Most CRM implementations never live up to their original expectations or business case projections, largely because sales reps don't want to use them. Why? Because CRM users view the required data entry as a chore that adds no value to their job (and in the case of sales reps, increases their non-selling time). Once CRM is implemented, it’s perceived as a “monitor and report” system that requires a significant amount of time to keep current, with all the benefit accruing to managers rather than end users.
The fundamental disconnect here is that managers need CRM for pipeline reporting, activity monitoring, and the preservation of “customer history”, whereas end users receive no value from the countless hours required to keep the system up to date to achieve these objectives. This results in the common problem of compliance. A company spends a significant amount of time and money to configure, integrate, and deploy a CRM system, only to find that it's barely used, and the data being entered is of poor quality. In the end, most CRM implementations become nothing more than a glorified contact management system.
Like other CRM systems available today, Complexica's "Touchless" CRM can provide your company with a 360 degree view of each customer, a historical record of all interactions, and a variety of reports, alerts, and notifications. The difference, however, is that our "Touchless" CRM can provide this without burdening end users with unnecessary data entry. How? By using the Artificial Intelligence to monitor end users as they go about their job – analysing their plans, tasks, and executed activities – and then automatically updating the relevant customer records. We believe that the less time your staff spends updating CRM, the greater their compliance will be.To explore how our AI-driven CRM can meet the needs of your organisation, please contact us