Technology is revolutionizing the way manufacturers run businesses day-to-day in the digital era. CRM systems can leverage the Internet of Things (IoT; a system of interrelated computing devices, mechanical and digital machines that have the ability to transfer data over a network with no human interaction) to enhance end-to-end processes by connecting products, devices and equipment. IoT has the ability to drive insights throughout sales, customer service and marketing departments. The intelligent coupling of IoT and CRM have the ability to help manufacturers elevate customer experiences by enhancing efficiency and heightening visibility.
Let's look at the impact of IoT and CRM on manufacturing companies.
Optimized Customer Experiences
Customers always want to save time. Providing efficient services is key to business success. Research has shown that many customers will move to another brand due to a lack of efficiency and a unique experience; IoT and CRM can make it possible to enhance customer experiences in various ways. Manufacturing firms can identify errors and fix them before customers even notice - when issues are solved promptly and accurately, both sales representatives and customers can benefit from this seamless experience. Once the issue is identified, it can be resolved and prevented from happening again. Having all customers’ order history and account information in your CRM system can enhance customer service by speeding up processes. These are some of the improvements manufacturers are already seeing when they connect IoT devices with their CRM systems.
Smart devices are used to collect data on where and when your product is used by specific customers, which helps manufacturing firms deliver personalized interactions. Having scattered or unstructured data can be challenging for manufacturers. Even smart organizations struggle to make better operational decisions if data is siloed within separate ERP and CRM systems; organized data leads to better decision-making. Experts have developed a solution app called Commercient SYNC, which takes data that is spread on-premise and in siloed data systems, synthesizing it into a system that can help organizations discover, manage and integrate data over its entire lifecycle.
Customers value unique and efficient experiences more than anything else when engaging with brands. The enhanced capabilities of CRM systems, when connected with IoT, can lead to increased sales. IoT can detect customer dissatisfaction, assisting sales reps to put together a tailor-made strategy for each customer. It can also provide predictive analytics on when to reach out and which channel to use when offering discounts or vouchers to retain their loyalty. Marketers can also leverage these insights to deliver content to the specific target audience at the right time.
Utilizing IoT and CRM enables manufacturing firms to become more connected enterprises, and enables a business to discover innovative ways to engage and connect with customers.