Our CRM System

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ESM Building Solutions

Customer relationship management

Our comprehensive CRM system makes for a fluid line of communication with out clients
[/vc_column][/vc_row][vc_row][vc_column width=”1/2″][vc_column_text]Customer satisfaction is the cornerstone of any successful business. Not simply from a financial standpoint, though revenue is of course important; but in the opportunities and innovations we as a company can develop in conjunction with our customers as part of our service offering. We would not be where we are today without our valued clients, and we are continually working streamline and improve our service in order to maintain our high level of customer satisfaction.

Our Customer Relationship Management System (CRM) is a web-based application we offer to our clients as part of our service package. Our CRM system is just another way to give our clients access to our services 24 hours a day, 7 days a week.

Just some of the benefits we derive from our CRM system;

  • Improved data analysis and reporting
  • Automated processes
  • Enhanced, trackable internal and external communication
  • End to end traceability of tasks, resulting in increased organisation and productivity

 

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How the CRM system works

Each client is provided with a unique log-in, allowing them to access our services online instantly. They can log a request for service or contact and will receive an instant message with an estimated response time. Depending on the nature of the request, our CRM system will direct it to either our cleaning staff, our site supervisors or the client account managers. Once the request has been assigned to a member of our staff, our clients can track the status of their request through the CRM. This can be used to see when the request was assigned and by who, and any directives given.

We have a dedicated team who monitor all our open requests to ensure they are actioned effectively, and within the specified response time. In the unlikely event that we do not meet the specified response time, an escalation is sent to a senior customer service manager for immediate attention.

We have seen a significant improvement in response times to our customers since the implementation of our CRM system. As each request is logged, we are able to have end to end visibility of all requests, meaning nothing is missed, forgotten or overlooked. Our CRM system is also linked to our other communication systems (Phone, email, fax etc.) meaning a task is created for every request, and is linked back to the correct client account.[/vc_column_text][/vc_column][/vc_row]