Advantages and disadvantages of introducing a cloud-based CRM. What are the pros and cons of using a cloud-based CRM? I will explain each in detail.
Advantages of implementing a cloud-based CRM
The main advantages of cloud-based CRM are:
- The cloud type, which can keep costs low, does not require a huge upfront cost like the on-premises type, and many vendors adopt a pay-as-you-go system. Since you only need to pay for the amount you use , you can keep off-season costs down and avoid wasting operating costs.
- If you build your own service from scratch on-premises without having to build your own server, you will have to perform the subsequent maintenance yourself, you will have to perform the subsequent maintenance yourself, which is time-consuming and costly. On the other hand, with the cloud, most of the system administration, such as backups, troubleshooting, system upgrades and security updates, can be entrusted to the provider.
- In the case of on-premise systems, which can be used anywhere and on any device, the system can only be used within the cloud, the system can only be used within the company, but with the cloud, it can be used outside the office, such as at home, as long as the Internet is connected. This makes it easy to switch from work to telecommuting, and if you use it on a smartphone or tablet, you can easily access information when you visit other companies.
Disadvantages of introducing cloud-based CRM
Cloud-based CRM also has disadvantages that the on-premises type does not. The two main points are:
- Cloud-based CRM, which is difficult to customize, is inferior to internally created systems in terms of customization, provided that vendors create systems and provide similar services to other companies. Depending on the service, there may be issues such as not being able to extend newly requested functions or not being able to link to the system used by the company.
- Security concerns Cloud services can be accessed from any location. Cloud services can be accessed from anywhere, but there are risks, such as data leaks, if security measures are not comprehensive. Since CRM handles personal customer information, it is important to establish management guidelines, disseminate them within the company, and educate employees on how to prevent leaks.
Take all possible measures in advance, such as installing the latest security software and preparing a response manual in case of theft or loss.
Selection points for cloud-based CRM
Currently, there are many vendors that deal with cloud-based CRM. In order not to fail when installing, you should pay attention to the following points.
- Is it suitable for your company’s purpose and issues?
Even if it is a cloud-based CRM, the service has different characteristics depending on the company. Even if you choose a product just because it has a lot of features, it doesn’t make sense if it is full of features you don’t use in your company.
If you want to perform detailed analysis or improve the customer’s automatic resolution rate, first clarify the purpose and problem, and select the one that has the functions to solve it .
- Is it possible to link with the system your company uses?
Depending on the service, there may be differences in the systems that can be linked. For systems that cannot be linked, it is necessary to import the data separately, so first check the other services and systems your company uses and see if they can be linked.
- Is it easy to use?
CRM is a tool that is used every day in business, and ease of use affects business efficiency. And even if it does, if your employees only use traditional services, your operating costs will be wasted. As mentioned above, cloud-based CRM has a low upfront cost and some services allow free trials, so you can use it and verify its operability.
- Is there enough support?
If there is enough support during and after installation, you can use the service with peace of mind. Support content varies by provider, so be sure to check in advance.
Recently, with channel diversification, call centers need to provide more advanced support. Inconsistent agent skills in response reduce the quality of service.
CRM solution provided by BELLSYSTEM
To solve these problems, CRM solutions use Salesforce Service Cloud and model a service that integrates and manages all channels as “A-CRM (Advanced CRM).”
Specifically, it has a CTI link that displays customer information when they receive a call, a chat, a simple bot, and a report script function that can display accumulated data. In addition, in parallel with the introduction of the CRM system, it is possible to link to external FAQs and maintain internal knowledge.
These functions will enable call centers to provide better service and streamline operations at the same time. In fact, the “CRM solution” is a next-generation solution that contributes to the sophistication of call centers.
Cloud-based CRM not only enables centralized management of customer information, but also allows detailed data analysis and email delivery, making it an effective tool for improving operational efficiency.
In recent years, due to the diversification of customer service channels, call center response has become more complicated. To ensure that the quality of service does not vary according to the skills of the person in charge, it can be said that sharing knowledge and information through CRM is an urgent issue.
BELLSYSTEM’s “CRM Solution” is a cloud-based CRM with extensive functions, such as internal knowledge sharing, cooperation with external systems, chat and simple bots. Consider introducing it to respond to the sophistication of call centers that will be required in the future.