Self-service is the becoming the norm these days; with increasing number of organisations using this to improve their customer experience and deliver high quality service; without hiring additional support staff. A CRM portal acts as a central hub of organisational information; that sync to the company’s CRM on real-time basis providing clients, vendors and suppliers secure access to company data.
CRM portals provide significant benefits to internal and external teams; as it can be customised according to the audience it is intended for. As a result, CRM portals act as a collaboration platform; where company staff as well as clients and partners can contribute ideas and access organisational information. External members can thus securely submit/update information, join company-related discussion forums, contact support representatives, receive company notifications, pay bills, register for company events and/or sign up for company rewards schemes via CRM portals.
Time is money for businesses and consumers alike. Customers need answers and they need it right away. They no longer wish to contact the provider and wait for a response. In such instances portals prove to be beneficial as they act as customer service representative who can provide answers instantly. With the help of knowledge base and FAQs, businesses are able to easily provide their customers answers to the commonly asked questions. By having such a portal; business are able to save the associated costs of hiring extra customer service representatives.
The vendor-supplier roles have evolved greatly in the last decade; with vendors engaging with the supplier only at the final stage of decision making. As such these days vendors select suppliers based on how easy it is to access information about their products and services. Having an exclusive supplier or partner only portal thus provides tangible financial returns. Overall, CRM portals provide customers, partners or vendors with the option to efficiently interact with the company while recording all the interactions with the CRM database.
Benefits of CRM Portals
There are numerous advantages of having an audience-centric portal. Let’s look at some of them.
- A self-service portal provides customer, vendors and suppliers access to the required information at all times. It doesn’t matter whether you need details about using a particular product or updating profile information; it can all be done easily and securely using the portal.
- Making customers wait for information is the equivalent of telling them their time is not important. With the help of portals, customers no longer need to wait for information and companies no longer need to hire additional after-hours support staff; a win-win situation for all.
- Paying bills, updating address, purchasing products or downloading invoices – you can perform these actions at your best convenience not necessarily during business hours.
- With the help of portals; each transaction leaves an audit trail; greatly reducing manual entry and transaction processing errors.
- Portals serve as a safe platform for customers to securely access personal and/or sensitive data.
- Portals act as a collaborative platform for sharing ideas or discussing solutions to common product or application related issues.
- Knowledge base, product videos and instruction manuals can all be shared via portals.
Microsoft Dynamics CRM has been known for their versatility and scalability; with businesses reporting great benefits from Dynamics CRM-based portals. With Dynamics CRM now part of the latest Dynamics 365 suite; customers can take advantage of the features offered by Dynamics 365; to develop interactive portals that increase customer engagement and enhance relationships.
Dynamics 365 Portals
Microsoft’s latest product Dynamics 365 has unified their CRM and ERP solutions for sales, service, finance, operations, and field service and project teams. This technology provides organisations with the flexibility to start with the business applications most suited to their immediate needs and add applications as the business grows.
Dynamics 365 offers three pre-built portals namely; community portal – which is the self-service type of portal; partner portal – which functions as knowledge base, members-only pages, profile management, help desk or ticket management functions; and finally the employee self-service portal – which acts as the company’s intranet site. If you decide you do not need the pre-installed portal options then you can install the basic features and configure it to suit your exact business needs.
Microsoft Dynamics 365 provides vendors, suppliers and customers with dedicated self-service portals to submit information, increase engagement, improve relationships and empower collaboration. Dynamics 365 portal functionality can be used to develop self-service and interactive portals such as discussion forums, profile management pages, knowledge database, and ticket and feedback management. This portal functionality provides the company’s vendors, suppliers and customers an easy-to-use web interface with secure access to organisational data.
If you too would like to improve customer relationships without spending huge dollars then contact the Empower CS team of Dynamics CRM and Dynamics 365 consultants right away.