CRM – Communication is Key!
First of all, a huge thank you to all of our customers who completed and returned our customer satisfaction survey.
As part of our commitment to quality and customer service we have looked in detail at all of the comments and feedback given, in order to address any areas where we can improve. We truly value the information that you have provided and it really will help us to deliver an efficient, appropriate and cost effective service to your business. Communication is an area that we identified for development as a result of listening to you. We have recently implemented a comprehensive CRM (Customer Relationship Management) system which enables us to record and respond to our customers’ needs with greater efficiency. This integrates fully with our existing system and enables us to capture all customer related information, quotes and documents in one place.
Our new CRM system went live in April and we are currently training the team and optimising how we use this powerful software to its full capacity. Our next phase of development in this key area will be for Production Data collection, then expand the system to cover all of the team here at fc.