In recent years, CRM platforms have gained ground in companies of all sizes. In fact, 91% of organizations with more than 11 employees use the system to improve interactions with customers and obtain positive results in terms of loyalty and satisfaction.
Other studies indicate that companies that already adopted a CRM system boosted lead conversions by 17% and customer retention by 16%, in addition to a 21% improvement in agent productivity.
If you want to see how companies have incorporated and improved their performance with sales CRM, stay here!
In this post we show you 3 examples of CRM in companies that are success stories in terms of productivity, integration between sales and support teams, and commercial growth.
What is a CRM?
CRM (Customer Relationship Management) is a tool that accompanies the customer’s journey, from the prospect to the post-sale . It focuses on managing user data to provide more personalized service , increase customer retention, and improve efficiency in business operations.
Its main functions are:
- Automate tasks and create bots with AI ;
- Manage work team tasks efficiently, through collaboration tools ;
- Establish personalized conversations between company and client through messaging ;
- Produce data to inform or improve business strategies.
Below are some examples of CRM in companies that we identified as success stories.
3 examples of CRM in companies marked as success stories
1. Product Library
Producteca is an integrative solution for e-commerce processes, through which companies from various branches can synchronize their catalogues, stocks, prices, sales orders and logistics information, with online sales sites and the most important marketplaces in Latin America. .
After significant growth in 2020, the company designed a strategy to strengthen the customer service area .
While they used sales CRM and support platforms , these tools did not provide truly useful metrics for the company or complete visibility into the customer journey. In addition, the information was analyzed manually, which required time and company resources.
Faced with these difficulties, Producteca wanted a platform that concentrated everything in a single workspace, to have access to updated data in real time.
Once you implemented sales CRM, you were able to collect and store valuable information about your customers (such as preferences, purchase history, and previous communications), allowing sales teams to offer more personalized and relevant service, as well as providing a more satisfying experience .
Producteca chose Zendesk for several reasons:
- possibility of customizing the platform and adapting it to already established procedures;
- for the data it offers about the company’s operation;
- for the practicality of use.
Not coincidentally, according to the Zendesk CX Trends 2023 report , 81% of business leaders clearly recognize that providing exceptional customer support and experience drives company revenue and consider it a growing priority for the coming year.
If you want to be inspired by this case of CRM in a successful company, read the full Producteca story here.
2.Freshly
Freshly is a subscription meal service that experienced exponential growth, scaling from 30,000 meals a week to nearly 1 million. In the same period, the company went from having 100 to 2,000 employees.
After years of using Zendesk for customer service , Freshly decided to try sales CRM software and couple it with their internal system. He chose it because of its customizability and ease of learning by the team.
Zendesk’s CRM was adapted to the company’s processes, which defined its new sales pipeline and cross-functional workflows with the help of data visualization, labeling and unique dashboard resources .
Departments with different needs and different forms of organization were able to contribute to the definition of the pipeline.” Ben Segal, Associate Director of CX
If you’re looking for a CRM case study at a company that grew rapidly, read the full Freshly story.
3. Shipit
Shipit is a Chilean company that helps retailers automate, monitor and manage the shipping system in one place. Through its technological platform, an e-commerce store can easily contact the logistics provider that best suits it.
When the company began operations, communication with customers and couriers was carried out through email or telephone, with only one person responsible for this task.
With rapid growth during the pandemic, the demand arose to implement a platform that would provide the support Shipit needed to better manage its customer service.
“The specific objective of using Zendesk was to be able to analyze and measure how our customer service was working, in addition to organizing the requests we received daily,” said Tomás de la Carrera, head of Customer Experience at Shipit.
With the support of Zendesk , Shipit met this impressive growth: it increased its customer satisfaction rate to 80% and now has 18 people dedicated to the company’s Customer Support.
Become a success story in customer experiences with Zendesk
Now that you know these good examples and how CRM tools help increase team productivity, we show you how with Zendesk Service you can provide an exceptional experience to your customers.
