Has it ever happened that an inquiry got lost and the client never received their quotation?
Because of the sheer number of inquiries printing houses receive every day through different channels, following them all by hand has become almost impossible. Mistakes in communication with customers are increasingly frequent and lead to losing clients. Competition on the market keeps growing, which is why it is so important not to let a single inquiry or client slip away.
That is exactly what a CRM (short for Customer Relationship Manager) is there for.
What is a CRM?
A CRM is a system for managing relationships with customers. It gathers every interaction with a customer across all channels in one place and helps you keep a clear and complete view of each client in real time. The goal is to improve customer relationships and, through that, drive the growth of the company.
Although it used to be used only in larger companies, today's market increasingly requires small and medium companies to have such a system as well, because following all this information manually has become very difficult even for the smallest of them.
That is why Toscana Systems adapted its CRM for small and medium printing houses, so that even smaller companies can follow all communication with customers in a very simple way and without extra work.
What are the advantages of the Toscana CRM in printing companies?
Better customer service
Every communication with a customer is recorded in the client card. Everything you have ever discussed with a customer, whether by phone, from your e-mail, through chat and so on, is in the system, and with one click you can check the whole conversation and give the client the right information. The client will be satisfied with the service because you "remembered" their requirements, and you will keep another client without effort.
Higher sales and greater efficiency
Toscana has a centralised list of inquiries (shown in the image below) where you can see every inquiry that reached the company through any channel. That means you always have an overview of all incoming inquiries, whether they arrived at your e-mail or a colleague's, over the phone, through the webshop and so on.
You will also know who is currently responsible for that client and at which stage the communication stands. In practice this makes it impossible for an inquiry to go unprocessed or for several people to work on the same client, which automatically increases sales efficiency and lets you answer more inquiries in a short time. Working this way inevitably leads to a larger number of quotations going out of the company and therefore to higher revenue.
Calendars and reminders (shown in the image below) are an integral part of the Toscana CRM, so you always know when you agreed a meeting with a client or when and which client you need to call, which likewise leads to fewer lost clients.
Analytics of all sales processes
Analytics is certainly an important part of a CRM. Without it you would not know how successful you were in communicating with customers or how to improve this part of the business. Besides the sales funnel, which is the best known CRM analytic, Toscana also offers detailed analytics of quotations: which salesperson prepared the quotation, its total amount, the margin and so on. That table (shown in the image below) also shows the number of rejected quotations and the most common reasons for rejection, so you can spot problems and correct them where necessary. This is only one of many examples of CRM analytics in Toscana. Analytics at this level of detail lets you improve customer relationships as much as possible and reduce mistakes to a minimum.
Illustration 1: Centralised list of inquiries
Illustration 2: Calendars and reminders
Illustration 3: Quotation analytics
