Netsuite is a Texan software company founded in 1998, since then offering several cloud-based solutions to businesses to help them develop. Their most popular solution, customer relationship management (CMR), assists companies in reaching bigger crowds with their marketing, achieving more sales to increase revenue, and improving communication in customer services. Many VoIP phone system providers use the Netsuite integration to incorporate the CRM features with their voice calling capabilities, therefore creating a comprehensive platform for employees to assist customers and ensure prompt completion of tasks.
Features of Netsuite
Customer service is the relationship between employees and clients. Specifically, the assistance employees give to clients regarding their queries or problems. One of the solutions that Netsuite designed to maintain the quality of the customer service is the customer portal, a section on the company website dedicated to FAQs and submitting queries. Essentially, the portal is a support network whereby customers can securely send their concerns to an agent by submitting a form. In return, they will reply from a qualified employee who contacts them to resolve the issue.
Customers are automatically allocated a case number and sent a confirmation to have evidence of their claim and refer to it in the future. The portal is an innovative way to improve customer service, as it allows customers to interact with employees and make their opinions feel valued. Once a query is sent, it is distributed to available employees with the designated skillset to solve the case at hand. An advantage to the Netsuite platform is that employees can speak with customers using different modes of communication, from emailing to voice calling, so that customers are reached in a way that most suits them.
Marketing automation is a way for businesses to advertise their company and products on multiple different media and numerous campaigns. While this used to be a complex process, CMR technology has revolutionised marketing, allowing mass messages to be sent and automatic delivery of texts so that employees no longer have to type out the same email to all clients to get the word across.
Furthermore, multiple contact lists can be created depending on the customers a business has. Then different commercial emails can be sent to these lists to promote specific products or solutions.
For instance, Netsuite offers a customisable landing page feature whereby companies can create a page and send it to potential customers, subsequently encouraging them to fill out a form and receive a reply with a quote in the following days. Other valuable features include analytics that displays how successful the marketing strategies have been by providing statistics on how many interactions they have received or their profit. By calculating the Return on Investment (ROI), businesses are shown whether the campaign was effective or not. They can decide whether to use a similar idea in the future or improve on their advertising techniques.
Sales automation is a series of methods that helps companies sell more of their products and solutions to increase their revenue and provide their customers with assets that they will find helpful. Netsuite believes that an essential element in sales automation is forecasting, which essentially predicts the stock that certain employees or whole businesses will sell and therefore estimates the total earnings. Whilst this feature is not entirely accurate. It follows a general trend and so is primarily reliable. Businesses can decide which products are most successful and prepare to make more of those available to customers.
Additionally, products with poor forecasts can be discarded or improved upon, as they may not be worthwhile for the company to maintain. Therefore, identifying this allows for modifications to be made.
Depending on different products, employees, or departments, statistics can show the sales made in a specific period; these statistics can be seen as graphs, percentages, or figures and help the business understand its strengths and weaknesses. Another advantage of the sales automation tools is that products can be linked to customers. Marketing can be tailored to their previous purchases, showing loyal customers that their involvement with the business is valued and notifying them when similar or new models of their previously purchased products are available.
Netsuite – To Conclude
Ultimately, Netsuite offers customer relationship management services to businesses, assisting them in maintaining healthy customer relationships, tracking sales, and understanding their marketing reach. Many companies use the Netsuite integration, especially phone system providers, to build a comprehensive platform for businesses to communicate and thrive.
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