How can you streamline your communication with clients using CRM?

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Communication is a key skill for any client relations professional. You need to keep your clients informed, engaged, and satisfied with your services. But how can you manage multiple clients and projects without wasting time and resources? One way to streamline your communication with clients is to use a CRM (customer relationship management) system. A CRM is a software tool that helps you organize, track, and automate your interactions with your clients. In this article, you will learn how to use a CRM to improve your client relations in four steps.

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Lígia Gon?alves

??Simplifico e (re)estruturo sua área comercial para gerar resultados contínuos e consistentes.
Lilla Dilliway MSc Surv, CeMAP, CeRER

Helping brokers and their clients through technology

1 Choose a CRM that suits your needs

There are many CRM options available in the market, but not all of them are suitable for your specific needs. You need to consider factors such as your budget, your industry, your team size, and your goals. For example, if you work in a creative agency, you might want a CRM that integrates with your design tools and allows you to showcase your portfolio. If you work in a consulting firm, you might want a CRM that helps you generate proposals and invoices. Do some research and compare different CRM features before you make a decision.

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Lilla Dilliway MSc Surv, CeMAP, CeRER

Helping brokers and their clients through technology
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ClientTree is a CRM system specifically built for UK mortgage and insurance brokers. It's not a generic CRM that requires customisation, but one that already incorporates industry-specific fields, features and integrations. ClientTree also differentiates itself by having a client-centric design, which enables brokers to easily see a client's portfolio, past and present transactions and has the flexibility of having different co-applicants without having to re-do a fact-find. The system also offers some unique ways to reduce admin, help brokers during the research phase as well as sending automated emails like customisable remortgage reminders.

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2 Set up your CRM with relevant data

Once you have chosen a CRM, you need to set it up with the relevant data for your clients and projects. This includes contact information, communication history, preferences, feedback, contracts, deadlines, and milestones. You can import data from your existing sources, such as email, spreadsheets, or calendars, or enter it manually. The more data you have in your CRM, the more insights you can get about your clients and their needs. You can also segment your clients into different groups based on criteria such as industry, location, or service level.

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Lígia Gon?alves

??Simplifico e (re)estruturo sua área comercial para gerar resultados contínuos e consistentes.
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Garanta que o CRM contenha informa??es detalhadas sobre intera??es anteriores, preferências dos clientes e histórico de compras. Personalize as funcionalidades do CRM para automatizar tarefas como envio de e-mails, seguimentos e agendamento de lembretes. A integra??o de dados relevantes melhora a eficiência na comunica??o e permite respostas mais rápidas e precisas, resultando em um atendimento ao cliente mais ágil e eficaz.

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3 Automate your communication with clients

One of the main benefits of using a CRM is that it allows you to automate some of your communication tasks with your clients. For example, you can set up email templates and workflows to send personalized messages to your clients at different stages of the project. You can also create reminders and alerts to follow up with your clients and keep them updated on the progress. You can also use your CRM to schedule meetings, calls, or webinars with your clients and sync them with your calendar. By automating your communication, you can save time, avoid errors, and increase consistency.

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Lilla Dilliway MSc Surv, CeMAP, CeRER

Helping brokers and their clients through technology
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ClientTree enables a wide variety of automated emails to be set up. Be it in relation to client/introducer portals, mortgage/insurance transactions or newsletters/marketing campaigns. One of the most popular options is sending remortgage reminders based on client and mortgage details already available in the CRM system. The broker/admin now doesn't have to spend time gathering all the details and putting an email together - the CRM does that automatically and at a time (or times) chosen by the broker prior to the deal expiry date.

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4 Monitor and measure your communication with clients

Another benefit of using a CRM is that it helps you monitor and measure your communication with your clients. You can use your CRM to track metrics such as response rate, satisfaction score, retention rate, or referral rate. You can also use your CRM to collect feedback from your clients and identify areas of improvement. You can also use your CRM to generate reports and dashboards that show your communication performance and impact. By monitoring and measuring your communication, you can evaluate your results, adjust your strategy, and improve your client relations.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Lilla Dilliway MSc Surv, CeMAP, CeRER

Helping brokers and their clients through technology
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When you have a broker firm with multiple employees, sharing information between colleagues becomes just as important as communication with clients. ClientTree helps you with this, where permission layers can be set up for permanent arrangements, e.g. a boss would always like to have visibility of their brokers' clients, while temporary permissions can also be managed for events like holiday cover or sickness cover. No more fumbling around with sharing paper files or case folders - just mark the client whose details you'd like to share with a colleague and when you're back, you can cancel the temporary permission. Or if you can't do it due to an unexpected event, then a colleague with the right permission can do it on your behalf.

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How can you streamline your communication with clients using CRM?

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1 Choose a CRM that suits your needs

2 Set up your CRM with relevant data

3 Automate your communication with clients

4 Monitor and measure your communication with clients

5 Here’s what else to consider

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