Customers expect more today.
They expect to easily purchase what they need, using the sales channel of their choice, and to receive their purchase quickly & accurately. And, if there is an issue or a question, they want to receive personalized care – again, using their preferred method of contact, and they expect fast, accurate answers.
Handling the ever-growing needs of customers
You would be hard-pressed to find a business that doesn’t need customers.
Whether B2B, B2C or both, customers are vital for profitability and keeping them happy, satisfied and, hopefully, loyal should be at the top of every company’s priority list.
Acquiring and managing customers requires talented, skilled individuals and a system with real-time, accurate information to manage the process from prospect through sale to customer service.
Let’s examine each phase of the process and the role software plays in customer management.
Inventory, sales & customer service: The true cost of a lead
It’s a lot of work to get a lead.
It starts with marketing – planning, purchasing lists, ad buying, optimizing web sites & more… all with a time and/or money cost.
Then – a customer inquires on a product – and you have a lead.
Hopefully, a cheerful salesperson contacts them promptly and the sales process starts.
But, how many times have you inquired about purchasing something and no one calls you back – or they contact you days later?
By then, you probably moved on to a competitor, may have already received your purchase and, what’s your thought of the first company?
If you need to purchase again, where are you probably going to go? The company that was prompt or the one that one that never responded? And, who are you going to recommend?
What was the true cost of that lost lead? The lost sale, potential further lost sales, diminished reputation, no referrals…
So, how do you make sure that leads are captured, prospects are maximized, and that the sales process moves forward, providing the correct information at the appropriate time in the buying process, and ultimately closing the sale?
By placing contact, lead and sales opportunity management tools in the hands of the sales team, managers & executives.
Acctivate has a set of customizable contact and lead management tools that enable company-wide visibility, access, management and analysis into the sales and account management process. With Acctivate, leads can be automatically captured from a website, where they can be assigned and managed throughout the sales process.
Contact information is centrally stored and a complete history of all leads and customer information, including notes, can be searched by anyone in the company.
Acctivate inventory and sales software for QuickBooks user, A&D Sales and Marketing
Do you have a sales funnel or a sales strainer?
The sales funnel is the process of moving potential customers from contact to prospect to customer.
While the sales funnel by definition narrows down the field of prospects, many times they aren’t strategically eliminated, but rather lost in the process due to holes in the sales funnel – missed follow-ups, missed deadlines, overlooked opportunities and inefficient sales funnel management.
How do you make sure that contacts are captured, prospects are maximized, and the sales process moves forward, providing the correct information at the appropriate time in the buying process, and ultimately closing the sale?
Acctivate’s standardized tracking, activity management & alerts, prospects are less likely to fall through the cracks, resulting in a more controlled and monitored sales process.
Acctivate inventory and sales software for QuickBooks user, Rainbow Book Company
Inventory, sales & customer service: Making the sale
That may mean shopping online, by phone, by fax, through the mail, from a catalog or, at a retail counter, from a sales person, or, for some businesses, buying is an automated process using EDI.
The key to effectively handling all sales channels with accuracy & consistency is centralizing – having the data, including inventory quantities, in one location.
Acctivate inventory and sales software for QuickBooks user, PosterGarden
With Acctivate, all sales are handled in one place with tools designed specifically for each sales method including…
Web stores: Acctivate integrates with many major web store software platforms, such as Magento, Amazon Services, and many more. Automatically – orders, tracking information, product availability and customers are synchronized between Acctivate & your web store.
Acctivate software for QuickBooks with sales management & customer service tools user, Orient Express
EDI: Acctivate’s fully-compliant EDI solutions deliver an end-to-end, seamlessly integrated and automated EDI solution that connects to hundreds of EDI trading partners.
Acctivate inventory and sales software for QuickBooks user, BergHOFF
Sales orders: The power of a sales management system that is directly integrated with inventory and other areas of the company is most apparent at the time of the sale.
Quotes are converted to sales orders with Acctivate’s one click conversion process – even for orders with complex components, parts or configuration.
Sales orders are handled easily, accurately and quickly with real-time access to inventory, credit management, shipping information and customer history at your fingertips.
Acctivate inventory and sales software for QuickBooks user, Hobbs Iron & Metal
Retail counter sales: Counter sales, returns and exchanges can be handled quickly with multiple payment options, barcode scanning, special handling or shipping instructions and sales tax management.
Acctivate inventory and sales software for QuickBooks user, Hawaii Nut and Bolt
Mobile sales orders: Since the sales team isn’t always at their desk, sales orders can be taken with mobile devices from the customer location, a trade show booth or from the showroom floor.
Inventory, sales & customer service: Fulfilling expectations
Order fulfillment is the last critical step before the moment of truth when the customer receives the order.
Studies show that customer satisfaction is heavily influenced by several aspects of order fulfillment – order accuracy, the number of shipping options offered, the ability to track purchases while in transit, and the ease of returns.
Acctivate facilitates the order fulfillment process with fully integrated picking, shipping and shipment tracking capabilities.
Acctivate’s barcoding, workflow management, and flexible pick sequence options reduce bottlenecks and errors throughout the picking process, resulting in quicker, more accurate order fulfillment.
Acctivate’s shipping workstation integrates directly with FedEx, UPS, USPS, ShipRush & DHL and can handle Less than Truckload (LTL) and other carriers, enabling you to offer a wide variety of shipping options.
Acctivate can automatically generate customer emails to provide order shipment and a link to tracking information available on the shipper website.
Returns can be handled efficiently with a system-generated RMA activity number that allows for easy follow-up access to all RMA information.
Acctivate inventory and sales software for QuickBooks user, Masters Equipment
Providing customer service regardless of where customers purchase
As customers purchase from a company across multiple channels, they expect their transactions and inquires to be handled the same way, regardless of how or where they purchased.
Few business owners would be surprised by the expectation, yet many have set up separate systems to handle the different channels – making managing customer service inquiries difficult, and often disappointing customers in the process.
Once again, the customer service solution is to integrate all channels into one system.
Regardless of where the transaction occurs, Acctivate centralizes the management and tracking of service requests, associated activities, issue trends, follow-up activities, returns handling, and escalations.
With all customer contact and order information in one place, anyone in the company can assist customers with confidence, knowing all the required information is at their fingertips.
Acctivate inventory and sales software for QuickBooks user, MD Solutions
Inventory, sales & customer service: Service management
When a service call is required, nothing makes a customer happier than an on time call by a knowledgable technician.
From service management and scheduling, to time tracking of billable and non-billable time, Acctivate enables businesses to operate and profitably grow service organizations.