InMoment XI

JULY 4, 2022

CX Network, an online CX organization sponsored by InMoment, recently asked a panel of over 250 customer experience experts across the globe what the top obstacles complicating customer experience investments were., and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Survey 493

Comm100

APRIL 2, 2024

Team members should be trained to become product experts, enabling them to answer questions accurately and provide helpful information. This level of expertise can significantly improve customer interactions by making resolutions quicker and more effective, leading to higher satisfaction levels.

Strategy 243

Strategy How To Wait Times Customer Satisfaction 243

CSM Magazine

OCTOBER 23, 2024

” One of Baydale’s primary objectives for implementing the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management, and business intelligence tools in one system, was control and visibility of its mobile workforce.

System 52

System Management CRM Customer Relationship Management 52

CSM Magazine

SEPTEMBER 11, 2024

. “As a management team, we didn’t have visibility of the mobile operation, meaning we couldn’t be responsive to customer queries, and we couldn’t react to changing circumstances. We also didn’t have the business intelligence available to make informed decisions.

Customer Service 52

Customer Service CRM Customer Relationship Management Hospitality 52

CSM Magazine

JUNE 5, 2024

Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based, 6-in-1 solution to replace previously manual, paper-based planning processes, improve customer and compliance reporting, and have full visibility of its field operation.

Groups 52

Groups Connections Software Management 52

CSM Magazine

JULY 17, 2024

Remote access was a big no-no as they always informed us it was never designed for that. Assured is also using customisable job sheets, site history accounts and job completion reports to capture, record and share detailed information about completed installations, stock used and additional works required.

CRM 52

CRM Customer Relationship Management System Financial 52

CSM Magazine

OCTOBER 2, 2024

Since adopting the 6-in-1 cloud based system, Mardon has saved around 8 days a month by automating its service schedule and has boosted customer correspondence with automated ETA notifications and real-time job reporting. ” Mardon is also using the CRM tools within BigChange to improve its customer relationships. .

Management 52

Management CRM Customer Relationship Management System 52

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Ensuring customers are thriving, it directly contributes to reducing churn rates and increasing lifetime value.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Feedback 344

CSM Magazine

JULY 11, 2024

” Using the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management, and business intelligence tools in one integrated platform, GEM has transformed the way it manages and reports on contracts.

Customer Relationship Management 52

Customer Relationship Management CRM System Resources 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Overcoming Challenges in Gaining Leadership Buy-In It’s common to have buy-in and excitement when launching a new program, like a more robust Voice of the Customer solution or even a new survey. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

GetFeedback

OCTOBER 16, 2018

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. But there are a lot of other components to consider for your CRM data audit.

CRM 250

CRM System Data Customer Relationship Management 250

Retently

JULY 16, 2024

This article will explore why the volatility of NPS can lead to frustration and why closing the feedback loop and addressing the issues your customers report can have a much greater impact on your business than just aiming for a high NPS. Check this article for additional information on how to calculate this.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance.

Analytics 52

Analytics Customer Relationship Management CRM System 52

CSM Magazine

OCTOBER 5, 2023

. “We are a time led business that is heavily reliant on and impacted by the weather so it is critical for us to know where are engineers are and how quickly they can get to a client site,” commented Rob Bland, Managing Director at Blade Roofing.

System 59

System CRM Customer Relationship Management Report 59

CSM Magazine

APRIL 18, 2024

Automated workflows and integration of management systems has meant that two, full-time staff members have been redeployed within the business equating to a saving of around £60,000 per annum. DSSL is also realising improvements in cashflow due to more timely and accurate invoicing and improved management reporting.

System 52

System Management Customer Relationship Management CRM 52

CSM Magazine

MARCH 14, 2024

Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office. Field engineers use the BigChange app on tablets and are automatically connected to the back-office system so they can access all relevant customer and site information.

Management 52

Management CRM e-support Customer Relationship Management 52

CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. Customized Dashboards and Reports BI platforms offer customizable dashboards and reports that consolidate social media metrics and key performance indicators (KPIs) into visually intuitive formats.

Social Media 52

Social Media Analytics Analysis CRM 52

CSM Magazine

JULY 10, 2023

The Sheffield-based company has also deployed the BigChange customer portal that allows customers to directly access service and site history information and book engineer appointments. For more information please visit www.bigchange.com.

Customer Relationship Management 52

Customer Relationship Management CRM System Customer relationships 52

CSM Magazine

JULY 8, 2024

Customer Relationship Management (CRM) Software CRM software like Salesforce, HubSpot, and Zoho CRM is designed to manage a company’s interactions with current and potential customers. This ensures that customer inquiries and issues are resolved promptly, leading to higher customer satisfaction.

Software 52

Software CRM Financial Customer Satisfaction 52

Team Support

APRIL 3, 2024

In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial.

Self Service 52

Self Service Omni-Channel Social Media Knowledge Base 52

CSM Magazine

FEBRUARY 23, 2023

“Before BigChange everything was paper based; engineers would fill out paper reports which office staff then had to type up before sending out to clients,” commented Maddie Carr, Service Agreement Manager at Future Group. For more information please visit www.bigchange.com.

Groups 52

Groups Management Customer Relationship Management CRM 52

CSM Magazine

MAY 22, 2024

This not only increases sales figures but also enhances customer satisfaction by ensuring they receive what they truly want. Improving Analysis and Reporting It’s crucial for businesses to have effective reporting and analytics to support decision-making. Salesforce CPQ offers several solutions for sales teams.

Sales 52

Sales Tools CRM Report 52

CSM Magazine

APRIL 26, 2024

HubSpot is a CRM (which stands for Customer Relationship Management). HubSpot’s Customer Relationship Management Platform is a centralised location to manage all your customer contacts and relationships within the HubSpot suite. Want to know more about HubSpot partner support?

CRM 52

CRM Customer Relationship Management System Tips 52

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

System 52

System Management Customer Relationship Management CRM 52

SmartKarrot

NOVEMBER 20, 2020

Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. Here are enlisted top 10 customer relationship management trends to watch out for 2021. Hail the Customer Self-Service .

Customer Relationship Management 10

Customer Relationship Management CRM Customer relationships Self Service 10

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system. For more information please visit www.bigchange.com.

CRM 52

CRM Customer Relationship Management System Resources 52

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Retently

JULY 3, 2024

Key Takeaways Anonymous feedback tools ensure open, safe, and honest communication, increasing the likelihood of receiving genuine insights from employees and customers alike. Integrating anonymous feedback into business strategy helps identify trends, informs policy changes, and facilitates continuous growth and improvement within companies.

Tools 78

Tools Feedback Analytics Survey 78

Magellan Solutions

JULY 13, 2023

You can also integrate AI with your customer relationship management (CRM) system to provide real-time lead scoring. Lead Magnets Lead magnets are valuable content or incentives in exchange for your potential customer’s contact information. It can help with planning, executing, and reporting campaigns.

Tools 98

Tools Effort Score Social Media Gamification 98

CSM Magazine

NOVEMBER 8, 2022

Customised worksheets such as tank cleaning reports and consignment notes can be completed simply by our engineers, which is complemented by easy access to important safety information such as method statements and risk assessments via the BigChange app,” he continued. For more information please visit www.bigchange.com.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

TechSee

AUGUST 26, 2024

A one-size-fits-all approach can make customers feel undervalued and overlooked. Agents who are poorly trained may provide incorrect information or fail to understand the customer’s issue properly. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

NobelBiz

NOVEMBER 27, 2023

By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making. It involves the systematic collection, recording, and organization of detailed information about incoming and outgoing calls.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NobelBiz

AUGUST 27, 2024

Unlike traditional routing methods that rely on a simple sequential approach, ICR examines various caller information—such as call history, customer profile, and the context of the interaction—before identifying the best match for the call.

Contact Center 52

Contact Center Call Center System First Call Resolution 52

SurveySensum

AUGUST 21, 2024

Track important metrics and analyze customer data to gain insights into your customer’s expectations, preferences, pain points, etc, and tailor their journeys accordingly Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free 2. G2 Review : 4.8/5 G2 Review : 4.7/5

Customer Journeys 52

Customer Journeys Analytics Tools Touchpoint 52

CSM Magazine

JUNE 22, 2023

In the first 4 months of use, BigChange customers using the tool have saved over £1.2million; cutting 6.4 BigChange provides an end-to-end job management system incorporating customer relationship management (CRM), job scheduling, live tracking, mobile app, financial management, and business intelligence.

Travel 52

Travel Customer Relationship Management CRM System 52

NobelBiz

APRIL 23, 2024

Verification ensures that the claim is valid and that the agency has all the necessary information to proceed. Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. This includes the amount owed, the origin of the debt, and any previous collection efforts.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94