AMBER CRM

It allows you to monitor the implementation of sales plans and KPIs of managers, automate the workflow for processing transactions, set tasks and monitor their implementation, increase sales efficiency in general and in certain areas.

Solves problems

• Storing the complete history of customer relationships in a convenient format
• Omnichannel communications with customers in a single window mode
• Increasing the efficiency of managers’ work
• Monitoring the completion of tasks, plans, and KPIs
• Increased volume of repeat sales and returned customers
• Managing the sales funnel, reducing the time for preparing reports
• Analysis of the effectiveness of marketing activities, determining the value of the lead, transactions
• Data exchange between the systems used

AMBER is included in the register of the Ministry of Communications of the Russian software and in the TOP 5 best BPM systems according to the CNews rating of 2022

Functional features

• Register all incoming requests through the channels used: mail, phone, website, messengers, social networks and distribute them to managers according to the established rules
• Maintain a database of clients, contacts and communications in a single convenient format with the separation of access rights, according to internal policy
• Call customers directly from the system, send emails, listen to recordings of conversations with customers, create leads from the call card
• Use chatbots to simplify communication with customers and reduce the burden on managers
• Create commercial offers and other necessary documents based on built-in templates
• Set up a sales funnel and leads according to the company’s existing rules and processes
• Conduct a transaction in the System from receiving the lead to payment or delivery to the client
• To conduct customer service and work with complaints in the System
• Schedule meetings, calls, business trips, and enter standard report forms
• Set tasks from any object of the System, control their execution, delegate and decompose if necessary
• Analyze the implementation of sales plans in various sections and monitor the implementation of KPIs, expand the functionality of the System with your reporting forms
• Calculate bonuses for managers according to the current motivation system
• Plan the company’s lead generation and sales by divisions, branches, managers, and control the plan-fact
• Display any indicators necessary for monitoring on the dashboard in the form of graphs and diagrams
• Integrate with 1C, IP telephony, mail, websites, messengers and social networks

Effects after implementation

• Increased efficiency of managers
  The time spent by staff on performing the actions necessary to work with the client, when implementing a CRM system, is reduced, on average, by 20-30% due to built-in document templates, storing history, and working with tasks.
• The number of unprocessed requests is minimized
  According to statistics, a company without CRM loses from 20 to 50% of requests coming from a website, mail, or phone. These are calls during off-hours and weekends, managers’ forgetfulness, and losses in transmitting information.
• The number of lost customers has been reduced
  As a rule, an average company in a stable market loses at least 15% of its customers per year at a stable time. In a crisis, at least 2 times more. Losses are associated with improper organization of repeat sales processes and marketing work aimed at retaining customers.
• The time for preparing reports on the company’s standards has been reduced
  After CRM implementation, any necessary report is built in a few seconds.
• Increased conversion from circulation to sale
  Analyzing CRM conversions by transaction stages and the duration of the stages in the context of the company as a whole and individual managers, the problems are clearly visible. It is now possible to manage the sales funnel and quickly influence poor performance.
• The number of customer losses due to the departure of managers has been reduced
  Access to information is restricted, according to the security policy, and the right to delete records. Thanks to the consolidated information on the client in a single format in the system, you can pick up work with the client from an interrupted place.
• Marketing expenses have been optimized
  Reports on the effectiveness of advertising channels are configured in the CRM system. The manager sees the cost of treatment and transactions from each channel. If the cost of the channel is higher than acceptable, the costs are redistributed in favor of more efficient sites.

CRM implementation will bring the expected effect to the company if the following recommendations are implemented:

1. CRM work regulations will be developed (mandatory fields, attachment of necessary files to customer cards, work with tasks, calls and correspondence via CRM). The implementation of the regulations will be checked by the head at first – daily, eventually — weekly.
2. Employees will be trained to use the system. Internal certification has been carried out
3. The reference sales process will be finalized according to the specifics of the customer and will fully comply with the procedure for the necessary actions of the manager to bring the client to the transaction.
4. All channels for receiving requests (phone, website, mail) will be integrated with CRM.
5. The sales manager will monitor the timing of processing requests on a daily basis.
6. The sales manager will analyze the reasons for rejections of transactions at least once a week and draw up an action plan to eliminate them.
7. When working with CRM, access rights will be configured strictly in accordance with job responsibilities.
8. The head of the sales department will weekly analyze the sales funnel for the company as a whole, by areas, for all employees and plan and then implement an action plan aimed at reducing the time of presale and reducing conversions at problematic stages of the transaction. The action plan should include specific deadlines and responsible persons.
9. When an employee is fired, all his clients must be promptly transferred to another manager and assigned contact tasks.
10. CRM must have all the necessary reports configured that allow you to analyze sales performance, benchmarks, and the work of managers.
11. The marketer must keep track of all marketing activities and expenses in the CRM.
12. The marketing director should analyze reports on the effectiveness of marketing channels and redistribute the budget in favor of effectively operating sites.