一分鐘看問題

問題背景

  • 命理是以人為中心的服務業,需詳細記錄每位客戶的狀況,以紙本及 Office 管理客戶資料,無法詳細、精確記錄客戶需求。
  • 客服高度依賴人力管理,無法快速查詢舊客戶資料,挑戰客戶等待的極限,影響服務品質。

產生效益

  • 進入門檻低:
    無建置費,介面簡單易上手,即時存取資料且可跨平台管理。
  • 開發新需求:
    分析客戶資料庫並標籤定義客戶進行分類,以多維度方式檢視客戶,發現需求並適時提供服務,創造最佳效益。
  • 深耕老客戶:
    針對不同需求的客戶提供不同訊息,提高客戶的接觸頻率與黏度。

林霖開運使用 Vital CRM 短短幾個月的時間,透過標籤定義客戶的課程需求、分析客戶資料庫,以多維度方式檢視客戶需求,並針對客戶需求,開設各式講座、訓練課程及祈福活動,在客戶的經營管理上已達到超乎預期的成效。在行銷面,透過 Vital CRM 發送客製化簡訊、E-mail 給潛在客戶、現有會員,除提供最新活動及優惠訊息,更貼心地噓寒問暖,關懷每一位客戶的近況,讓客戶不只是客戶,而是更深層的朋友!

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成立於 2014 年 5 月的林霖開運,在短短不到半年期間,隨即累積上千位客戶,除了擁有命理界二十年豐富經驗、超高人氣的林霖老師外,還有什麼秘訣能夠讓林霖開運快速累積客戶、深入經營人脈?「致力開發新客戶之餘,老客戶的持續深耕與貼心服務相顯重要,這也是 VIdegree 愛客戶 (現 Vital CRM) 的價值所在!」林霖開運創辦人林霖老師自信滿滿地表示。

草創初期,林霖開運與多數中小企業一樣,為節省營運成本,使用傳統紙本及微軟 Office 工具管理客戶資料,但隨著客戶數量快速增加,運用人力管理龐大客戶群,不但無法精確記錄客戶需求,更遑論資料管理及延伸運用!「一旦客服(客戶管理者)請假,代理人要搜尋客戶最新資訊根本如同大海撈針,即便找到資料,客戶也等的不耐煩了!這時候我才確信,管理客戶絕對需要系統工具輔助,這正是我們選擇 VIdegree (現 Vital CRM) 的主因!」林霖老師強調。

「第一眼看到 VIdegree (現 Vital CRM) 的友善介面,就確定我要的是它了!」多方比較市面上其他 CRM 工具後,最常遇到的問題就是介面不友善、系統設計複雜、價格昂貴及無法即時存取等問題。Vital CRM 完全沒有上述問題,介面如同 Facebook、Gmail 一樣簡單明瞭,不需額外聘請資訊人員進行管理,秘書、助理一樣輕易上手!在價格上,因 Vital CRM 不同於傳統套裝 CRM,需將資料儲存於伺服器,沒有硬體建置、系統維護費用,完全符合中小企業需求。此外,資料雲端化最大的優點就是即時存取,經常東奔西跑的林霖老師微笑說,「無論身在何處,透過手機、平板 APP 皆可進入 VIdegree (現 Vital CRM) 儲存、取用客戶資料,也能夠新增工作事項、事件、管理商機及發送群組 eDM,一切是如此簡單,讓我擁有充分的時間服務客戶!」

林霖開運使用 Vital CRM 短短幾個月的時間,透過標籤定義客戶的課程需求、分析客戶資料庫,以多維度方式檢視客戶需求,並針對客戶需求,開設各式講座、訓練課程及祈福活動,在客戶的經營管理上已達到超乎預期的成效。在行銷面,透過 Vital CRM 發送客製化簡訊、E-mail 給潛在客戶、現有會員,除提供最新活動及優惠訊息,更貼心地噓寒問暖,關懷每一位客戶的近況,讓客戶不只是客戶,而是更深層的朋友!

對於林霖開運來說,Vital CRM 的價值不僅止於客戶維繫,也具備進階行銷及組織管理,甚至可間接建構品牌形象,對於中小企業來說,可謂一舉數得!林霖老師下了總結:「提升互動頻率,深耕客戶服務,就是企業持續成長的核心價值!」

VIdegree Vital CRM

保險人脈 範例站台

對於保險從業人員來說,維繫良好的客戶關係,實為重要。但要如何有效的記錄客戶資料,讓人脈無限延伸累積呢?快來了解看看吧!

相關案例

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WeatherRisk Explore Inc. Marketing Director Lin Shu-Yao
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, “I wish I had used VIdegree earlier; in a year and a half since we started we’ve raised our monthly sales from just over to 4,000 to over 430,000 units.”Wang Maoshi of Idou Coffee says...

零售買賣業
Joy Dream Mattress CEO Qiu Ting-Yu
The First User of VIdegree Increases Rev...

In discussing how he uses VIdegree, Qiu shares that he makes the most use of the tagging and customer memo features. First, the tagging feature is used to define product type, then once a customer selects their mattress, the system is then able to send them emails, newsletters, or text messages using personalized script. This serves to remind customers that Joy Dream Mattress provides after-sales services. After-sale service includes the continuing maintenance and care for all mattresses sold, and make customers feel welcome in our store at any time. Second, through VIdegree's customer memo feature, Qiu is able to clearly records the purchasing history of each customer along with their maintenance service details. Used in conjunction with the caller-ID function, basic information on a customer is automatically displayed on-screen when customers call-in to the store, making the service provided much more immediate! Qiu further explains, "VIdegree is not only a practical tool, it can also be used for customer analysis. Joy Dream Mattress uses "potential customer" and "current customer" tags as different categories. VIdegree's built-in customer demographic analysis feature can then be used to calculate sales-success rates. You can even add an additional parameter for analysis such as 'area,' to perform cross-analysis and comparison. This allows for the adjusting of our product line accordingly. Aside from increase our customer service quality, VIdegree has also helped automate the sending of messages and delivery of goods notices. Customer shipping information is automatically sent to our partnered suppliers and also the delivery driver, simplifying the amount of work we need to perform behind the curtains.

非營利組織
The Baton Project Executive Secretary Cai Wan-Ling
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Thinking back, Brenda states that, "The best thing about VIdegree are its tagging and memo features." Previously, constituent names and information were organized using Excel. At the time, in order to categorize volunteers into groups, we had to repeatedly copy and paste every any new pieces of information into multiple lists of names. It was a pain to manage. Furthermore, adjusting fields was always a complex task due to often having to record information that doesn’t fit easily into any specific field. Now, using the tagging feature, we are able to quickly perform multidimensional grouping. For example, using, "area supported" in addition to "18 school zones" can be used to categorize or group supporting volunteers. This allows the organization to not only easily gather the necessary manpower for events, but can also be used to match volunteer's from different disciplines to students with specific interests. Proudly, Brenda exclaims that, "Establishing an extensive and efficient volunteer database, is crucial to allowing us to effectively provide students with the 'living book' experience. It is also one of the reasons why so many schools have been happy to cooperate with us!"