How to keep track of the communication between your colleagues and clients
Posted by Martijn van der Hoeden
Today’s customers and clients expect quick responses out of your organization, but that’s impossible if their messages languish in your inbox. You could end up missing out on important requests that come back around further in the project, or frustrating the client enough that they go to another company. Here are a few ways to track communication with your clients and customers.
Move Communication Into a Centralized Panel
Get visibility into whether or not your people are talking with clients and customers through a centralized panel that gives you an all-in-one view. You can see whether vital communication gets missed and speed up your response time to avoid these lapses. You also don’t need to worry about losing access to client records simply because you can’t access someone’s email inbox. Everything becomes much smoother on the communication front when you centralize your processes.
Automate Reminders and Follow-Up Resources
Even the most organized employee can let a client slip through the cracks. They might assume that they already responded to the message or simply overlooked it when checking their messages.
Automated reminders let your team know about important communication events, such as a client question going unanswered for a set period. You can also automate the responses to provide customers with helpful resources as an automatic follow-up to any inquiries.
Look at Overall and Granular Trends
A robust professional services organization solution, such as Unit4, gives you the tools to analyze the data you gain from bringing your client conversations into your projects. You can look at overall trends in the information, such as how many projects get delivered on-time and on-budget with each team. You can also narrow your focus and look at the granular trends.
Are you seeking more ways to improve operations at your professional services organization or could use additional help addressing the challenge of scope creep? Watch our on-demand webinar "How to Boost Performance in a Professional Services Organization" for actionable advice that puts you on the path toward optimizing your resources and getting more out of your people.