利用VIdegree愛 客戶後,加寬了我處理客戶事項的幅度,以前每天處理8~10件客戶問題總是人仰馬翻,佔掉一天60%時間,現在透過系統化服務提早提醒預防問題,不但將每日客戶突發事件從8~10件降到3~5件,更能把70%的時間花在銷售與客戶陪養感情,再也不用忙著滅火,使工作行程一團混亂。

「保險業強調的是人與人的關係,但該如何讓服務在客戶需要服務之前,這就要靠詳細的資料管理了。」大旺通訊處黃正雄區經理認真地說,資深業務應該是如何提升客戶滿意度進而轉介紹客戶,也就是老客戶介紹新客戶。

保險員如何跟客戶溝通的管道跟方式一直在變!「以前可能是電話簡訊,現在幾乎都是透過Line跟客戶噓寒問暖,但是Line太發散,不能做資料管理分析。」所以黃正雄很重視保戶關係管理軟體,也試用過市面上許多的軟體,不是客服不夠貼心就是太針對junior的活動量管理,「VIdegree愛客戶是我萬中選一,它具備了許多主動行銷的概念。」黃經理開心地說。

「客戶量多時,我們永遠只會去拜訪較熟的客戶,但因VIdegree愛客戶中「顯示附近客戶」的功能,便可知道所處地有哪些較少聯絡的客戶,順道去打個招呼、聊聊天就可以增進感情,也更容易讓客戶在需要保險時就想到我。」黃正雄讚賞地分享。與客戶聊過的事項可即時記錄在愛客戶中並直接轉成工作提醒,客戶的重要事項都不遺漏。

現在許多保戶都會利用信用卡扣款,而信用卡有效年月到期時便會遇到當期保費無法扣款即需改成現金或轉帳繳費,當客戶收到這樣的訊息時就會產生抱怨,「過年前,剛好遇到一批信用卡扣款將在當月份到期,還好先前我就先預設簡訊及email通知保戶要記得回覆新卡有效年月,如此一來我就能安心的過個好年!」不再只是被動的解決問題,而是主動提醒,連老闆級客戶都對其服務讚不絕口。

保險業與其他行業最大的不同是:業務接觸到的客戶可能僅是代表人也就是所謂的要保人,真正有保險需求的則是其家屬,因此必須有完整的人脈圖才能找出還可開發的名單。黃經理特別提醒「對被保險人也需花費心思去關懷、維繫,因為當他們身邊有朋友做保險時,我很可能就會被取代,因我熟悉的也許只有代表人而已。」為了讓服務更差異化,黃正雄利用「標籤」功能將所有代表人=關鍵人標示出來,當有任何保險最新資訊、行銷訊息時這群關鍵人便是首要寄發族群,另外,對這群善於分享的關鍵族群,每個節日的關懷賀卡和簡訊都必須選擇特殊範本,讓其真正享有VIP的感覺。

工作模式改變後,黃經理有更多的時間陪伴家人、進修以及投入自己喜愛的休閒運動-高爾夫球,「有時在球場上接到客戶的來電,立即登入VIdegree愛客戶查詢到其相關記錄,快速回覆客戶問題。」甚至,未來黃正雄出國旅遊時,也能指定主要代理人處理工作事項,不需提心吊膽無法真正放鬆享受難得的假期。

「利用VIdegree愛客戶後,加寬了我處理客戶事項的幅度,以前每天處理8~10件客戶問題總是人仰馬翻,佔掉一天60%時間,現在透過系統化服務提早提醒預防問題,不但將每日客戶突發事件從8~10件降到3~5件,更能把70%的時間花在銷售與客戶培養感情,再也不用忙著滅火,使工作行程一團混亂,更棒的是,客戶與我的關係更緊密,也更願意轉介客戶。」大旺通訊處 黃正雄區經理真心推薦。

VIdegree Vital CRM

中小企業 範例站台

對於中小企業而言,e化升級可大幅提升工作效率,讓業務對外追蹤和記錄客戶需求事半功倍,有效管理所有繁瑣的客戶資料,提供標籤分類和精準行銷,提升團隊效率和創造顧客滿意度百分百!

相關案例

電子商務
Life8 Co-Founder Lin Rui-Jia
VIdegree CRM Helps Make Real the Life8 V...

According to Dr. Lin, "Life8 was established in 2012, and has already accumulated a large number of members. Member demographics are quite diverse, we have put serious effort into maintaining and promoting interaction between members, hoping to provide members with a quality consumer experience. But as membership grew, the amount of moderator duties and workload also increased alongside the numbers. The question of how to effectively and accurately moderate and manage customer relations became a major issue we had to overcome. Luckily, soon after, we found the Vldegree Customer Management Service. Using Vldegree, we were able to organize our customers into different categories, enabling us to more accurately analyze customer RFM. Only through such a process were we able to better understand customer needs and then provide them with the service they deserve!"

不動產房仲業
Chinatrust Real Estate Co. Zhongli Location Real Estate Manager Huang Jing-Yan
Cloud Based CRM Helps Carefully Maintain...

All of his customers' needs or requirements are recorded using VIdegree as pending/to do tasks as reminders to himself. Just because a customer has viewed an estate, doesn't mean his job is done. Clients are often not satisfied, or still have additional needs. If only paper records are made, it is very easy to forget certain important details resulting in missed sales opportunities. "VIdegree's "pending tasks" notifies and reminds me of tasks on the services main page, by email, and mobile push notifications. These reminders help me keep customer wishes on my mind at all times, until I find exactly what they need. And that is how I like to close all my cases."

寵物業
Petsquare Tony
Pet Hotel Makes Use of Cloud Management ...

Since implementing "VIdegree Customer Relationship Management," part of the daily routine of Petsquare staff has included using VIdegree to make note of details regarding every customer that visits the store. Tony, the store manager, shares with us that, "We make sure to enter every bit of information into the system so that staff from the next shift can directly view the pet pick-up and drop off schedule for that day using the VIdegree work calendar. They can also at the same time see the status of every single pet directly through the system. No additional phone calls or notes left on pieces of paper need to be made. Everyone can just view any information they need in one place directly from the system. It is very convenient!"

消費行善做公益 VIdegree開創嶄新商業模式
電子商務
光點行動贏家系統股份有限公司 經理 吳寰宇
消費行善做公益 VIdegree開創嶄新商業模式

透過電子商務平台架構,結合『VIdegree愛客戶』雲端CRM優勢,以創新獨到的公眾參與、專業經營為概念,配合公益、商業活動聯合運作,開創全新商業模式-光點行動公益聯盟,讓社會公益與企業營利二者得以兼顧。光點行動吳寰宇經理微笑表示,「VIdegree無疑是建構光點公益平台的關鍵拼圖!」。