Automated customer care reminder

Sales team members are reminded to contact clients regularly in order to maintain a good working relationship and encourage repeat business. If a client has not been in contact with the company in the past 6 months, a member of the sale team will contact them to check in and see if they need any more service.
The client care reminder robot helps to automate this process by checking the system for all clients that have been out of touch, creating a ToDo for the sales team and writing a message to their SquidWeb team messenger channel.

Client care reminders

One time clients can sometimes get lost and potential repeat business along with them, to help us maintain as many customers as possible we set up robots to schedule customer care calls for our Sales team.
SquidWeb began as a CRM tool to help team members maintain regular contact with clients within the events industry. Like many CRM tools, the original system gave the team a great overview of which clients had been in contact recently and which ones to target next for outreach, however this still requires manual input, time and care to make sure each client is marked as contacted or not, and also to make this follow up outreach without much system input.

The client care reminder robot automates most of this process by giving the sales team a concise list of which clients to contact on a regular basis.

The reminder are delivered in two ways, firstly, a message is sent to the Sales team SquidWeb messenger channel, the message lists all the uncontacted clients and is hyperlinked to the contact page of each in SquidWeb. The team member can instantly access each potential customer and being the outreach process. Secondly, a ToDo activity is added to the Today page for the Sales team, reminding the team members of each client that needs contacting, the ToDo is also linked to the contact page so outreach is as easy as possible for our team.

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The robot will check the database for all clients that have not been contacted in the last 6 months and present these clients to the sales team. The 6 month period can be adjusted to fit your specific company outreach goals. The intervals at which the robot triggers are also bespoke – our default robot will trigger every 2 months and include any clients that have passed the 6 month thresh hold – but you may prefer a longer or shorter time frame.

Automated client outreach

Client care reminders are a great way for our team to keep hold of clients and promote as much repeat business as possible, but not all companies have the workforce to be able to contact all their past clients or maybe a call is not possible, in order to help with this our robots are also able to send outreach emails automatically. We use the same process of searching our database for clients that have not been contacted in a while, but instead of sending a reminder message to the Sales team, an email is automatically sent to the client(s).

The email is designed and written before hand and uploaded as a template, this means the message is still personalized, names will be replaced with the relevant client contact and an unlimited amount of leads can be contacted in one go.

This is just some examples of how our automated client care process is solving our outreach problem, with the introduction of regular newsletters and automating meeting scheduling we are able to offer a holistic solution to client management.