integrating sales and service crm
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Advantages to a single sales and sevrice crm solution
Unlike Sales, CRM service is a reactive process. That is, the client calls you so there is no chance to prepare and you must interact with them in real time (as they are waiting on the phone for you to action their request). The speed with which you can address their request is therefore critical and information must be immediately available.
If Sales is obliged to keep Service up-to-date, it should do so comprehensively and in real time. Our questions should focus on the analysis of this requirement:
How would this work ? How many interfaces ? How do we guarantee delivery ? What data conversion is required? What assessment has been done of the performance impact on the sales application ? How much would this cost in terms of development, maintenance and the upgrade required with each release of either product ?..