When it comes to customer relationship management (CRM) systems, it can be tough to decide which way to go. Recent research revealed by Software Advice – a site that offers expert reviews of various software and technology – shows that half of industry leaders are still deciding between a cloud and an on-premises system. But for those who have decided between these two call center solutions, the cloud is king.
In fact, 96 percent of respondents who decided on a CRM chose cloud over an on-premises system. Let’s take a look at some of the most desired applications among enterprises as a way of figuring out this recent trend.
What the Enterprise is Looking for in a CRM Solution
One of the greatest benefits of a cloud solution is that there are a number of different applications available in such a portfolio. The top-requested applications, from most-requested to least-requested, are:
- Sales automation
- Marketing automation
- Customer support
- Help desk
- Web self-service
- Knowledge management
- Field service
- Channel management
The top of this list goes to show that automation is key for every enterprise’s (in particular, sales team’s) CRM wish list. The ability to automatically enable sales and marketing tasks is a clearly desirable ability. Not only does it allow sales teams to better streamline the sales process, but it can even enable agents using call center solutions to work in conjunction with their company’s salespeople.
For instance, after a call center agent follows up with a prospect that is ready to buy, the agent can seamlessly transfer the customer to a sales rep, who can then quickly close the deal. All pertinent customer information acquired or made available to the agent can also be transferred to the salesperson’s desktop via the CRM system.
It’s a lot to consider moving forward, and as call center solutions continue to find ways to assist those in the enterprise, exciting new advances in CRM will no doubt come along with it.