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March 24, 2017 Business Technologies

Why is Workflow Important in a CRM?

Sonja Fridell wearing a blue blouse and a dainty necklace.
By Sonja Fridell

The business world of today depends on innovation and fast delivery of products and services. Successful companies are always looking for new ways to improve their business relationships with customers. With a CRM your business can cater to the needs of your clients, which leads to higher customer satisfaction ratings and return customers.

If you’re having trouble finding a CRM that perfectly fits your business, BrainSell can help. We are hosting a free webinar on Salesforce.com vs. SugarCRM on Thursday, March 30th at 2:00 PM EDT. Register for the webinar and find out which CRM is right for your sales team.

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What is workflow?

Workflows in a CRM are useful tools to business professionals because they are automated. You can create rules to automate the day-to-day tasks that take up too much time. Specific actions can be automated, such as assign a new task to a user, send alerts to members of your sales team, and update the value of a field on record. In addition, workflows tend to work in the same way, regardless of the system you use. The user of the system who is creating the workflow will define the triggers and actions. In fact, workflows create a foundation for business activity to happen more efficiently. You’ll be able to view, operate, manage, analyze, and improve your business.

When creating a workflow the end goal is the same: to automate your daily process, saving your business time and money and allowing your sales team to focus on the important things, pleasing your customers. The fundamentals of the workflow engine within Salesforce.com and SugarCRM are the same, but the overall user experience is different.

Below are the screen grabs for Salesforce.com and SugarCRM’s workflow process in order to illustrate the different user experiences.                                                                                                                                                               

Salesforce Workflow image for blog

 

SugarCRM Workflow Image for blog

In addition, workflow is important because you can collaborate and communicate with the members of your team in order to improve your business process. Below are some more examples of workflow’s importance.

5 Reasons Why Workflow is Important:

1) No Paper Trail

Workflow keeps digital copies of files, automates tasks, alerts those who need to take action, and keeps records of everything relevant to the process.

2) Eliminate Overflow

Workflow helps to identify duplicates in your system, which allows you to delete the duplicates and avoid confusion later on.

3) Accentuate the Positives

Want to keep your employees engaged and improve productivity? Workflow allows you to assign tasks to people based on their strengths and skill sets.

4) Greater Insights

Workflows provide regular insights into your processes, the team members involved, and how your organization meets its deadlines.

5) Deadlines

Workflows provide triggers to keep sales activities moving according to a timeline. This further enables team members to see when and where input is needed.

Workflows in a CRM allow for a consistent customer experience. A standardized response protocol can be developed in the workflow. This allows your sales team to follow up regularly with customers and create more positive customer experiences. To learn more about CRM and which one is right for your business, register for our webinar on Thursday, March 30th at 2:00 PM EDT here: Salesforce.com vs. SugarCRM

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author bio

Sonja Fridell

Sonja is very active in architecting CRM, ERP and marketing automation solutions for clients across North America. As an ex-journalist, she is adept at exploring a client’s needs and coming up with cutting edge, elegant solutions that fit, drive adoption, and create real results.

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Sonja Fridell wearing a blue blouse and a dainty necklace.

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