow down the connection of new modules.
The competence of employees plays a key role in this, because if an employee is not interested or trained, even the best system will not be useful. Yevhen Kasyanenko recommends organizing training sessions and master classes to introduce staff to the CRM system.
For best results, it is worth thinking in advance about what mistakes might arise in the course of the project:
Our KISS Software team includes leading specialists who have gone beyond many years of experience in the IT environment, developing website architecture and communication systems, conducting testing, delivering turnkey projects, and simply contributing to the updating of business accounting systems.
In addition to being able to handle all stages of CRM integration, we also maintain contact with the customer in the future and train staff in the fastest and best methods.
The implementation of CRM for business management creates integrity, which makes it very easy to interact. A competent approach ensures security, accuracy, and efficiency. As a result, the business grows and increases profits, there is no chaos, and the system improves KPIs.
For a full consultation, fill out the application form on our website and receive detailed instructions on how to effectively integrate CRM into your business!
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