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12 Feb 2021
Why client management software is one of the keys to a successful business
Supplier: Club Right
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Client management software (CMS) is nothing new, but many commercial organisations fail to take full advantage of the undoubted benefits it can bring.
Sometimes, it’s considered a part of customer relationship management (CRM) software that’s designed to specifically help to administer the various demands of customers and helps to streamline most business models.
Of course, a business which relies on a passing footfall of customers may not need to invest in CRM software and can manage what it does with in-person interactions alone.
However, any business based on repeat custom and record-keeping will need some form of database so that the right sort of information can be stored.
Read on to find out why modern CMS is not just a way of running the day-to-day operations of a business better but a means of turning it into a much more successful enterprise than it otherwise would be.
Track Customer Interactions
To begin with, high-quality CMS will allow managers to maintain better records of how and when customers interface with their business. This can help with staff resourcing issues, for example.
If you know more people want to book your services in the mornings, on Fridays or at the end of the month, for instance, then you should be able to adjust your human resources to better meet these demands.
What's more, tracking customer interactions also helps deal with complaint resolution much more efficiently.
By tracking who dealt with which customer and when, it’s much easier to work out whether complaints about staff members should be upheld and to deal with customer service training issues appropriately.
Allow Customer Flexibility
Many service providers rely on customers making appointments, perhaps to attend a yoga class or to attend a personal training session.
If you offer your clients a booking service by phone, then you can rapidly become bogged down answering calls, dealing with enquiries which are not about bookings or rearranging appointments.
If you have a timetable in your client management software user interface, however, then your customers will be able to make bookings, alter them or cancel them without interrupting what you and your team are currently engaged in.
What's even better is that many people prefer to make bookings this way nowadays rather than dealing with the matter by phone or in person.
Provide Services Day and Night
The fact is that good client management software will allow you to perform a wide range of customer service tasks on a 24-hour basis. Need to take payment at midnight? Want to offer reminders to clients about their appointments in the early hours?
With a CRM system providing such services automatically for you, this all becomes instantly possible without any loss of managerial oversight.
After all, managers can set their software to provide them with daily or weekly summaries of the actions it has taken and even to highlight anything unusual or anomalous that may have occurred.
Assist With Social Distancing
Businesses which have customers present on their premises to receive goods and services have understandably struggled in recent times due to the pandemic.
CMS can help in numerous ways when it comes to delivering services in formerly unconventional ways, such as remote online provision, for example.
That said, where people need to be present within business premises to access services, it’s highly likely that social distancing will need to remain a top priority for some time to come.
As such, the right software systems that allow customers to book their place in advance and to avoid the busiest periods constitutes a smart way forward.
Equally, being able to plan the use of certain equipment – such as fitness machines in a gym setting – means members will be able to operate in as normal a way as possible while still adhering to all of the appropriate social distancing guidelines.
Free Members App
Offering a free members app on the App Store or Google Play will also benefit businesses.
Essentially, free members apps will help your business grow through more efficient, automated services which are readily accessible to all of your clients.
Your members will be able to use it to create individual profiles and share their activities and purchases easily through social media channels, meaning you can grow your brand awareness simply and easily.
A high-quality app will function seamlessly on all sorts of devices and be easy to navigate by members while also helping to ensure that GDPR-compliance is maintained at all times.
For more information and support, contact ClubRight today.
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