Customer Relationship Management (CRM) tools are a critical component of any profitable organization. CRM is the largest and fastest-growing enterprise software category today, according to recent research by Gartner. This is evidenced by global investment in CRM software last year, a whopping $48.2 billion, and growth is not expected to slow anytime soon. Your company is likely investing in a CRM system to manage your customer journey experience (CJX). But are you fully maximizing the return on that investment?
Take some time to evaluate your organization’s ability to maintain and manage data within your CRM system. Do you have the right team in place to rapidly respond to every one of your customers’ needs? Finding the right administrator is essential to executing a winning customer strategy, but that often requires significant investments of time and money. Quality CRM system admins often command salaries into the six figures, not including the cost of benefits and requisite ongoing training.
However, by outsourcing a system admin solution, you can cost-effectively streamline CRM task management and improve customer satisfaction. A centralized model will empower managed service providers (MSPs) to handle large amounts of customer data so your team can focus on other strategic business initiatives that drive success and revenue growth.
Businesses that employ CRM system administration-as-a-service will see benefits in four key areas:
#1 – Save, Don’t Scrimp
CRM can increase revenue by 41 percent per salesperson. Just imagine this type of return on investment in your own company! As you know, a CRM will track every single customer interaction and provide a more comprehensive overview of the business-customer relationship. It’s been proven time and again to be more cost-efficient to retain and expand an existing customer than it is to acquire a new one. CRMs and the system admins who manage them assist in developing smart strategies to help you accomplish this. This increased insight helps companies more effectively target prospects, better meet the needs of current customers, and identify opportunities to enhance customer relationships through cross-selling or upselling; all of which drive revenue growth.
Admins support a wide variety of CRM system setup & customization, data management, and analysis tasks. These responsibilities can often end up bottlenecking an IT team and taking them away from more strategic projects, resulting in higher operating expenses and fewer resources. Outsourcing admin duties means you save money on recruitment, hiring, training, certifying, and re-training staff. System admin-as-a-service manages daily CRM utilization, configuration, and data management tasks. By outsourcing this support, organizations can eliminate the burden of hiring a full-time certified CRM administrator and all of the related costs that come along with it.
With system administration-as-a-service though, you pay a monthly subscription cost. So in addition to generating more revenue through enhanced customer experiences, this solution saves businesses even more money with predictable cost control. Talk about efficiency!
#2 – Employee Turnover
We know you have high standards for your business. But to meet those standards and stay relevant and impactful, system admins must receive regular education and training, all while keeping up with the latest industry trends and best practices. That’s a lot to deal with.
There’s peace of mind that comes from working with partners you can trust and rely on while focusing your attention to other aspects of your business. Administration-as-a-service can benefit companies like yours because you can hire employees for other crucial positions within your organization, improving performance and efficiency across all internal departments. Knowing you have a dedicated team that will regularly be held accountable to maximizing your CRM system saves you money that would otherwise be spent on hiring, training, and managing staff.
Outsourcing CRM administration to a trusted partner also reduces employee churn rates. Did you know that it takes three to six months to hire and train a certified Salesforce admin? And then, there’s no guarantee they’ll stay with you. However, by working with a managed service provider (MSP), companies are guaranteed a pool of reliable and experienced administrators to manage any tasks that come into their CRM. Any concerns you might have about investing resources to train and certify a system admin, only to see them leave your company, are dismissed when engaging an external partner to manage your CRM.
#3 – Expertise
As trends, technologies, and operational models continue to evolve, an outsourced MSP will constantly stay up to date on certifications and best practices. This knowledge is then regularly shared across admins. More frequent and open communication between your outsourced CRM administrator and your internal teams will result in more accurate customer data and improved customer outcomes. Knowing and sharing the information is important, but putting the information into action takes talent. Many MSPs have specialized and proven methodologies for CRM management they’ve refined over the years, which enables consistent and high-quality work and depth of knowledge among outsourced CRM teams. For instance, ServiceSource has implemented and managed more than 200 Salesforce organizations over the past few years, with more than 100,000 licenses, and our experts around the world have collectively achieved more than 100 Salesforce certifications.
#4 – Implementation Timeline
Investing in a qualified team of intelligent professionals will also accelerate your CRM implementation or change the timeline. Administrators assume immediate management of the daily CRM responsibilities, compared to advertising a job opening, interviewing candidates, negotiating salary and benefits, and onboarding new staff. System admin-as-a-service delivers results right away.
The business case here is quite clear – the benefits of employing system administration-as-a-service heavily outweigh going it alone. When choosing the right MSP for your company’s CRM needs, be sure to consider factors of cost, staffing, experience, efficacy, and speed.
Entrust your CRM to dedicated admin experts who know those systems inside and out. You’ll improve CRM utilization, maximize your system ROI, reap the rewards of lower costs, and reduce employee churn rates. “Three out of four consumers say they spent more money with a company because of a positive customer experience.” Are you ready to capitalize on that opportunity right in front of you?
Leading B2B companies around the world rely on ServiceSource’s system administration-as-a-service solution to improve customer satisfaction, grow revenue, and increase retention rates. Reach out to find out how we can elevate your customer journey experience.