Are You a Law Firm that Uses LexisNexis? Check Out the New Enhancements to their InterAction CRM

InterAction is a CRM (customer relationship management) by LexisNexis; if you’re working at (or the head of) a law firm that uses LexisNexis, you’ve probably heard of it. The new high value InterAction project will improve a variety of CRM functions and make it a more efficient CRM for your firm.

LexisNexis InterAction CRM: http://interaction.com/

Legal professionals are constantly facing more and more pressure to grow their business and win clients in the fiercely competitive market of legal. LexisNexis Legal & Professional has announced on April 25th, 2017, that they have added quite a few new high-value enhancements to their InterAction CRM software. These enhancements are a part of LexisNexis’ ongoing investment strategy that involves helping lawyers/attorneys, legal marketing professionals, business development professionals, and support staff manage the processes of businesses development and law firm CRM.

With the goal being to make CRM a more productive, efficient, and simple experience.

The Study

A new study via CounselLink from LexisNexis has indicated that law firm consolidation is on the rise (Minick, Toni, Director of Product Management for InterAction). In the legal market, law firms can’t afford incorrect / inaccurate client contact information — the new enhancements are extremely important because they help to lessen the burden on law firms — this means busy attorneys and business development professionals can focus on generating new business and getting work done.

InterAction CRM Enhancements

With the goal of improving data quality, law firm efficiency, and reliability, the enhancements to this CRM will help law firm marketing employees use the CRM for better management of their marketing workflows and increase the efficiencies as a result.

Also, the users of InterAction CRM will experience superior segmentation and categorization features to help with one-on-one marketing communication and improve the archiving capabilities in order to streamline the firm’s archiving processes.

Some of the new enhancements that were added to InterAction CRM includes:

  • Google Chrome Browser Support.
    • Google Chrome is the choice browser by a lot of law firms. Now the InterAction Web Client supports the use of Chrome.

  • Archiving and Segmentation.
    • With superior categorization and segmentation capabilities to assist with one-on-one marketing communications, this new features also improves archiving capabilities streaming the law firm’s archiving processes.

  • Introducing Contact Data Normalization.
    • The new InterAction Data Normalization enhancement will allow a law firm to automatically standardize how they want their contact and client data to be stored and displayed.
    • This features allows the system to make corrections rather than a person having to do so manually. Information that is normalized includes: job title, street address, state, country, and title prefix.
    • Also, data normalization rules will be applied to incoming contact data from: InterAction IQ, Interaction Mobility, Interaction for Microsoft Outlook (IMO), and InterAction Web Client.
    • This feature not only helps to lessen the cost and time of employees having to manually enter information like this, but it also ensures that the data being input is standardized and more accurate than manual inputs typically are.

Conclusion

Toni Minick, the Director of Product Management for InterAction, stated that: “We are excited to provide these new high value enhancements to our InterAction customers […] We will continue to listen to the needs of our customers and invest in tools that will help them succeed, no matter what market dynamics they are faced with.”

More Information

For more information on the LexisNexis InterAction CRM 2017 updates/enhancements, take a look at LexisNexis’ press release on this software enhancement: http://software.lexisnexis.com/InterAction-ReleaseUpdates.

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CRM Maturity Model

Your Customer Relationship Management (CRM) strategy is not always easy to maintain much less nurture. In the beginning, there are high expectations; then there is unexpected resistance and an unsettling reality; then, you surrender to some compromises; and eventually, you may use and rely on your CRM less over time. This is disillusionment — and is something you need to work at avoiding with your CRM software from the start.

There is a lot of disruptive technology in our lives today — social media and greater mobility — customers are now more connected and informed than any other time in the world of business. This is a trend that will only increase as opposed to abating. Customer expectations are also increased and barriers to switching suppliers are actually on the decline.

What this means is that customers are evolving with business and if your CRM strategy is not keeping up, then your investments, ROIs, and CRM objectives will nearly certainly erode — just like your customer base. This is seriously bad for business. Think about this: 52 percent of Fortune 500 companies are now gone, merged, or bankrupt since 2000.

One important aspect of CRMs is to acknowledge that it is a journey — CRM software is not a one-and-done technology. Below is a CRM maturity model that was developed by Chuck Shaeffer — it should help you with your planning, implementation, customer objectives, and assist you in getting the most from your investment in your CRM software.

Level 1 — Activity-Based CRM

More often than not, CRM software deployments don’t go according to plan. Technology implementation either doesn’t support or accompany a CRM strategy or adopters believe that the software itself is a substitute for an employer-driven CRM strategy.

Analysts have found that this mistake alone contributes to anywhere from 30 percent to 50 percent of all CRM deployment failures — and objectives fail outright. Most deployments also focus mainly on customer facing activities that are performed by employees — calls made by the sales team, how cases were resolved by the service team — while these are important activities, there is no definitive business strategy here.

Activities without SMART (Specific, Measurable, Achievable, Realistic, and Time-bound) objectives tend to be something you wish to see in retrospect. In the activity-based CRM phase, marketing can view campaigns and customer service can receive reports. However, the lack of foresight with measurable objectives that are supported with specific business processes generally have means that the pipeline is padded with useless dead wood, the marketing campaigns show no direct revenue contribution, the forecast is overstated, and the service volume is a retrospect view without root cause analysis to prevent customer issues from occurring in the first place. While some companies will respond to these challenges one at a time, others will seek to understand what problems have similar problems and respond more strategically — we suggest you prepare by committing to the latter of the two.

Level 2 — Tactical CRM

The Tactical CRM phase advances CRM software from a customer data management platform to one that includes the pursuit of tactical objectives. As a customer relationship management adopter, you must recognize that a holistic customer view cannot work within departmental confines — sales, marketing and service must become more integrated. Workflow processes, customer / client data, and information analysis are designed to cross departmental boundaries and share information seamlessly in order to support customer relationships and allow them to thrive.

CRM tactics change the focus often from completing software activities to truly yielding productivity goals. Let’s take an example: a poorly designed sales processes will result in an approximate 65 percent of a sales person’s time spent on non-customer-facing activities. If your focus changes from how quickly one enters activities to how to automate those activities with repeatable sales processes, then your sales team can spend much more time selling.

The Tactical CRM also considers how CRM integrates with other business applications to support use cases, which span front-to-back office and thereby enhance business process automation, enable closed loop reporting, and reduce cycle times. There are a ton of information that both sales teams and customers need — invoices, orders, RMAs, credit availability, payments, credit memos, and so forth. When CRM software is tightly integrated with ERP applications and other third-party software, the staff of customer-facing activities are given richer data experiences and support.

Level 3 — Strategic CRM

The Strategic CRM phase is most often characterized by a cultural shift to move on from a product-centric company to a more customer-centric company. This requires a change in your customer strategy and most notably — a change in perspective. It is apparent that in order to grow mutually rewarding relationships with customers and clients, that you must include outside-in perspectives and understand how your customers define a successful relationship.

This change in thinking will have a great impact in how you interact with your customer base. In this phase, smart CRMs will be supplemented with CX (Customer Experience) strategies. In addition, your technology will continue to morph with other business applications in this phase, so that customer-facing employees, knowledge workers, and line managers will all have access to real-time data and on-demand information, business intelligence, and reports regardless of where the data resides.

In order to get to the strategic phase, businesses must perform Voice of the Customer analysis so they can understand what their customers really want from their relationships — customer strategy will also include what is most important to customers, KPIs will be linked to the company’s most important revenue objectives, and customer segments will be defined by behavioral personas.

This customer view will advance a company from a mindset of departmental to an enterprise-wide view.

Level 4 — Business Critical CRM

In the level four phase, the CRM software transcends from a mix of effective departmental programs to a central enterprise-wide strategy — CRM software becomes the primary technology enabler in the company’s quest for revenue growth and customer growth.

This phase is all about linking up CRM strategy to revenue performance realization. As an example, CRMs can automate up-sell, cross-sell, and NBO (Next Best Offer) techniques using database  profiling for product recommendations and combinations.

Marketers will develop customer segmentation / algorithms in order to identify customers based on the Pareto principle — that is, identify which 20 percent of the customers are delivering 80 percent of the profits. This type of predictive behavior is very powerful when creating marketing campaigns.

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Conclusion

When you begin to understand how customer relationships in business mature from deployment to a long-lasting relationship, you can proactively respond in a way that caters to customers — this will end up being excellent for business because your customers will be happy, and in turn, your reputation and repeat customers will grow.

The reason why so few businesses tap into this capability and why software automation is required is because customers don’t stand still — they change their preferences, they evolve, and they move from one segment to another. Understanding, and even more complicated — predicting customer behaviors, is a fluid process and is quite dynamic.

Increase your CLV (customer lifetime value), grow customer share, influence spend behavior, engage your customers, and keep your customers longer by understanding, facilitating, and predicting customer evolution.

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The Huge Benefits of Using CRM Softwares in Healthcare Settings

These days, customer relationship management software (CRMs) are in great demand among companies and industries of all types and sizes. The solutions and benefits of CRMs are clear to see in both for-profit and non-profit businesses, but we must remember other applications for CRM software — such as in medical and hospital settings.

Large enterprises as well as SMBs (small-medium businesses) and nonprofit organizations use this software to strengthen cooperation and to improve their services. This gains the trust of clients and partners alike. CRMs allow companies and organizations such as hospitals, to arrange customer data, interact with ease, keep things organized, and to simplify all business processes.

Let’s look into the considerable advantages that healthcare CRM usage has in hospital settings and how choosing a robust CRM solution can address all of the needs in such environments.

Essential Features of a Healthcare-Centered CRM

The adoption of CRM software is intended to provide a more effective implementation of customer communication, customer relationships, and marketing strategies for hospitals. In order to bring about positive outcomes, the first and foremost aspects that a CRM solution should accomplish include:

  • Gather data from an entire healthcare institution into a database
  • Analyze the created database to identify the most favorable marketing opportunities and the most convenient / efficient ways to seize these opportunities
  • Measure return on investment (ROI) from the launched campaigns

 

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The Health Care / Hospital Benefits

There are a number of written articles that feature some of the advantages of CRM usage for businesses. Some of these solutions can be very useful to healthcare institutions and in hospital and medical settings.

Patient Follow-Ups

CRM softwares assist hospitals in running all of their processes more efficiently and facilitating the following models of communication:

  • Doctor – Patient
  • Doctor – Doctor
  • Hospital – Partner
  • Hospital – Customer
    • E.g., handling the database of employed or potential physicians)

With new technology being created every month, healthcare and hospital institutions are entering an era of the most effective patient follow-ups by these institutions ever. CRM systems help to make this happen by automating the function of sending emails and texts that remind patients of planned visits, appointments, taking their medication, and providing other valuable information (e.g., exam results).

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What is so great about these benefits is that it is not as personal as a phone call may be like in times gone past, but it is way more convenient for hospitals and patients alike and is more likely to reach a patient at the best time for them. In addition, it ensures that there are less human errors (like reminding someone of a wrong date or time) and it notifies patients automatically so staff in the hospital can be doing other work.

This type of “outside care” is firmly guaranteed to patients, which means that their communication with a hospital or medical facility is better and more efficient — because it will help your health care institution run better with less errors and delays.

Outbound Communication

Besides merely sending patients information regarding future visits, exam results, or taking medication, CRM systems in healthcare environments offer better outbound communication — patients can provide information about their current conditions, monitor their appointment, ask to change something (if necessary) through a chat, and more.

Inbound Communication

CRMs for healthcare environments also grants the ability to facilitate interactions between doctors, if this is necessary. This is often very useful in settings such as the VA (Veterans Administration), where different doctors focus on different areas of their veteran patient’s health and communicate with each other.

This inbound communication works because the doctors can get access to a patient’s data (including diagnoses, medical tests, lab tests and results, and previous treatment given by other doctors), which is very important for a better efficiency and a better understanding of new problems and drawing conclusions regarding each visit.

One of the helpful aspects of inbound communication is the use of CRM chats — physicians have a chance to use this feature to share important or valuable information, offer advice, arrive at a consensus regarding symptoms, imaging results, a diagnosis, etc.

Finally, CRM enhances the relationship that exists with physicians through different programs (doctors who meet certain criteria can be involved in some tours of new facilities — things like that).

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Business to Physician Relationships (B2P)

Modern customer relationship management solutions are used by hospitals to handle long-lasting and enduring relationships with certain key physicians that are no longer a part of the team, but are willing to provide supervision.

Barring databases containing patients’ and insider doctors’ data, CRMs are able to create a separate storage space in the cloud, on-premise, or both, for key figures in the sphere for better B2P communications.

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Efficiency Measures

Yet another benefit granted by using CRMs in hospitals and healthcare institutions is ROI measurement (return on investment). Thanks to this feature, healthcare institutions can track results and evaluate outcomes of a particular marketing campaign in real time. These results are important because they are aimed at acquiring new patient and raising awareness about health living / severe diseases that may exist among the population.

CRM solutions use real-time dashboards that are critical to keeping on top of the most up-to-date information and reports to show meaningful figures on downstream patient revenues. It can compare previous and current campaigns, connect activities and revenues to individual providers and consumers, and more.

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How to Choose a Robust CRM

First, it is crucial to choose a CRM software system that is tailored to a specific hospital, medical institution, or healthcare institution’s needs. This is why healthcare organizations often turn to tech specialists who provide them with custom CRM solutions and CRM customization services.

A CRM vendor should offer a database of CRM softwares that are designed in large part for healthcare primarily. Segmentation is needed to define and influence the target audience for various campaigns and reports are needed to answer all questions.

Essentially, the choice of a vendor takes a lot of trust to accept for your organization and it’s difficult — that’s why it is best to check their references, look attentively through their initial presentations, meet potential vendors (more than one), review case studies, and only after that — take a decision.

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It is well worth the effort during this time period because finding the right CRM is something you’re going to be stuck with for some time. And it needs to work and work better than what you have now. It must meet the unique and specific needs of your institution.

Furthermore, when adopting a healthcare-specific CRM software, whether it is industry specific (like Healthgrades or Truven) or a horizontal one (like Microsoft Dynamics CRM or Salesforce), it is important to keep in mind that a CRM will affect each corner and aspect of an organization and a full endorsement from the top managers will be helpful and make the decision more confident.

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Mobile CRMs — How to Use it Successfully & Why it Sometimes Fails

When it comes to mobility in customer relationship management, it was the year 2013, only four years ago, when over 1 billion smartphones were shipped out by vendors. 2013 also saw a 57.7 percent increase in tablet sales with an incredible 227.4 million units sold in the same year.

And yet, four years later, despite all of the mobile adoption in our lives, mobile CRM remains under-utilized by businesses and sporadic at best. Of the few mobile CRM adopters, most users fail to achieve a sustained use of user adoption and a position return on investment (ROI).

Why is there a disconnect?

For one, too many users believe that mobile CRMs are simply their CRM software that is delivered on a mobile device — this is not always true. This is the type of thinking that has users failing before they even begin. You must recognize that typical CRM goals such as creating quotes, opportunity management, or displaying 360-degree customer views are not well-delivered within the form of smartphones.

Second, many mobile apps are impractical because the PC application is simply re-sized to fit a mobile device display. Other CRM apps are visually appealing but lack the smarts because they fail to take advantage of the strengths that smartphones and tablets have.

Yet another common problem is when users fail to recognize that mobility should not be applied across the CRM business process spectrum but focused on the particular mobility-driven use that delivers the most value to your business or organization.

How you can succeed using your Mobile CRM

Here are some tips on how you can start to make good use of your mobile CRM and succeed.

  • Start with use cases

For mobile CRM use to make sense, business-wise, it must be case driven. Sales people use cases are many but they vary in terms of value. A starting point for mobile CRM strategy is to identify those business processes and information requests that are most facilitated by anywhere / anytime access.

Example: beyond access to simple contact information, field sales people may benefit from having real-time access to the last conversation details, open orders, outstanding cases, product deliveries, unpaid invoices, aged receivables, available credit limit,and other information that could be requested by customers or needed by the salesperson in order to continue sales pursuits.

The salesperson will want to appear informed and the customer will want to feel that attention is paid to their case. In sales, the last thing you want are unanticipated questions and absent information that can lose customers, cause delays, and interfere with sales objectives.

  • Consider ERP integration

Much of what customer information salespersons seek while in the field are orders, invoices, credit memos, RMAs, payments, product availability, credit availability, shipping timeframes, and much more — all of this is housed in back-office accounting or ERP software.

CRM systems which include integration with ERP applications will deliver a richer data experience and support a ton more business processes for mobile CRM users.

  • Use the mobile devices unique capabilities

Pushing CRM software to mobile devices does not produce any synergy. It is important to find ways to leverage CRM data with capabilities that are only available with mobile — marrying CRM call plans and mobile geo-location, using touch screens to update a task or activity, or reviewing contact updates from social networks before heading to a contact’s office.

To link CRM use cases to mobile capabilities like quick information access, geo-positioning, touch screen navigation, and anytime / anywhere connectivity to CRM — legacy and online systems are certain to create additional efficiencies that users will definitely appreciate.

  • Focus on the user experience

Mobility and PC operation are intended to be different — not simply the same thing on different sized screens. IF you push a desktop app to a mobile device, it won’t achieve a positive user experience.

In order to make smaller form factors and more limited data entry capabilities work for mobile CRM users, the mobile apps need to make data contextual — make the information entry as automatic as possible (much like being able to add contacts to your smartphone).

Being able to minimize keystrokes and streamlining workflow can do wonders. Despite being seldom used for data entry (mainly because the CRM software manufacturers are not supporting it in large part), audio is also proven to use the least amount of effort and the more efficient mobile data entry method. CRM publishers need to take note.

Also, sorting and filtering customer records by user is critical to be able to accomplish. Smartphones are not naturally well-suited to scrolling, so they do not display all CRM records typically. Instead, mobile CRMs limit records to those assigned to the user and perhaps only those who are active — this can aid in finding contacts quickly and efficiently.

In addition, to further decrease navigation and search time, sorting data by utilization can avoid making mobile CRM users sift through huge records to find what they’re seeking — most users won’t go through the hassle, so making sure the CRM mobile functionality is useful is the first step in utilizing mobile CRMs.

The data

Mobile CRM is thankfully on the rise — but, in the same breath, mobile success is just not keeping pace with usage. This is because mobile CRM users are not using it to the best of their abilities or the CRM software creators have not made the mobile CRM very functional for users to achieve success with.

CSO Insights show that 42 percent of sales staff actually use mobile devices — however, 4 of the 5 are only using basic productivity applications such as: email — and only 1 in 5 companies have actually tried to apply mobility to their business processes.

When it comes to mobile CRM adoption, the bottom line is this: staff will only use mobility if it saves them time, effort, aids in their objectives, and/or increases their productivity. Users will only use a mobile system if it reduces the amount of time they need to find information or enter it.

The upside of mobile CRM usage is clear to those of you who are forward-thinking business leaders — salespersons achieve a 14.6 percent productivity increase when they use mobile CRM applications.

Nearly a third of respondents in a study by Nucleus Research stated a productivity increase of more than 20 percent — only 2 percent said they saw no productivity benefit. Including a combined mobile and social CRM deployment, the amount of sales employees who saw productivity increase soared to 26.4 percent.

The point is — both businesses and CRM users must answer the call for better, more efficient, and smarter usage of mobile CRM technology.

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Introduction to CRMs – And Why Your Business Needs One

If you’re anything like us and many businesspersons, you have likely had to dig through your email inbox a time or ten to search for information for a particular, useful contact. Whether you have yet to invest in a customer relationship management (CRM) software or have an outdated or useless platform now, you need to consider getting a new CRM for your business.

In the end, you will save time, your team will save time, the CRM can do a lot of the automated work for you, and can make end-to-end decisions simpler from day to day.

CRM platforms (in which you can read dozens and dozens of reviews of the world’s best here) allow businesses small, medium, and large to interact with people, partners, vendors, potential clients, existing clients, and more. This software allows you to maintain an organized record of everyone you come into contact with as well as a great relationship for long-term branding, marketing, and reputation.

This allows you to take advantage of the benefits nearly immediately — from the now to long-term business projections. Keeping in touch with partners, vendors, clients, customers, and potential customers is a huge part of establishing a good business and personal relationship that will help to establish your business as professional and trustworthy (not to mention efficient).

Many CRM softwares these days are cloud-based, which means you can get started immediately and you won’t have to worry about having a software installed on-premise (or the huge costs associated with that). Cloud-based solutions are great because they are cheaper, they don’t cost anything to maintain on your part, updates are automatically implemented, you can take your CRM mobile (and even off-line in many cases) on your smartphone or tablet devices, and much more.

In fact, not only is flexibility and functionality a huge plus with modern, cloud-based (web-based) CRMs, but you can access it from anywhere, in any browser with an internet connection. Your data is always backed up automatically so you don’t have to worry about data or information loss. You can allow your team to become users and you can keep track of their work as well, in one central platform. Also, many CRMs these days offer more than customer service options — many include marketing platforms (email marketing, social media), branding, analysis, and other additional packages.

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Public Affairs

Now that you know a little more about CRMs and how they can benefit any business — we at crmsoftware.org realized that there weren’t any CRM platforms built specifically for the needs of public affairs professionals — until now!

Before explaining who the new CRM on the block is, it is important to note that there are an incredible number of CRM platforms out there for general use, broad usage, sales, finances, legal / litigation, real estate, marketing, technology, SMBs (small-medium businesses), and many other specific industries and general use.

There wasn’t, however, a CRM that fulfilled the needs of an important industry that has a crucial need to keep track of a massive amount of people: Public Affairs.

Quorum Analytics

The intelligent folks at Quorum Analytics have decided to fill the gap in this area of customer relationship management software and they have used their DC-based startup which is well-known for legislative tracking software, to create a new product called “Quorum Stakeholder Engagement.”

Also called Stakeholder Engagement for short, this CRM was created by Quorum Analytics to service the Public Affairs industry. It takes the information that is traditionally scattered in old email threads and in spreadsheets and puts it into a central location, says Alex Wirth, co-founder of the company. “We’ve built a platform that facilitates efficient workflow and maintains your team’s institutional knowledge.”

Having a dedicated CRM for the public affairs industry is huge — this type of organization can really change the efficiency of a company and through the ‘trickle-down’ effect, can end up making workflow easier and make communication more consistent and easier to accomplish with individuals that a public affairs team is in contact with.

The CRM platform isn’t just for organization, however — this CRM features additional tools such as “Quorum Outbox,” which gives the user(s) the ability to send personalized emails to stakeholder via HTML templates. The goal of this CRM and communications tools is to help public affairs teams organize their information and stakeholder contact information — in addition, with the additional tools given in this platform, they can interact and strategize around that information, which can make all the difference in the world when approaching a contact.

The Quorum Analytics Team

Public Affairs Industry Needed a Dedicated CRM

The industry of public affairs is not one that can use a general CRM — it really did need its own industry-specific software and up until Quorum Analytics, there was no company creating the right software.

Wirth expanded upon this, saying that “most of the public affairs professionals in our target market are not currently using a CRM. The most common thing I’ve seen is people using an excel spreadsheet where they list their stakeholders and then keep track of them from there.”

This means that since no CRM was doing the job that public affairs professionals needed, that they just went without a CRM platform completely and relied on spreadsheets and manual searching to get their work done.

Not only is using a CRM for public affairs an upgrade, but since this CRM was created specifically for the industry, you will find that its functions, features, and tools will always be useful and intended to take on the challenges and exact needs of the industry.

The Quorum Stakeholder Engagement CRM platform integrates with Quorum’s existing software products as well, which means that “public affairs teams can keep all of their stakeholder engagement efforts with elected and not elected stakeholders in the same place,” Wirth stated.

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Conclusion

This CRM can benefit those in the public affairs industry who don’t currently have a CRM or are looking to get one that was created for this specific use. While many PA companies have had to use spreadsheets or have tried to adapt a sales or marketing CRM for their use — these are not solutions that work and can have an even worse impact on your company than doing things manually.

Now that Quorum Analytics paid attention to client needs, this CRM is available for the industry — you get rid of your ill-matched CRM or your Excel spreadsheets — this Public Affairs CRM is ready to make your job easier, more enjoyable, and way more organized.

Quorum: https://www.quorum.us/


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Take Your CRM to the Next Level: Integration, Personalization, and Customization are the Keys to Success

Most businesses believe that they are using the most of their customer relationship management system (CRM), and many admit that they know they are not but continue to use limited features and pay the subscription fee anyways. Save yourself money — and more importantly, use your CRM so that it works for the benefit of your business, like it’s supposed to — and take it to the next level.

There are so many things you can do to improve the use of your CRM. Consider for a moment that making a few changes in how much effort you put into using your CRM software correctly can pay off on a real and tangible level — why wouldn’t you use your CRM that you’re already paying for, more effectively, to add monetary value to your business?

Whatever your reasons are, there are a few tips below that can help you get the most out of your CRM and get a better ROI (return on investment).

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Out-of-the-box isn’t enough: Personalize your CRM

Personalize Communication

While this first tip seems like a complete no-brainer, most companies still do not personalize their communication within their CRM software — they either download or sign in — and let the CRM do the rest. Take that extra step and personalize your communication in order to build customer confidence in your business/services and products.

Personalizing makes a huge difference in read and response rates — products are commoditized, so you need to differentiate your business from others — and the way to do this is by personalizing your communications with your potential and existing customers.

Knowing what channels a customer prefers to communicate through and leveraging the customer’s past history of service issues and purchases can make all the difference. Try sending customers proactive personalized emails on complementary products to the ones they may have already purchased. If you know a customer dislikes social media but prefers email (or vice versa), you can contact customers according to their preferences and increase your odds of additional sales.

You can also use things such as alert, which few companies take advantage of. However, in order to send alerts (such as sending a customer an alert email on a product they would purchase only when it is on sale), you need to do something first — have a unified customer record.

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Unify Your Customer Record

Very few companies make sure they have a unified customer record — however, it is crucial to achieving personalization, customer satisfaction, and relevant messaging to potential and existing customers. Your CRM software should record every interaction with customers through any and all channels.

If your business systems are integrated, this is not difficult — but most of the time, businesses use one tool for email-based customer service agents and another for call center agents (and sometime a third for the marketing group) — this is too compartmentalized and your business only suffers when it is compartmentalized.

Integration between departments is a must-have. If your departments and groups are not sharing information or communicating, either due to internal waring or lack of system integration, then you are missing out on revenue. It’s as simple as that.

With system integration comes a more complete view of customers — a unified record that all employees and departments can pull from when needed. This is important in additional ways that may not be initially obvious. For example, if a customer had service issues on a transaction in the last month, you will know it would be best to avoid targeting them with a sales email or call — you can also send them complimentary offers through their preferred channels based on past purchases.

Remember, CRM is not just an acronym — it’s customer relationship management — the key to business.

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Upgrade your CRM Technology

If you are sitting on a years-old CRM that was installed five or even ten years ago — it’s time to upgrade. Most CRMs haven’t been touched since they were installed and that’s a shame because the technology has improved significantly in the past few years. Not only do you no longer need on-premise installation but you can run the best CRM systems from the cloud.

With technology offering huge advantages such as social media integration, plug-in/add-ons, advanced analysis, marketing bundles, personalized customer services, and more, today’s CRMs are better than ever and more versatile to boot.

Common software upgrades include new mobility options, social media capabilities, proactive notifications, alerts, and other functions that will allow your business to better understand your customers and their shopping behaviors.

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Integrate with Social Media

Social media is one of the most important additions to newer CRMs. These tools will let you participate in a range of social media platforms while keeping track of response analysis, receiving full monitoring, and tracking one’s marketing tools.

Once you add social media to CRM software, it gives you a great opportunity to communicate directly with customers and have them come directly to you based on their interests. The key to making social media work for your business in a CRM context is to spend more time listening — not messaging. If you listen to the trends, see what people are posting and sharing and liking, and reading your analysis right, you can then respond most effectively in a way that will bring monetary value to your company (as well as establish a positive reputation).

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Add a Full/Advanced Analytics Tool

Upgrade or choose a CRM system that offers a full-fledged/advanced analytics tool. To truly get the most of your CRM, you have to know that you are hitting all of the cylinders with your customers. This means tactical measures such as marketing, sales figures, ROI, profitability, social media integration, and more. However, newer areas such as social media are more difficult to measure and analyze than sales figures and email tracking.

The best way to analyze is to employ a CRM with business intelligence tools — companies such as SAS, Oracle, and SAP are offering on-demand and on-premise tools such as this. To better understand your data and turn it into actionable information, advanced analytics tools made to analyze different areas of your business are crucial. Compare CRM softwares and cut out the ones without the analytics tools that you need.

With your new full-fledged analytics, you can then fine-tune your approach to specific campaigns, existing customers, and potential customers. This will increase your ROI on your CRM system and increase the revenue of your business. Just take the time to make a few changes when it comes to personalization, upgrading, and investing in your CRM.

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ProsperWorks CRM: Review

What is ProsperWorks?

ProsperWorks is a customer relationship management (CRM) software that is cloud-based, reasonably priced, and offers solutions to a variety of industries. With everything from email integration, customer data features, opportunity management, and intelligent interaction features, this CRM software is useful for a ton of industry solutions.

In addition, if your business uses Google, ProsperWorks CRM is highly recommended by Google for G Suite integration.

Intended Users

ProsperWorks CRM is great for use with both small and medium businesses (SMBs) as well as large enterprises. This cloud-based CRM can be used on a variety of platforms that make this software ideal for just about any business, regardless of computer systems used or size of business.

Industries that can benefit from this software include real estate, advertising, distributions, sales, and more.

Customers

  • Google
  • Peugeot
  • Fancy
  • USV
  • AppLift
  • Pivotal
  • Udacity
  • Target
  • Palantir.net
  • eShares
  • Il Fiorello

Platforms

  • Windows
  • Mac OS
  • Web Browser (OS agnostic)
  • Mobile Suite

Features

There is a range of features that ProsperWorks CRM offers to give their users an all-in-one cloud-based experience that offers everything from reporting, customer relationship management, Google Suite integrations, and mobility.

  • G-Suite Integration
  • No Manual Data Entry
  • No Lost Emails
  • Email Tracking
  • Automated Tasks
  • Team Activity Tracking
  • Multiple Pipelines
  • Gmail Chrome Extension
  • Google Sheets Add-on
  • Pipeline Reports
  • Lead and Sales Dashboards
  • Forecast Management
  • Activity Tracking
  • Leaderboard
  • Goal Setting
  • Today Dashboard
  • Sales Dashboard
  • Leads Dashboard
  • Enterprise-Grade Security
  • Mobile Suite
  • Integrations

Free Trial

You can try ProsperWorks CRM for a free 14-day trial at: https://app.prosperworks.com/users/sign_up.

All you need is your name and email address to get started.

Plans & Pricing

There are four ProsperWorks plans to choose from: Basic, Professional, Business, and Enterprise.

Basic Plan

Price: $19 / month

  • Users: Up to 5
  • Google Integration (Google Apps, Gmail, Calendar, Hangouts, Drive, and Sheets)
  • Mobile App (Android and iOS mobile devices and tablets)
  • Google Chrome Extension (Close deals from inside Gmail inbox)
  • Basic Integrations (Integrate with over 150 software platforms across HR, Marketing, Accounting, and more with Zapier)
  • Basic Reporting (Sales Tracking)
  • Online Support (Knowledge Base Articles and Email)
  • Sales Forecasting (Based on deals in Pipeline)
  • Records: 30,000 maximum (e.g., Lead, Opportunity, Contact, Company, Project)
  • Custom Fields: 5 (Leads, People, Tasks, Projects, Companies, etc…)
  • Storage Space: 2 GB
  • Self-Service Support

Professional Plan

Price: $49 / month

This plan includes everything that the Basic Plan does, PLUS:

  • Users: Unlimited
  • Records: 100,000
  • Custom Fields: 25
  • Storage Space: 200 GB
  • Email Open Tracking
  • MailChimp Integration
  • Task Automation (assign follow-up tasks)
  • Activity Reporting (track user activity by number of emails sent, phone calls made, or custom activity type)
  • Permissions and Visibility
  • API

Business Plan

Price: $119 / month

The Business Plan includes everything from the Professional Plan, PLUS:

  • Users: Unlimited
  • Records: 500,000
  • Custom Fields: 100
  • Storage Space: 500 GB
  • Goals (set and track objectives)
  • Leaderboard (team motivation)
  • Lead and Activity Insights (see which activities and lead sources are driving the most pipeline to maximize sales team output)
  • RingCentral Integration (integrate RingCentral phone system so you can make and receive calls and automatically log notes)
  • Premier Success Package

Enterprise Plan

The Enterprise-grade plan offers customized integration and everything your large business or corporation needs for a top-notch CRM. You must contact ProsperWorks CRM for more information on how they can help you create the perfect plan for you.

Contact: https://www.prosperworks.com/contact

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Intended Users

Infusionsoft is intended for use by SMBs as well as larger businesses, depending on the plan you choose. The CRM software is the perfect size for small businesses in particular, where maintaining customer relationships and using automated marketing (included in this software) will make a potential difference in sales growth.

Platform

  • Online, SaaS, Web
  • Mobile

Infusionsoft Mobile

Infusionsoft has the added benefit of mobility from a variety of devices. You can manage contacts, automate marketing, from anywhere at any time. The features of this platform are geared towards small businesses on the go.

  • Upload, Edit, and Access Contact Information
  • Communicate with Customers
  • Add Tags to Trigger Automated Follow-Up and Campaigns
  • Create, View, and Complete Tasks

 

Features

While the Infusionsoft plans all include the CRM software — they also each focus on another software aspect such as sales, marketing, etc…

Focusing on the CRM features, Infusionsoft does a good job for Small Businesses. The customer relationship management included in this software is intended to keep your business organized as well as staying on top of customer communications.

Contact Management

Arguably the most important feature of a CRM software is contact management. This feature allows you to collect informational data regarding your leads and to organize your contacts so you can save yourself hours of work. You can manage their detailed individual records, upload, and store information on your laptop, desktop, tablet, or smartphone.

  • Contact Information
  • Task and Appointment History
  • Orders and Account Balance
  • Lead Score and Lead Source
  • Website Activity History
  • Interactions with your Brand

Data Management

For small businesses just starting out as well as larger businesses swimming in a sea of contacts and leads, Infusionsoft’s CRM claims to make it easier to speed up data management by simplifying the process and allowing for mobile, on-the-go features.

Some of the benefits of this feature includes:

  • Updating, Editing, Exporting, or Triggering Automation in Batches
  • Add Contacts on-the-go from your Mobile Device
  • Get Help Importing Data into the Platform
  • Automatically Check for Duplicate Records

Segmentation

This feature is important in a CRM and is the difference between sending the right message to the right people, or botching up your marketing intake data. With segmentation, if done correctly, you can use it to forge a stronger connection with new, potential, and existing customers with lists based on criteria such as:

  • Lead Score
  • Demographics
  • Email Clicks
  • Payment History
  • Purchases

Lead Scoring

Lead scoring is incredibly important in any business. With this CRM feature, you can spend time following up with potential and hot leads who are on the edge of becoming customers (and less time following up with those who will never buy). You can assign scores to each contact based on:

  • Demographics
  • Interactions
  • Behaviors

Task Management and Calendar Management

This feature of Infusionsoft offers users with the tools they need to simplify the chaotic nature of business management. This tool helps to prioritize, organize, and work through sales activities — all in a single location.

With it, you can:

  • Set Reminders for Tasks
  • Manage your Appointments
  • Link Tasks to Individual Contacts
  • Automatically Generate Tasks based on Contact Behavior
  • Streamline your Workday

Plans & Pricing

There are five different plans you can choose from by Infusionsoft. Each plan includes the CRM software — otherwise each plan includes different features and is intended for a different amount of customer support capacities and functions.

There are two steps to take when choosing a software plan with Infusionsoft. First, you choose a plan out of the five below. Then, you choose your “Kickstart” package (there are three options), which will help you to get started. A Kickstart package is required. The Kickstart package is a one time fee.

All plans can be subscribed to via an annual contract agreement with a monthly billing plan.

Essentials Plan

Price: $199 / month

Users: 3

Contacts: 2,500

Emails / Month: 12,500

  • CRM
  • Marketing Automation

Deluxe (Sales Automation) Plan

Price: $299 / month

Users: 4

Contacts: 5,000

Emails / Month: 25,000

  • CRM
  • Marketing Automation
  • Sales Automation

Deluxe (E-commerce) Plan

Price: $299 / month

Users: 4

Contacts: 5,000

Emails / Month: 25,000

  • CRM
  • Marketing Automation
  • E-commerce

Complete Plan

$379 / month

Users: 5

Contacts: 10,000

Emails / Month: 50,000

  • CRM
  • Marketing Automation
  • Sales Automation
  • E-commerce

Team Plan

Price: $599 / month

Users: 100

Contacts: 20,000

Emails / Month: 100,000

  • CRM
  • Marketing Automation
  • Sales Automation
  • E-commerce

Choose your Kickstart Package

Step 2 requires that after choosing one of the plans above, that you choose one of the three Kickstart packages below. Whether you need some help getting started or already have big ideas in mind, this package will help you get going. As a new customer, it is required to choose a Kickstart.

Note that the Kickstart package is a one time fee, and not a part of your annual or monthly billing.

Kickstart Lite

Price: $999 (one time fee)

This package is best for small or medium businesses that are looking for only the basic range of guidance from an Infusionsoft expert as they get started with their software. If you are good with technology, the Lite package is ideal because it saves you money but still makes the one time fee worth your while by offering you:

  • Free one-on-one work with your personal coach to identify the most effective strategy for your business
  • Launching a campaign to your list within the first two weeks, then you can take it from there.

Kickstart

Price: $1,999 (one time fee)

This Kickstart package is for businesses who require a bit more in-depth guidance by an expert in order to feel comfortable and get the most out of their Infusionsoft software. If you need extra help getting yourself started, this package is ideal.

  • Work one-on-one with your coach and identify an in-depth strategy for your business
  • Launch 3 campaigns to your list, then you can take it from there

Kickstart Pro

Price: $2,999 (one time fee)

The Pro package is an excellent investment for businesses who have an effective strategy in place. This plan is for those seeking an accelerated alternative to doing everything yourself — Infusionsoft’s in-house experts will set up the software for you so you can focus on your business and other priorities. This is truly an all-in-one package.

  • Customize the project scope in order to meet your unique business needs
  • Fully offload your implementation of a project to the experts

Free Demo

You can request a free demo at the following link: https://www.infusionsoft.com/demo

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Hatchbuck (CRM and Automated Marketing): Review

Intended Users

Hatchbuck is intended for use by small and mid-size businesses in just about any industry who needs better ways of managing their vendor and customer contacts, improving their follow ups with customers, and marketing their business to gain more customers.

Nearly any industry can use Hatchbuck to aid in their business, including:

  • Advertising Teams
  • Consulting Firms
  • Hospitality
  • Real Estate
  • Sales

…and more!

About Hatchbuck

Founded in 2012, Hatchbuck is both a customer relationship management software (CRM) as well as a marketing automation software that focuses on ways to allow businesses to keep track of their customers, contacts, follow up and respond to questions, and find new customers.

This sales, marketing, and CRM software is great for driving sales, keeping the channels of communication open to customers, and nurturing prospects. Highly rated among users, Hatchbuck is certainly a CRM and marketing software to look at for your business.

Deployment

  • Cloud, SaaS, Web

Hatchbuck runs on both PCs (Windows) and Mac computers and is mobile friendly. You can access your software with any device with an internet connection, including tablets, smartphones, iPads, and so forth.

  • Mac OS
  • Web Browser (OS Agnostic)
  • Windows 8
  • Mobile Browser

 

Features

This all-in-one software is a CRM/Marketing/Sales platform that combines everything you need to market your business, turn conversations into customers, retain your customers, and manage your contacts and relationship with your customers. From email marketing, CRM features, automated marketing, sales features, and social media, Hatchbuck also provides marketing agencies in particular with an alternative solution for small business clients.

The user dashboard will offer a real time insight of your business at a glance, which will allow you to make the right moves to increase business, sales, marketing, and customer support.

 

  • Campaign Segmentation
  • Analytics / ROI Tracking
  • Contact Management
  • Email Drip Campaigns
  • Lead Management
  • Landing Pages / Web Forms
  • Lead Nurturing
  • Lead Scoring
  • Website Visitor Tracking
  • Contact Import (importing from Outlook, Excel, LinkedIn, social media, company website, etc…)

In the marketing automation module, you have a library with 450 email templates that can be used as-is or assembled using the template builder. You can set up automatic emails for specific groups of contacts as well as track the progress of campaigns.

Each contact has a full activity history that is used to track communication and make sure that your team is on the same page and up to date with everything that needs to be done. You can even add tags to contacts for additional organization.

Your contacts can also be imported from: Excel, Outlook, LinkedIn, etc… while new leads can be captured from company websites, a blog, or social media websites with a very straightforward and easy to use Drag and Drop form builder.

 

CRM & Sales Features

With this CRM, you can remain organized with this Small to Mid-Size business software. Your business becomes more complicated as it grows and there comes a point where using Excel sheets, email folders, and a simple filing system no longer will do it.

This is where Hatchbuck comes in and offers a great alternative to expensive softwares and software that is bloated with useless features. Add any contact on the fly and check out activity going on in real time. There are also hot lead alerts when a prospect is ready to buy!

With organization like this, maintaining your business becomes simpler — it does not weigh you down with more information and issues.

Email Marketing

This feature will turn emails into conversations with customers and with Hatchbuck’s email marketing tools you can integrate this CRM with the data so that you can get a complete story about your contacts and customers. You can grow your email list, get new customers, build amazing email templates, and more, all to get your business growing and customer base booming.

Marketing Automation

With the automated marketing features of this CRM software, this automation will pick up the slack in your business. You can create campaigns that will nurture leads and turn them into customers or clients. You can email them with relevant and valuable emails until they see what the hype is about.

Intelligent actions and notifications are also used to keep the team on track and to make sure that no potential opportunities are missed.

Training and Support

  • Documentation
  • Webinars
  • Live Online Training
  • Support During Business Hours

 

Plans & Pricing

Starting from $59.00 a month, you can choose from a variety of plans to suit the size of your business and needs. However, the great part of Hatchbuck is that each feature is included in every plan. You can also save when you sign up for annual billing as opposed to monthly payments. You also have a third option of semi-annual payments, which is unusual, where you can save 10%.

 

Solo Plan

Price: $59 (billed monthly) or $53 (billed semi-annually)

The perfect plan for freelancers, the Solo plan is exactly like it sounds. For one user, you can have all of the great features of Hatchbuck for a lower price.

  • Users: 1
  • Contacts: 750
  • Email (Sending): Unlimited
  • Quick Start Package Included

 

Small Biz Plan

Price: $99 (billed monthly) or $89 (billed semi-annually)

A step up from Solo is the Small Biz plan. With two users, you can double your contact capacity.

  • Users: 2
  • Contacts: 1,500
  • Email (Sending): Unlimited
  • Quick Start Package Included

 

Team Plan

Price: $199 (billed monthly) or $179 (billed semi-annually)

The plan that is great for a team environment, the Team plan includes:

  • Users: 5
  • Contacts: 5,000
  • Email (Sending): Unlimited
  • Quick Start Package Included

 

Professional Plan

Price: $299 (billed monthly) or $269 (billed semi-annually)

Great for larger team environments, the Professional plan offers:

  • Unlimited Users
  • Contacts: 15,000
  • Emails (Sending): Unlimited
  • Quick Start Package

If you need a plan that can support a much larger contact list, from 50,000 to 500,000, Hatchbuck can help you at the bottom of the following link: http://www.hatchbuck.com/pricing/.

If you are a marketing agency you can contact Hatchbuck about their Agency Partner Program: http://www.hatchbuck.com/partners/.

Free Demo

Hatchbuck does offer a request form for a free demo.

Demo Link: http://www.hatchbuck.com/live-demo/

Free Resources

Hatchbuck also offers a range of free resources in order for marketing and sales teams to make the most of this software. This includes templates, videos, a blog, one-on-one training, and more.

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Freshdesk: Review

Founded in 2010, Freshdesk has succeeded in becoming one of the most well-known cloud-based CRM softwares on the market. With a range of powerful customer-driven features, this easy to use CRM allows companies to offer a seamless, multi-channel support system across the phone, the internet, forums, social media, email, mobile apps, and more.

Intended Users

Freshdesk can be used for all company sizes, Small to Large. This CRM has the capability and robust features to keep up with any size organization.

With over 80,000 current customers globally, any type of company can benefit from Freshdesk. For example: SolarCity, 3M, Hugo Boss, Cisco, University of Pennsylvania, etc…

Based on the affordability and features, this CRM is suitable for the hospitality industry, retail environments (brick and mortar as well as online), IT, insurance, utilities, and other companies.

Deployment

  • Cloud, SaaS, Web
  • Mobile

One of the best parts about Freshdesk’s CRM is that it is entirely web-based, and data is stored in the Cloud. This makes capacity nearly endless, the speed extremely quick, and allows flexibility in accessing this CRM.

The supported OS’s (operating systems) include:

Windows, Mac OS, Linux, HP-UX, Solaris, Unix, IBM OS/400, Web Browser (OS agnostic)

Features

By offering a genuine multi-channel customer support system, this CRM can bring every customer conversation and put it into a centralized interface that is easy to read, easy to use, and organize. Your customer support staff can address issues and resolve trouble tickets with ease.

Customers contact through a variety of ways, from phone calls, email, contact forms, internet chat, social media, and applications, so Freshdesk makes sure that they are capable of helping address customer concerns in all of the ways customers contact you.

Freshdesk can help you:

  • Manage Multiple Groups, Escalation Procedures, Workflows
  • Multiple Products
  • Multiple Brands
  • Automate Multiple Processes
  • Automate Route Tickets to Appropriate Support Agents
  • Multi-Language and Multi-Timezone Capabilities

Customer Communication

Integrations

With Freshdesk, you can also integrate with other leading CRM softwares including:

  • Freshdesk
  • Pipedrive
  • Insightly
  • Nimble
  • Pipeline Deals
  • Salesforce
  • Solve
  • Zoho CRM
  • Batchbook Social CRM
  • Capsule
  • Collabspot
  • Highrise

Social Media App Integrations

With the ability to integrate into other CRM softwares and over 60 tools, Freshdesk CRM is able to pull up customer records and see customer history in an instant.

Security

Freshdesk CRM’s data center is EU safe harbor compliant and all plans include SSL Encryption to keep customer and company data safe. Servers are hosted in a world class data center with 24 hour security and surveillance. Freshdesk software is also continuously up to date with the latest security patches.

Plans and Pricing

Full pricing details here: https://freshdesk.com/pricing

There are 5 Freshdesk plan available: Sprout (free version), Blossom, Garden, Estate, and Forest.

Sprout Plan

The Free Version of this Freshdesk CRM is Sprout.

  • Price: FREE
  • Agents: 3
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets

Multi-Channel Support

  • Standard Phone Channel

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA Management

  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, and description
  • Suggested solutions

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Export reports

Customization

  • Custom apps
  • Public customer portal customization

Security

  • Single sign on
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Over 50+ Applications

Reporting

Blossom

  • Price & Users: $16 / Agent / Month
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys

Multi-Channel Support

  • Standard Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA

  • Business rules management though SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge-Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, description
  • Suggested solutions
  • Community Forums

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customisable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Helpdesk in-desk report
  • Export reports
  • Save reports

Customizations

  • Custom apps
  • Public customer portal customization
  • Custom domain mapping

Security

  • Single Sign On
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Satisfaction surveys
  • Time tracking and invoicing tools
  • 50+ applications

Garden

  • Price and Users: $25 / Agent / Month

You receive everything from the Blossom plan, plus:

  • Freshdesk’s Integrated Live Chat

SLA Management

  • Multiple SLA policy
  • Multiple business hours
  • Product, group, and company level SLAs

Global Support

  • Multilingual Knowledge Base
  • Dynamic Email Notifications
  • Multiple Time-Zones

Multi-Product

  • Product level knowledge-base and community forums

Reporting

  • Ticket drill down in reports
  • Save reports
  • Schedule reports

Customizations

  • Full CSS customization
  • Custom domain mapping

Automated Tasks

Estate

  • Price and Users: $40 / Agent / Month

You receive everything in the Garden plan, plus:

  • Agent collision detection
  • Facebook in-sync app
  • Automatic ticket assignment within group (Round robin)
  • Dynamic ticket forms

Reporting

  • Performance distribution
  • Ticket volume trend
  • Top customer analysis

Customizations

  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery

Security

  • Custom SSL certificates (default free)
  • Helpdesk Restriction

Forest

  • Price and Users: $70 / Agent / Month

You receive everything in the Estate plan, plus:

  • Advanced Phone Channel
  • IP Whitelisting
  • Custom Email Servers

 

Free Trial

You can get started with Freshdesk for free for 30 days at: https://freshdesk.com/signup.

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