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Service CRM Vs Sales CRM: Definition, Difference & Benefits

Improving your sales by attracting new customers is essential to grow your business and likewise, you need to keep your existing customers happy and satisfied in order to survive in the competitive market. Thus, the use of automated business tools have helped several companies to work in an organised manner. 

CRM system is one of the best business tools that has created a huge trend in the market. The two key forms of CRM are – the Sales CRM and the Service CRM. 

What is Sales CRM

Sales CRM is a business tool that manages the entire sales process in an organised criteria. From acquiring leads to the close of a sale, the sales CRM helps sales reps to carry out their sales activities efficiently. 

Managing a sales team is indeed a challenging task for the company. And implementation of a sales CRM can help the sales manager to plan the sales tasks efficiently in order to achieve organisational goals. 

What is Service CRM?

Service CRM is a business tool that manages the after sales services or support required by the customers. The service CRM helps the customer service reps to build a good relationship with the customers as you can reach out to your customers on time. 

The implementation of a service CRM provides entire customer data like – customer info, billings, notes and requests etc which makes it easy for them to create a quality experience for the customers. 

Benefits of using a Sales CRM in the business 

  1. Automated sales process 

The agenda of implementing an online CRM software is to ensure that your sales team work smartly with less burden and stress. The cloud based CRM software has various features and functionalities like Sales Force Automation, Lead Tracking, Sales Tracking and Sales forecasting. These automated features helps them to manage their tasks according to their priorities. 

  1. Streamline sales process 

Streamlining of the sales process becomes an essential factor in the business as it allows to have visibility on prospects of sales funnel, improving sales process etc. Finding the right prospect at the right time becomes very important to improve sales. 

Read our blog – How to streamline your sales process and increase your revenue

  1. Understand bottlenecks 

You might be having good sales presently, but understanding even the minor bottlenecks in the sales process becomes important in the business. These bottlenecks will give you an outlook on where you need to improve yourself or inculcate new strategies in order to work smoothly. 

Check out SalesBabu B2B Sales CRM demo to understand the entire automation

  1. Monitor sales reps 

Sales representatives are always loaded with administrative tasks, managing pipelines, following up sales and generating sales reports etc. Enabling your sales representatives with the right sales CRM software and providing the right training to your reps can help you monitor your sales reps everyday. It is not just beneficial to the sales reps but you can also get a clear picture of what your sales reps are doing, how they are going on with their daily activities and how much are they contributing to the success of your organisation. Thus, the CRM leads to the monitoring of your Sales team’s Productivity. 

  1. Increased sales

A CRM tool will help you to streamline your sales process, construct a sales pipeline, automate key tasks and analyze all of your sales data in one centralized place, potentially increasing sales and productivity. A CRM helps you to determine a step-by-step sales process that your employees can depend on each time and which you will be able to easily tweak as issues arise.

Read our blog – 10 Reasons why Salespeople need CRM Software

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Benefits of using the Service CRM in your business  

  1. Real-Time Data Accessibility

The software for handling field service engineers assures immediate access to real-time information, encompassing customer communication, buying histories, and further pertinent customer detailings. Such regulates the prompt sharing of data among field service team representatives, both within and across various departments, contingent upon the accessibility of a reliable internet connection.

  1. Data Precision

The field engineer management software encourages team representatives with an unlimited note-taking ability, assuring the accessibility of accurate information for future reference. The automation of information entry in field operations management software streamlines the workflow for service representatives, saving time and granting precise information when required. 

  1. Contact Management

The field service management software is equipped with comprehensive customer information, contact detailings, product histories, and insights of customer service performances to support customer inquiries. Such seamless access accelerates the resolution of customer complaints and allows the provision of optimal solutions.

  1. Enhanced Customer Satisfaction

Implementing field operations management software enables for the extension of customer satisfaction by regulating the collection of feedback. Such collected information can be evaluated and examined to formulate initiatives focused at improving customer contentment. Enhanced customer loyalty, in turn, adds up towards increased revenue for your services.

  1. AAutomated Support Scheduling

The field engineer management software encourages organizations to automate notifications connected to several job aspects, involving installations, warranty expiration, and planned preventive maintenance (PMS) visits. Such assures that no opportunities to improve service level agreements (SLA) are overlooked or missed.

  1. Service case management 

SLA is an important part for every organization which shows the company’s credibility, reliability in their business pool. Field operations management software helps you to track your Service Level from customer’s point of view; where you can easily track, and meet your defined service level agreements and also win the customer’s faith. 

  1. Better customer service

Modern CRM software has many functions, but the software was created to boost business-customer relationships, and that is still its main benefit. A CRM will manage all of your contacts and gather important information of customers such as demographics, purchase records, and former messages across all channels and makes it very much easy access to anyone in your company who needs it. This ensures that your employees have all they have to grasp about the customer at their fingertips and might provide a far better customer experience, which tends to spice up customer satisfaction.

  1. Detailed analytics

It’s one thing to own lots of data about your customers, but you need to understand what it means and the way to use it. CRM software typically has built-in analytic capabilities to contextualize data, breaking it down into actionable items and simple to understand metrics. Metrics like click-through rates, bounce rates, and demographic information allow you to gauge the success of a marketing campaign and optimize accordingly. 

Read our blog –  Track After Sales Service Effectively With Service Management Software

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Features of a Sales CRM in your CRM system 

  1. Sales Force automation 

The Sales Force Automation is a business strategy which is used to drive efficiency in your sales processes. The sales force automation system is an information system in the CRM that helps the sales reps to manage the stages of the sales process through the various functionalities of the SFA. By the use of sales force automation CRM software you can automate and streamline a few business tasks like Account Management, Contact Management, Opportunity Management, Sales Pipeline Management, Sales Forecasting Analysis, Sales Activity Management and Sales Team Performance Evaluation. 

  1. Sales Tracking system 

The sales tracking system helps to automate, streamline and synchronize the entire sales process i.e, new sales opportunities, comprehensive view of sales interaction, follow up reminders, record history etc. It offers efficient information retrieval from registering of leads, filtering to opportunity conversion, product mapping, categorization, order processing and tracking complaints in the centralized database. 

  1. Lead tracking 

Conversion of leads into deals (sales) is the prime motto of the entire sales process. The sales lead tracker system not only helps to track inquiries but also captures data like – lead source, data, competitors, contacts and a host of other fields. Once you have entered the lead in the CRM software, you can plan activities according to your interactions like follow-ups, emails, meetings, appointments and payment collections, assignment of leads to sales reps.  

  1. Sales Forecasting 

If your company is serious about sales forecasting, you need a demand planning solution (sales forecasting software) that can provide strategic value, increase your visibility into the supply chain management process, and drive your growth. Sales forecasts are not just for the benefit of the business plan reader, but are a means to help managers make informed decisions.

  1. CRM Analytics 

The complex raw data is captured and reproduced for decision making as the requisite data is presented in the forms of graphical charts, metric analytics and crisp MIS reports which saves loads of your time and efforts. 

Request for a free demo at SalesBabu CRM Solutions to understand, manage sales enquiries and leads; and also automate your sales force to perform better. 

Features of Service CRM in your CRM system 

  1. Complaint Management 

The complaint Management software helps the customer service reps to monitor the service activities, prioritize complaints, allocate the complaints to efficient reps, identify the case study and provide timely resolutions, pull reports based on the problems, resolutions with regard to the product. Thus, the complaint management software manages the entire after sales process in an efficient manner. 

  1. AMC Management 

Annual Maintenance Contract (AMC) is a liable agreement that a client and vendor are bound to with regard to the maintenance of a product or products. It provides information of the AMC reaching renewal, annual maintenance contracts, business promotion calls, product delivery calls, complaint service calls etc.  

The various functionalities of an AMC Management software are – 

  • PMS (Preventive Maintenance Schedule) visit scheduling 
  • PMS (Preventive Maintenance Schedule) checklist 
  • AMC (Annual Maintenance Contract) time period 
  • AMC (Annual Maintenance Contract) Pending notification 
  • Product details 
  • Machine site details
  1. Warranty Management 

The warranty Management software streamlines the entire warranty management by maintaining the customer warranty details. It helps to reduce warranty costs, operational costs and increase sales revenue. It also provides real time warranty notifications with regard to the warranty of the products or services. 

  1. Spare Part Consumption

The spare part consumption management software provides information of the inventory availability at the time of making a quote or an order. This eliminates the waiting time for spare part availability approval. The functionalities of the spare part consumption software tracks the rate of spare parts consumption, provides the details of the quantity of spare parts consumption, forecasts the reorder level, provides transfer details with automated goods obtained reports. 

  1. Service Quotation Management 

The service quotation management helps to track customer history, send service quotation, inventory consumption and manpower usage. It notifies with regard to the pending/upcoming service renewals to the customer service reps. 

  1. Installation Management 

The installation management software manages the demo and explanation of the product or service at the time of handover of the product or service. It manages the schedulement of PMS visits, detects warranty and warranty configuration, updates remarks etc. 

Check out SalesBabu After Sales Service demo to understand the entire automation. 

Introducing SalesBabu CRM Solutions for your business 

SalesBabu CRM are a cost effective cloud based CRM vendor who have been providing the best features and functionalities in their On-demand Sales Force Automation (SFA) and After sales- Service CRM Software. The Sales and After sales CRM brings the entire communications to a single platform. 

How does SalesBabu Sales and After Sales CRM work for you? 

Once the lead enters the system, the phone calls, emails, social media networks, SMS and chat comes to a single platform until they remain your customer. The 360 degree customer details helps your sales reps and customer service reps to manage customer details, preferences and necessities with a single click. Your reps need not have to spend hours together to prepare reports every week or month. The CRM system itself provides automated reports and MIS which saves the time as well as the efforts of the reps.   

As explained above, the Sales and Service CRM are loaded with features and functionalities to make your day-to-day activities smooth and easy. To know more about the SalesBabu On-demand CRM software, visit our website