Year: 2015

ConvergeHub integrates Gmail to enable users access email interactions right within the CRM platform

ConvergeHub has announced powerful and seamless integration with the most renowned messaging and collaboration platform Gmail. After a series of successful integrations with Google Contacts and Google Calendar, this is the third sequential Google Apps integration to go live…

ConvergeHub has announced powerful and seamless integration with the most renowned messaging and collaboration platform Gmail. After a series of successful integrations with Google Contacts and Google Calendar, this is the third sequential Google Apps integration to go live.

Gmail App for ConvergeHub will now allow users to access their Google Mails within the CRM, to have a tighter grip on the communication done with the contacts. The synced emails will display the sender/recipient details beside the message section. Users can attach the email (as a task or history) to an existing contact in ConvergeHub or can also create new leads, contacts, accounts, tasks or partners right inside the email; without navigating back or forth in the CRM.

Benefits of Gmail integration within ConvergeHub

Complete management of all the Gmail interactions from a single and always accessible CRM repository

Better perspective on customers communications, with complete tracking of the incoming and outgoing Google mails within ConvergeHub

Prompt customer responses and follow-ups by replying to the emails anytime anywhere from ConvergeHub, with simultaneous update in Gmail account

Easy collaboration, communication and sharing of Gmail information right through ConvergeHub.

”Our users will now get the best of both worlds (CRM and Gmail) immediately, that will help them in making customer communications contextual, quick and simple. While other entrepreneurs will be hopping between two different platforms to map the data together, our users will never waste any time or effort as all the Gmail data will get updated and incorporated in the CRM and associated with the corresponding leads and opportunities” – said Manash Chaudhuri, CEO of Converge Enterprise, Inc.

ConvergeHub is one of the select CRMs that offers a cron running functionality, that will automatically import Google Mails after an interval of every fifteen minutes. This automated synchronization process will ensure that users always  view the most recent and updated Google mails within the CRM. The headache of manually syncing Gmail with ConvergeHub on a daily basis does not exist.

Gmail app will become a part of ConvergeHub, as soon as it is installed by the users in their CRM account. The integration takes less than 10 minutes without the requirement of any coding. To know more about the integration process, click here.

About ConvergeHub

ConvergeHub is a cloud based all-in-one CRM software for complete Customer Engagement Management, combining sales, marketing, customer service and collaboration into one unified and easy-to-use platform. ConvergeHub’s award winning CRM includes Sales Force Automation, Marketing Automation, Email Marketing, Social integration, Customer Support, Collaboration, Document Management, Project Management, Invoicing, Reports and Analytics.

ConvergeHub is a product of Converge Enterprise Inc, a leading technology company enabling small and medium businesses run all customer-centric activities from a single integrated cloud based platform. Founded in 2012, the company is privately held and headquartered in Silicon Valley, California.

Renowned names like Boston Herald, Los Angeles Times, San Francisco Chronicle, TMCNet, International Business Times, The Miami Herald and CRM Idol have already featured ConvergeHub as an innovative next generation Customer Engagement Management solution for the global market.

[ This post was originally published in PRWEB ]

ConvergeHub+Gmail smoothly working together!

ConvergeHub has announced Google Mail app integration within its CRM platform. A much awaited integration for all the users, this combined functionality of CRM and Gmail will offer multifarious benefits. Without the constant hassle of browser bouncing or switching the workflow, users can access and update all Gmail data within the CRM, with all the modifications and updates automatically appended and populated within the Gmail account.

Even if you have a CRM software in place, chances are that you are not being able to track all the customer interactions. That is because a large chunk of conversations happen over Gmail that  remains unfetched in your CRM. Asking your sales, marketing and customer support teams to feed this data every day is an exaggerated demand. With a colossal like workload, it is unlikely that your teams will have the time and patience to religiously enter all the Gmail communication into your CRM software.

So, what do you do? Choose a CRM that offers tight integration with Google Mail.

Many of the best CRM solutions already have Gmail integration built in and one of which is our very own ConvergeHub. It seamlessly syncs with Gmail along with two other popular Google Apps – Google Contacts and Google Calendar.

In consideration of the unprecedented popularity that Gmail holds as a business tool (900 million users), ConvergeHub has gone ahead with the integration to empower its users access this easy-to-use, reliable, and cost-effective email solution right within the cloud CRM platform.

How does Gmail integration work for ConvergeHub users?

Gmail has become  a core part of ConvergeHub workflow that will allow users to execute a host of activities, namely:

  • Synchronize sent, received and draft email messages to centralize them all together inside ConvergeHub
  • Obtain a thread view of all email conversations
  • Associate email conversation with CRM leads, contacts and accounts
  • Share and update emails with other users and partners within ConvergeHub
  • Create new leads, contacts, accounts, tasks and partners within the email
  • Use Gmail tab inside ConvergeHub to send and receive emails. No hopping between two platforms.

How to integrate Gmail App within ConvergeHub?

Unlike other CRM app integrations that call for extensive technical development, Gmail integration within ConvergeHub does not involve any technical wizardry.

The section below defines how you can start with Gmail within ConvergeHub in 3 easy steps –

1. Go to Apps Store

  • ConvergeHub has a comprehensive apps store that allows users to shop for third-party apps.
  • App integration solution is available for – QuickBooks, Docusign, GoToMeeting, Outlook, Twilio, and many more.

2. Read details about Gmail App

  • Click on ‘Details’ to learn the exact functionality that Gmail app integration will provide you in the CRM.

3. Get App and Link your Gmail  account

  • Click on the ‘Get App’ button to bring Gmail app in ‘My Apps’ section
  • Go to ConvergeHub email module and connect Gmail account with the CRM
  • Start using Gmail within ConvergeHub CRM.

New to our application?  Sign Up for a FREE TRIAL and get the power of ConvergeHub for your small business NOW!!!

What’s new in ConvergeHub (Release Update on 16th June 2015)

ConvergeHub has rolled out its monthly update. The highlights of this release update include Payments and Cases. While payments is a new section that has been added into the CRM module, Cases module has been revised with a new set of updates and features such as Customized Messages, Case Landing Page and so on. Read the feature release to learn in details about all the updates done.

WE are back with the roll out of a new set of integrations to our CRM application! The new release —  incorporates several crucial features and enhancements for a better real-time experience with ConvergeHub.

1. Payments:

Forget storing your clients’ payment details in spreadsheets or clunky software. Use ConvergeHub – now the fastest and most convenient way for you to store all your clients’ payment details.

Add payment mode, date, amount, transaction id, originator name, description and relate the payment to your accounts or deals. Find the payment listed in the sub-panel of the account/deal’s details page.

Overall, great for you to manage, track and review the clients’ payments at any hour of the day and time!

2. Cases:

We have added few extra layers of dimension in the Cases module. Check them below:

Customized Messages:

You can now choose the type of messages that will be sent to the customers and your customer support agents, on occasions when:

  • Customers post a ticket
  • Tickets are  assigned to the agent
  • Agents/Customers comment on the ticket
  • Case is closed.

There are 10+ pre-defined message templates in the system. Either choose from them or create your  own customized message template and add it in the Cases section.

Notifications:

We know that responding to the clients on time is a priority for you. That’s why now whenever your customers will post a ticket – the assigned support agent will receive a notification about it in ConvergeHub.

Case Number:

Tracking different case numbers can be challenging. We provide you the added benefit of customizing and initializing the case numbers as per your convenience.

Case Landing Page:

We are happy to announce a separate case landing page for your customers. Using which, they can immediately get a 360-degree view of the ticket details and the conversations happened between them and the support agents.
Case Category and Priority: It’s possible for you now to set the case category and priority from the admin panel. Just select the options and the tickets generated will automatically fall under the selected category and priority.

All the above-mentioned enhancements is sure to streamline the way you manage your payments and support issues. So go ahead and give all a try in your CRM account. We are sure that you will be impressed by our thoughtfulness.

In the meanwhile also check out our latest Press Release on Google Apps Integration.

Thank you!

ConvergeHub

P.S. Twitter is a great place to reach us.

https://twitter.com/convergehub

Looking forward to see you there.

Want to Increase your Business Revenue? Use your cloud-based CRM solution to sell smarter

CRM is an integral part of every business process. But surveys point out that that very few businesses utilize the full potential of the software. While all businesses use it to nurture customer relations, most of them are not aware of the fact that CRM can be used to increase sales opportunities too. In this blog, we discuss this topic in detail, showcasing two effective ways in which you can use the CRM to grow sales and revenue for your business.

Want to Increase your Business Revenue, Yes or no do read it and get the boost you need. Majority of the businesses perceive CRM as a pure customer management tool. They implement it in their organizations to neatly store all of their customer information and render better service. And while it’s crucial using the CRM to improve customer relationships, in reality the full value of CRM remains unused and leveraged.

Got confused? Read below:

The current world of new-age cloud based CRM applications have rolled, morphed and redefined the old definition of CRM!

To a stark contrast to the traditional CRM applications, the new-age cloud based CRM software has been designed to function as an all-in-one business management software that includes equal management of sales, marketing and customer service activities.

So if you are one of the businesses who have implemented any of the New-Age cloud CRM solutions, chances are that you are not utilizing the full potential of the software. Apart from improving customer service, CRM can execute multichannel marketing campaigns and get sales for your business too. You just have to tactfully make use of the customer data stored in the CRM repository to run campaigns and increase the number of purchases to grow the overall revenue of your business.

In this blog we give you a detailed insight not on how CRM helps improve customer relations but rather how CRM promises to increase the sales of your business through the concept of up-sell.

Yes Up-sell, Great isn’t it? Especially since we all know that attracting new customers involves exorbitant investment which is not feasible for the small and medium-sized businesses who have limited finances.
Moreover, it’s easier to sell to existing customers than to new customers because your business have already built a relation with the existing customers. After doing rounds of consistent research, your customers have zeroed in on your brand’s product/service. So they are more likely to buy from you again compared to someone who has never used your product/service before.

How CRM helps you do up-sell?

1. Up-selling at the most opportune moment

Up-selling is all about pitching in those items that complements the initial products/services purchased by the customers. So if you deal in mobile phones, then headphones becomes the most obvious complementary product to the customers who have bought mobile phones of your brand.

However, in experts’ opinion although most companies deploy the up-selling practices, very few manage to get the desired success rate. One of the reasons being that the up-sell is done at a delayed interval. In almost half of the cases, up-sell is always effective when it is immediate. And CRM gives you that power to do so. Making use of the recent purchase history, your sales agents can get an exact notion of the related products/services that they should pitch to your customers.

So if your CRM says that customer XYZ has bought a treadmill from your store two days back, then it’s ideal to pitch in an exercise bike as it is a related product and something that the customer might be interested in.

2. Putting the customers on the up-selling radar through regular messaging

When was the last time you interacted with your customers? In all probability, you will not remember the total instances you have interacted with your customers. This spells for bad customer retention which also kills the up-sell opportunity. Why do we say this?

Because it’s seen and proven that regular communication with the customers helps to create the opportunity of up-sell later. So it’s advisable that you frame a routine of interacting with your customers.

While doing this manually is not easy, CRM automates this task for you. It gives you the opportunity to maintain a healthy relationship with your customers by delivering helpful and relevant information through emails.

So if you want to maintain a healthy relationship with your customers and ensure that they think of your business whenever they have a need for the products again – try out email marketing through CRM.

It’s easy and automated and doesn’t takes up much of your time. Plus, by presenting offers, promotions and special deals to your customers, you continuously prompt them to think about your products and service offerings. In short – mutually benefiting.

Just one word of caution – Do not irritate the customers with your promotional mails. The best way to ensure that is to analyze the customers’ details, segment them based upon their purchase patterns/product preferences and then do targeted messaging and promotion. This nullifies the chances of high email unsubscribes and increases the purchase frequency.

Quoting the words of David Tierney –

”The practice of presenting the customer with an up-sell offer later has been there but never got implemented much. The onset of technologies like CRM have catalyzed this practice once again and now most large-scale companies increase their revenue through this way.”

Final Thoughts

So you can say that the big secret to increasing business revenue is out. You exactly know how your biggest competitors have their bottomline improved dramatically every year. So what are you waiting for? Use your CRM for sales management.

Based upon the data stored in the CRM repository, extract insights like the type of products your customers have bought and for how long have they been using them. Match up with the expected lifetime of the product, and up-sell to the customers exactly at the time of product expiration.

In other words, empower yourself to offer relevant up-sell offers to the customers at the most opportune moments.

ConvergeHub Announces Google Apps Integration Within its Cloud-based CRM Platform

ConvergeHub has announced a wide range of Google App integrations within its cloud based CRM platform to help users better collaborate, communicate and share information, from inside a single and centralized repository…

ConvergeHub has announced a wide range of Google App integrations within its cloud based CRM platform to help users better collaborate, communicate and share information, from inside a single and centralized repository. Google Apps is a broad suite of on-demand communication and collaboration software tools primarily designed to meet the requirements of the businesses.

In lieu of the fact that Google Apps holds high prominence in the large, small and medium-sized business realm, ConvergeHub has gone ahead with the integration of the two of the most popular Google Apps – Google Contacts and Google Calendar. In addition to Google Contacts and Google Calendar, ConvergeHub also plans to soon integrate Google Docs and Google Mail within its CRM.

Benefits

ConvergeHub users can resort to the bi-directional sync capabilities to merge the applications and access the combined information from a system of their choice. Right from merging ConvergeHub and Google Contacts together to syncing ConvergeHub and Google Calendar events – users can perform these tasks within a few seconds. This can make their business gain a competitive edge with better collaboration and data accuracy.

With upcoming integrations of Google Docs and Google Mail, users will get the additional ability to link documents to ConvergeHub records and track Google Mail Interactions inside ConvergeHub.

ConvergeHub offers a seamless bi-directional integration with Google Contacts and Google Calendar which implies that every update done in these apps gets captured and populated automatically within the CRM database or vice versa.

Consequent of which, users are empowered to sync the data in just one click – and get a full and comprehensive data view, all efficiently indexed and searchable within ConvergeHub. Simultaneously, users can gain an accession to ConvergeHub Contacts and Calendar records from within Google Apps.

This feature increases work productivity, encourages greater adoption of CRM, removes data discrepancy and negates any double data entry effort. Additionally, it provides flexible working practices to our users regarding whichever application (ConvergeHub or Google Contacts/Google Calendar) they want to work on” – said Manash Chaudhuri, CEO of Converge Enterprise, Inc.

Google Apps are integrated natively within ConvergeHub and require a simple integration procedure from the ConvergeHub Apps Store. To know more, click here.

About ConvergeHub

ConvergeHub is a cloud based all-in-one CRM software for complete Customer Engagement Management, combining sales, marketing, customer service and collaboration into one unified and easy-to-use platform. ConvergeHub’s award winning CRM includes Sales Force Automation, Marketing Automation, Email Marketing, Social integration, Customer Support, Collaboration, Document Management, Project Management, Invoicing, Reports and Analytics.

ConvergeHub is a product of Converge Enterprise Inc, a leading technology company enabling small and medium businesses run all customer-centric activities from a single integrated cloud based platform. Founded in 2012, the company is privately held and headquartered in Silicon Valley, California.

Renowned names like Boston Herald, Los Angeles Times, San Francisco Chronicle, TMCNet, International Business Times, The Miami Herald and CRM Idol have already featured ConvergeHub as an innovative next generation Customer Engagement Management solution for the global market.

[ This post was originally published in PRWEB ]

Getting Started with ConvergeHub and Google Apps

ConvergeHub is one of those select cloud based CRM applications that offer a comprehensive Apps Store to the users. With names like Quickbooks, Docusign, GoToMeeting, Outlook and Twilio already present there, the latest name to get incorporated is two leading Google Apps – Google Contacts and Google Calendar. This blog provides a step-by-step explanation as to how users can integrate these two applications within their CRM ConvergeHub. Take a look.

Bid adieu to those days where you have to use multiple apps to manage your business contacts and events. It’s now possible to centrally consolidate and manage all your contacts and calendar events, tasks and appointments from a single comprehensive CRM repository like ConvergeHub.

ConvergeHub puts all the necessary work management features into one business management app. It has integrated with two of the most popular Google Apps – Google Contacts and Calendar.

It allows you to sync your Google Contacts and Google Calendar in a bi-directional fashion, so that you can access and update all your contacts or calendar events from any preferred application without changing your workflow.

Follow the steps given below to integrate Google Contacts and Google Calendar within ConvergeHub:

1. Go to App Store

  • ConvergeHub has a comprehensive App Store that allows users to shop for third-party apps.
  • App integration solution is available for – Quickbooks, Docusign, GoToMeeting, Twilio, and many more.

2. Read details about Google Contacts and Google Calendar Apps

  • Click on ‘Details’ to learn the exact functionality that Google Contacts and Google Calendar integration will provide you in the CRM.

3. Get App and Sync your Google Contacts and Google Calendar with ConvergeHub

  • Click on the ‘Get App’ button to download the plugin.
  • Provide the login credentials and complete the installation procedure.
  • Sync both Google Contacts and Google Calendar and start accessing their data within ConvergeHub or vice versa.

Post the Google Apps integration, the functionality that you can achieve right from ConvergeHub is powerful. That’s because unlike the other CRMs that specifically handles some aspects of your business, ConvergeHub empowers you to manage your entire business through one system. It lists all your contacts and calendar marked events including all corresponding related records etc.

New to ConvergeHub application? Sign Up for FREE TRIAL and get the power of a unified Business Management Platform.

What is multi-channel customer engagement, how to benefit from it

Today there is a very thin line of difference between the prices and products of companies. As a result – customer service is the only way to differentiate a brand from others. This is why it is crucial for every business (especially the small and medium-sized) ones to provide a stellar multichannel customer care. Tools like CRM are apt for these cases as they empower SMBs to provide a high level of service, that leads to an increase in customer satisfaction and retention rates.

What is multi-channel customer engagement, do you know how to benefit from it? Accept it or not: We have entered into the world of multichannel that calls for nothing less than immediate service. Not just the customers but targets, leads and potential buyers also contact a brand at any moment through any channel and expect a response within a few hours. Sounds difficult?

While the large-scale organizations have managed to sail through the increased demands of the customers – it’s the small and medium-sized organizations that are stuck somewhere in the middle. That’s because these organizations are not in a good-enough position to support multiple channels simultaneously. Although they have implemented the multichannel customer care, but with constricted resources, people, time and money, they are failing to deliver excellent quality service.

So is it that the small and medium-sized organizations are aiming for an unreachable goal?

And they should just concentrate on single channel service care until and unless they are not technologically and team-wise equipped enough to handle multichannel customer care.

But will doing that help the organizations resolve the customer issues in a timely way?

Imagine the consequences that an organization will face when it will blatantly state the line – “We don’t engage here”

As Richard Colley puts it – ”it will simply show to the customers that the organization does not care while will result in easy switchover of allegiance.”

So what should the small and medium organizations do?

The answer is: maintain a fine balance!

Delivering excellent customer service regardless of the channel where customers submit requests is not that complicated as it is made to be. Certainly we do not mean to say that it is very easy and quick but with tactical planning and strategization – the most newest of startups can also accomplish multichannel customer care. Wonder how? The answer lies below:

CRM – Multichannel customer care platform

Surprised to see the name of CRM crop up? Thinking how a CRM tool can help you meet the needs of the customers across channels?

Well – what we are talking about here is not a simple standalone and traditional CRM solution that can only map the post sales customer requests, that too only the ones which get submitted into the application by the team.

Rather what we have brought into discussion here is a New-Age Cloud based CRM that acquires, streamlines and manages all customer interactions in a single, shareable and updatebale repository. And hence the title – Customer Success Platform.

1. Synchronization of channels: Retail stores, customer contact centers, social media, emails, FAX and online forums all come under the periphery of CRM. This makes it easy for the organizations to provide consistent knowledge and support on multiple channels CRM. This makes it easy for the organizations to provide consistent knowledge and support on multiple channels.

Further, organizations get a consolidated profile of their customers and their interactions and activities. So whether customers are making a purchase online, renewing a service through phone, or resolving a problem through social media, CRM maps the entire customer journey and provides a 360 degree view of the customers in one snapshot.

2. Data Capture: Without any expensive up-front capital and maintenance costs, CRM seams the different steps of customer journey (that is browsing, comparing, buying, sharing, and upgrading) by capturing the information across different sales, marketing and service channels. It then converts the vast quantities of data into useful, actionable information.

3. Insight-driven personalization: Comprehensive view of the customers brings key information insights at the fingertips of the sales, marketing and customer service agents. Leveraging the information, companies proactively interact with the customers’ at the most opportune time. They identify the common channel transition points and simplify the end-to-end customer journey to create a personalized, omni-channel ‘one-in-a-million’ experience.

Final Words

All those organizations stressed by the increased demands of customers who want a response wherever and whenever they ask for help – CRM is your answer. It helps you provide a consistent, contextual, smooth and unified experience to the customers on all possible mediums.

So without wasting another hour – start with your cloud CRM search NOW. And post its selection and implementation – step back and look at the ease and convenience that you are providing to your customers. Irrespective of the channel that your customers choose – CRM will make you agile to provide quality, consistent, and effective service within the expected time period. It will help you acknowledge and resolve the support requests, while keeping the customers informed throughout the process.

ConvergeHub + GoToMeeting Integration

ConvergeHub is one of the select CRM applications that has went ahead with the integration of GoToMeeting within its platform. GoToMeeting is a solution that provides the facility of holding online meetings, screen sharing, HD video conferencing and audio conferencing. With the integration of GoToMeeting within ConvergeHub, now users can hold online meetings/discussions with customers, clients, colleagues or business associates from within the CRM. This blog gives a detailed outlook on ConvergeHub and GoToMeeting integration and shows the steps for adding the app into the CRM account.

Your CRM helps you streamline and monitor sales, marketing and customer service activities. It helps you in document management and project management too. Great!

But ever imagined if your CRM could also enable you to present product demos or hold sales presentation to your customers?

Seems to be a far-fetched thought? Not really!

ConvergeHub (CRM Idol 2014 Semi-Finalist and Community Choice Honoree in Small Business Influencer Awards ) has integrated within its cloud CRM platform – GoToMeeting, the world’s renowned online meeting and collaboration solution.

How does ConvergeHub and GoToMeeting integration benefit you?

You get to do Simple and Quick Web Conferencing Anytime Anywhere!

Right from screen sharing to HD video conferencing and audio conferencing, you can conduct any form of online meetings with your clients, colleagues or business associates positioned across the globe.

How does this create value for your business?

1. Increased Sales Productivity: You can close deals more quickly by holding one-to-one sessions with leads and customers from any possible location and time. All you need is an internet-enabled device to access ConvergeHub and showcase your product and service offerings to your customers and partners situated across the world.

2. Improved Employee Performance: Your team does not waste time on system integration or streamlining data siloes. Right from the CRM itself, they can execute online presentations to engage with their target audience or do web conferencing to follow up with existing clients.

During the course of providing impromptu demonstrations of products , they can access all the product, service or client related information from the CRM repository.

3. Reduced travel and operational costs: In view of the fact that meetings can be held online, you can reach your global customers within minutes and present your product demos or sales presentation without traveling.

Sitting in your cabin or unwinding at your home – you can invite up to 25 attendees and then conduct any type of business-grade web conferencing session (such as customer presentations, business planning or staff meetings).

Most importantly – Meeting participants (clients, employees, business associates) do not necessarily require to install the GoToMeeting application or have account in GoToMeeting. By just clicking on the invitation link (sent by you), invitees can view and join meetings instantly.

4. Easy Meeting Analysis: From the CRM, you can monitor meeting schedules and meeting status. Plus, you can analyze meetings’ types and durations along with the number and names of attendees per meeting.

Whenever required, you can download the meeting data from the CRM to revise the discussion held and brainstorm over the key points.

Impressed with the Benefits? Start your online meeting with ConvergeHub NOW!

Setting up GoToMeeting within ConvergeHub

The steps below illustrate how you can start with GoToMeeting within ConvergeHub in minutes

  • Click on Get App to include the GoToMeeting app in the My Apps section

  • Click on settings to start the integration process

  • Provide your GoToMeeting account credentials in the pop up section and complete the successful integration of the GoToMeeting app into the user account

  • Get the GoToMeeting option for all leads, contacts and accounts stored in the CRM system

  • Click on the GoToMeeting option to start using the functionality
  • In the pop up window, set the name of the meeting, start date and end date

Under the Invitees Tab, enter the total meeting invitees

Click on save to store the meeting information in the system.

New to ConvergeHub cloud based CRM software? Sign up for our FREE Plan.

Cases has become a whole lot better! (Release Update on 12th May 2015)

We are glad to announce the most-crucial update done within ConvergeHub application. What you get now is a revised and revamped ‘Cases’ module that is faster, better and effective! We have integrated add-ons like automation and streamlined communication within the section to help you deal better with your customer queries. So what are you waiting for? Read the Release Update to learn in detail about the new cases module and be ready to elevate your relationships with your customers.

We have completely revamped the ‘Cases’ module. Unlike what you experienced till now – this is a whole NEW functionality that has come your way!!!

What are its main USPs

Automatic formation of cases in ConvergeHub

Customer complaints/service requests will get automatically forwarded to your specified email address and then generated as ‘Support Tickets’ within the CRM application. Once this is done, the customers will get notified about it through email.

Automatic assignment of cases

You can select an agent to whom all the support tickets will get assigned to. The agent will get an email notification regarding the same. Depending on the convenience, the agent can log into ConvergeHub to respond to the ticket or reply directly from the mail itself.

Streamlined Communication

All the conversations happened between your company and customers will get listed as threads in one page. Anytime Anywhere – you can get an exact view of the case details and the conversations taken place. This will increase business productivity, eliminate double data entry and ensure that complete information on customers’ cases is captured and accessible across the department and management.

Happy with the new Cases Module? Share your experience

We want to hear your comments. What did we do well? What can we do better? Whether you want to compliment or provide feedback –  your comments are welcomed and valued.

What does Digital Transformation mean? What are its nine core elements?

Digital Transformation — is the phrase of the moment. Following the footsteps of the big global corporations, existing and upcoming startups are gearing towards the bandwagon of digital transformation too. But surprisingly where most of the small and medium-sized businesses are preparing for this change, not many hold a clear concept about it. Which obviously leads us to the BIG question – How will the small businesses apply the trend of digital transformation? Even if they do, what will be the success ratio?

With us you will know What does Digital Transformation mean. Before proceeding to embrace the digital transformation trend, it’s indispensable that small business entrepreneurs precisely get a notion of

what digital transformation involves

what are its prerequisites

what elements function as the building blocks of digital transformation.

In what holds below is a detailed discussion on Digital Transformation and its Key Nine Elements extracted and paraphrased from the study conducted by Capgemini Consulting and the MIT Center for Digital Business.

Read the findings to develop the right perception of Digital Transformation.

Digital transformation is the use of current set of technologies to improve the performance and productivity of businesses. The big shot executives of high profile enterprises (that involves CEOs, business managers, marketing heads or COOs and IT and technology leaders) are using analytics, mobility, social media, smart embedded devices, ERP and CRM to better

customer relationships

internal business processes

value propositions.

As per the report, the degree of digital transformation is not same. Every enterprise is transforming to a degree that they believe is right and experiencing varying levels of success. While majority have transformed their organization in total, others are still doing only the basics. The idea is perhaps to first study the different digital activities that can offer good opportunities for the business transformation and then proceed.

However, in the midst of all these differences, what unite businesses together are the areas that feature in the list of transformation. According to the study, businesses have been focused to digitally transform mainly three key areas of their enterprises that are:

Customer experience

Operational processes

Business models.

And it is these three areas that combine together to form the Nine Elements of Digital Transformation.

1. Customer Experience

To digitally transform customer experience, businesses have concentrated on three sub areas:

Customer Understanding

Companies have invested time and effort to deeply understand their customers’ psyche. Right from social media tools to customer analytics systems – companies have taken advantage of these to gain an in-depth understanding of the target audience geographies and market segment and factors that leads to their dissatisfaction.

In addition to these initiatives, companies have built online communities to grab more opportunities of interaction and come closer to the customers.

Top-Line Growth

By now companies have realized that boring selling pitches do not serve any purpose. Rather they just push back the customers’ away. That’s precisely why many companies have used technology to hone sales conversations and pitches. Paper-based documents have given way to tablet and mobile-based presentations.

That’s not it – to present more targeted and effective sales pitches, companies are using insights from customer purchasing data. Tools like cloud CRM are getting used to streamline chunks of customer data, analyze them and derive actionable insights.

Customer Touch Points

Companies are offering prompt and personalized service across multiple touchpoints like introducing customer service based apps. They have brought the necessary changes within the internal operational processes to provide an integrated service across channels. For instance, the study cites the reference of a well-known bank that has established a Twitter account to answer client complaints quickly. Inevitably, this has added to the customers’ convenience, empowering them to share and resolve their issues from anywhere. Going to the bank for resolving query is no more an obligation.

2. Transforming Operational Processes

To digitally transform the operational processes, businesses have concentrated on three sub areas:

Process Digitization

It is nothing but a more sophisticated term for process automation. Businesses are capitalizing upon automation tools to improve the efficiency of their process and free their resources from behind-the-scenes work. Be it the automation of the HR function or the data entry processes, businesses doing all these and much more to make their people refocus on more strategic tasks.

Worker Enablement

The trend that started with Google has now gradually caught up with the other top notch companies. According to the study, a large percent of global firms have made the working and seating pattern flexible. Employees have the ease to work from home or office. There is no fixed place for any. Employees can simply sit beside those with whom they are presently collaborating and working.

All this is done to ensure greater collaboration, knowledge sharing and networking among the workforce and speed up the work from conception to final delivery. With easy and quick communication within the team, employees are getting their queries resolved in real time and gaining access to the right resources.

Performance Management

Transactional systems are exhaustively used in both internal and customer-facing processes. Now, the managerial executives have deeper insights into products, regions and customers, and make strategic decisions based on real data instead of assumptions. Managers have the resources in front of them to compare and contrast the data in ways they could not do before.

3. Transforming Business Models

To digitally transform the business models, businesses have concentrated on three sub areas:

Digitally Modified Businesses

Companies have incorporated digital mediums and technologies within their operations. As per the study’s research, majority of the companies have used digital to share content across organizational silos. While they have not totally wiped out the traditional processes, they have started using digital channels to transform a new growth in business.

New Digital Businesses

The introduction of digital is not merely limited to business process. Companies have brought digital products to complement their existing line of traditional products. The idea is to expand the boundaries by venturing into digital.

Digital Globalization

Companies have expanded from multinational to global. Using the Digital technology they have expanded their operations around the world. Without a doubt, expanding the operations worldwide has boosted the overall profit of the business and made them more flexible in nature

Final Thoughts

The study strongly advocates the fact that Digital transformation requires strong leadership and vision. Small businesses need to follow the footsteps of their bigger counterparts but at the same time have their own vision regarding what parts of the company they want to transform.

What needs to be understood primarily is that it’s not possible to implement digital transformation in all the three areas at once. SMBs need to start slowly by implementing the new-age digital technologies like customer engagement platform and social media monitoring tools. Depending on the progress, they need to identify new ways to further adopt the digital era.

What’s new in ConvergeHub (Release Update: 12th May 2015)

We have released a new set of crucial updates in ConvergeHub. It incorporates multiple features and enhancements that users have been asking for since the product launch.

Advanced Search

Most of the fields under ‘Advanced Search’ now hold checkboxes instead of a simple dropdown. Using the checkboxes, you can select multiple values instead of just one. This increases the advanced search functionality and helps you to filter the data based on multiple criteria.

Project Module

1. ‘Assigned To’ field in the ‘Add New Project’ section.

While creating a new project in ConvergeHub, you can directly  assign the project to any of your sales, marketing or customer service representatives.

You can also assign the different tasks and sub tasks created under the project to one or more users.

2. ‘Copy’ functionality in the Projects module.

Most often we are required to create two or more similar projects in the CRM. In such cases, it doesn’t makes sense to do the work all over again. Just to cut short this procedure, we have introduced the option of Copy.

Now every time, you have to create a project that is similar to anyone already listed in ConvergeHub, simply copy that project, do the minor tweaking and store it with a new name.

Time Saved! No need to go through the long process of creating the project fresh in ConvergeHub.

Thai Language

We have introduced Thai-language support to ConvergeHub. Now you can change the language settings in the admin panel to create Thai translations for each module. This feature will help you to reach and engage with your Thai speaking employees, customers and associates who are more comfortable in their native language.

Display Chart

One of the commonly used modules in ConvergeHub is Reports. Just to help you get more value out of it, we have added ‘Display Chart’ functionality in Tabular Reports.

Check out Tabular Reports to see how you can view the reports’ data in a graphical presentation in the form of Pie Chart, Vertical Bar Chart, Horizontal Bar Chart, Line Chart, Donut Chart and Funnel Chart.

Aggregate Functions

Summary Reports now support a set of ‘Aggregate Functions’.

The new Aggregate functionality lets you find out Sum, Average, Minimum Value and Maximum Value of a group of data; and then view it via powerful charts and graphs.

For example, average lead score or average lead revenue through a Summary Bar Chart.

Thank you!

Thank you so much for being a ConvergeHub user. In the coming months, a series of enhancements are scheduled to get integrated within ConvergeHub small business CRM application. Stay glued to our website to know what’s in store.

ConvergeHub Team

P.S. Twitter is a great place to reach us.

Official ConvergeHub account:

https://twitter.com/convergehub

How do you benefit from the Business Automation feature of ConvergeHub?

ConvergeHub offers business automation to help its users speed up their sales, marketing and support activities. Using the automation functionality, users can define a set of rules that get automatically executed when the set criteria is met. Right from assigning tasks to users to sending follow-up emails to customers – all these manual and behind-the-scene work gets computerized by the application. This improves efficiency by eliminating the manual work, reduces operating costs and accelerates the business process.

Its 12 pm and you still haven’t got the time to call up your prospects. Reason – you are busy assigning the new 20 leads to your sales team.

In business, there are numerous everyday activities that take up majority of our time. Doing them manually daily does not really seem feasible in today’s competition when every second counts.

That’s precisely why ConvergeHub offers the functionality of Automation.

Using ConvergeHub, you can set up automatic tasks, replies, alerts, and notifications in advance. That’s not all – you can create and automate workflow procedures and set rules in relation to case and leads assignment.

So whether it is your sales manager who needs to daily assign leads to various sales reps or your customer support team who daily needs to send pre-sales and post sales follow up emails to customers – both can automate these activities to save time and effort.

The idea behind Automation is simple: To let you work smarter instead of harder!

Instead of slogging in for more hours, ConvergeHub Small Business CRM solution empowers you and your team to get the same job done in less time. Automation eliminates the necessary (but time-consuming) tasks associated with selling, marketing and customer service.

Result: your team gets freed up from the tedious, repetitive behind-the-scenes work to concentrate on the more constructive tasks.

How to Set up Automation Rule in ConvergeHub

New automation can be added by clicking on

add new automationlink in the left column or by clicking on

new automationoption in the upper right corner of the automation listing page.

1. Enter the Automation Rule Name.

The automation Status can be set as Active or Inactive. When the automation is set as Inactive, the various threads which were initiated during the active automation status will still be executed as per automation schedule.

Set the Trigger Point and Trigger that explains on which specific action and activity will the automation take place.

Select the Related To field to choose the modules (Leads, Accounts, Contacts, Deals, Targets, Products and Cases) for which you want to run the Automation.

Please Note: If required, you can run the Automation at different day and time intervals.

Daily: Automation can be scheduled to occur Daily or you can specify the number of days after which the Automation will run. You can schedule the Automation to occur particularly during Weekdays or Weekends. You can also specify the Date Range for the automation.

Weekly: Weekly recurrence can be set by entering the number of Weeks after which the Automation will trigger off. You can categorically select the days in the week for which you want to schedule the automation.

Monthly: You can select specific number of days in every month, the day of a week of every month as well the whole Month for which you want to run the automation.

2. Define the Criteria that will be applicable for the Automation. Multiple Automation criteria can be added depending on the requirement.

3. Define the actions which should occur when an automation is triggered. The actions can range from creating tasks, sending email notification, scheduling event to creating a lead or running a report and more.

4. ConvergeHub allows you to stop the automation at any given point and time. To do this, you need to simply set the Stop Criteria.

5. Set the Stop Action. It is related to Stop Criteria and defines the action that will happen once the automation is put to a halt.

6. Click on Save to complete the automation process.

Try ConvergeHub Automation Feature and send us your feedback on the same. We will take in your suggestions and try improving the process further.

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