The Need Of CRM in Hotel Industry

The Need Of CRM in Hotel Industry

Customer satisfaction plays an extremely important role in any business. It is the customer’s feedback about a product or service that determines its success and translates into profit for the company. This is especially true for service based industries like hotel, tourism or transport industries. All successful businesses in the world today thrive on customer relations rather than the quality of their products alone. It is crucial to identify, create and maintain a dedicated customer base in today’s competitive market.

Customer Relationship Management (CRM) not only builds a comprehensive database containing all information pertaining to the customers, but it also facilitates the company’s long term growth by forging strong ties with the customers.

CRM is a business approach which can support the sales, marketing and service processes within an industry and maximize its profit margins. It functions by associating with selected customers and providing them with an unparalleled experience both in terms of the quality as well as the manner in which their needs are addressed. This customer- centric approach is of pioneer importance in the hotel industry as it attempts to retain customers and build a long partnership with them.

Customer Service in the Hotel Industry

In the hotel industry, it is not just the core customer services like pricing, quality and delivery that matter; it is also the friendly approach, the prompt problem-solving, and the flexibility in options that make a big difference. It is this extended customer service that gives a company an edge over others as it increases the customer’s perceived value towards its services.

CRM is essential in the hotel industry as it helps a company exceed its customers’ expectations by enhancing the aesthetic value of its services and providing the opportunity to build effective interpersonal relations.

Advantages of CRM for hotel Industry

Advantages –

1. One-stop Database – A CRM Software contains all relevant data pertaining to its customers which are constantly updated to accommodate any changes. This facilitates for quick identification of data regarding the customer which aids in faster problem solving.

2. Enhances Sales Productivity – Repetitive sales tasks like sending bulk e-mails and generating reports can be automated, thanks to CRM. The CRM mobile access allows sales teams in the hotel industry to have ready access to their customers’ preferences which helps them to create more lucrative offers for their clients.

3. Customer Retention – While competition and product dissatisfaction account for only 9% and 14% of customer loss respectively, 69% of customers move away from one company to another due to the lack of personal bond with the company. As Rob Yanker of Mckinsey & Company puts it, “Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.”

4. Winning Strategies – CRM employs strategies like cross-selling that involves offering customers services that augment their original purchase and develop their interest in other products of the company. Offering upgrades or extra services, for example, sightseeing packages come under the category of up selling. CRM strategies also include benefits like a two-day all-inclusive package at a discounted rate for its loyal customers. All these schemes increase the company’s sales while making the customers’ purchase experience more meaningful.

5. Customization – CRM software allows the hotel industry to customize products according to the target audience. While for certain customers, value for money is the priority, for many others luxury and overall experience matter the most.

6. Increases Referrals – With its focus on customer satisfaction, CRM creates a good referral base as contented customers give favourable reviews which in turn solidifies the company’s reputation.

7. Better Customer Support – CRM builds an effective customer support system that is fast and provides assistance to clients through phone, chat, e-mail and even in person.

CRM is not effective when used as a strategy or software; it needs to be adopted as a company philosophy for the best results.


Will the Integration of Microsoft Dynamics 365 and LinkedIn Trigger a CRM War?

Will the Integration of Microsoft Dynamics 365 and LinkedIn Trigger a CRM War?

For all those who regularly use and follow CRM related updates, this news was something that was due. Microsoft purchased LinkedIn late last year and now the integration of their CRM platform with the social network was inevitable. LinkedIn is the world’s primary professional social network.

Apart from meeting new people and creating professional networks, LinkedIn is a great tool for recruiting people and generating cold leads as well. With over 500 million active users and growing every year, it is a useful platform that recruiters and people of all professions use to gain a background on business associates.

Emergence of Dynamics 365

Dynamics 365 is a Microsoft program that combines ERP and CRM and fuses it into a single cloud based platform. That means Microsoft has the power to reach 500 million professionals across the board when the bringing together of Dynamics 365 to LinkedIn happens. It goes without saying that customers who need this level of engagement and services exist and they are going to turn to Microsoft for these services.

The speculation though is on two levels. First, how will these added services on a CRM platform be better for the users in term of utility and usability and what effect will these features have on the competition. There is obviously going to be a large migration of customers toward the Dynamics 365 platform, so how are competitors going to respond?

In the now

A larger number of features and gadgetry does not also automatically mean Microsoft is going to win based on just the claims. Experts agree that there is still a long way for Microsoft to go before it becomes the biggest player in the CRM market. As of now, SalesForce commands a 20% chunk of the market share while Microsoft only had a comparatively paltry 4% when they started off in 2015. What Microsoft does have is the financial backing of one of the biggest names in the tech industry as well as other products that add to the Office ecosystem including Outlook.

In spite of this, it is yet to come close to the SalesForce product, a specialized software package that CRM users have just gotten used to. SalesForce is simpler to use and more reliable because of their expertise in this sector.

Microsoft’s Dynamics is coming out, all guns blazing not just in the way they are marketing their product right now, but also offering more services at a price point that is cheaper than the competition. Considering just these options, it becomes clear that Microsoft is looking directly at SalesForce with an intent to start a war. Their marketing materials in fact take a thinly veiled swipe at SalesForce, calling out the price difference. Microsoft claims that their services are up to $470 cheaper to use per month.

Quality comes first

While people do like to pay a smaller price, that is not the only determinant for those who use CRM services. The quality of the services and the software is paramount. It is not just that Microsoft is offering a suite of services for cheap right off the bat.

The running and operating costs at the end of the day can add up to quite a bit in the long run. LinkedIn integration will open up services that were previously possible to attain only after heavy investment in analysts, data miners, and acquisitionist. Through Dynamics 365, a lot of data will be made readily available to subscribers. So by bringing a host of services under one banner and offering prices that the competition cannot possibly afford to operate at, it is pretty much the makings of a classic price war.


What to Expect From an On-Demand Mobile App

What to Expect From an On-Demand Mobile App

On-demand apps are all the rage now. If you are unfamiliar with the term, it is simply an app that brings together customer and service provider. So any app that you use to get a service to your doorstep is an On-Demand App. Uber started it the rush by offering to bring you a cab to where you are for a price that is less than most other taxi services. There are On-Demand Apps for almost anything now, laundry to food delivery and plumbing and even massages. Getting an app up and running for a service is the way to go.   An Uber for everything In the tech industry, this trend is often called ‘uberization’. There are more apps that are coming up as the Uber of that industry and it is growing fast. The ideas are amazing, think about a service that you would really like or want, but are unable to get from where you are. Yes, that can be made into an app.   Pick your battles It is not impossible to grow to be an international brand, but it is unlikely that a new app is going to overtake established brands. Is Uber the best Uber out there? Absolutely not, in fact, there are people working on apps that can be a lot better, safer, and even cheaper than Uber in the same industry. They might even get famous and people start using it, but Uber was first, they cornered the market and hailing cabs through a phone has become synonymous with Uber. It’s like Google, you don’t search on Google, you simply ‘Google’ your queries.   What to do then? There are virgin markets and services that still need On-Demand Apps. Look for a niche market, then slowly expand. The app need not be customer facing. It can even be business based on-demands.   why On demand apps fail The main reason for many On-Demand Apps not lasting as long is because they fail to find the right balance between the growth of the business and growth of customer base. Most On-Demand Apps do not have any real inventory. They employ a minuscule number of people, most of them tech developers. At best, there may be a few delivery personnel and a few vehicles and that is pretty much it.   At first, the business side will need to expand, but that will have to grow along with the technical aspects. Your app will need updates and it has to work the same way it did for ten customers when it scales up to ten thousand customers. If it doesn’t, bad reviews will pop up almost immediately. The trick is to expand fast with minimal margins. That is pretty much the Amazon philosophy- keep on growing, minimal margins and all.   Demand management The first few months are key. There is going to be a lot of demand, people will tell their friends and it will be all poised to take over the world, but that will not last for long if you are not able to substantiate the growth with service to match. Management of demand is key, you need to be able to ride the hype and grow with it, never letting the dying of the hype kill your brand.   There are chances where a heavily moneyed company will show interest in the app and take it under new management. That is, at times a good thing, especially if you are struggling with a business aspect of the app. Many tech-strong teams look for investors to take over the business while they stick to keeping the app alive by making it light, fast, and user-friendly. That, after all, is the dream.    

How Microsoft’s Acquisition of LinkedIn Could Impact Dynamics CRM

Microsoft’s acquisition of LinkedIn, last year, turned out to be one of the hottest business deals. It made a ton of shareholders very happy. But, it’s not happy shareholders that are the point of interest here. It’s the deal itself. Microsoft may have made one of its smartest moves this time. Why?

Well, LinkedIn isn’t just some run of the mill social media platform. It’s a key source of human data. Now, with the CRM sector predicted to be worth $37 billion by 2017, the acquisition makes far more sense. In fact, Microsoft has already announced that it will be marketing its CRM products integrated with the social graph from LinkedIn. The social graph will serve as a sales tool.

Since Microsoft’s Dynamics occupies about 4.3% of the CRM market share, this move is sure to send out a few shockwaves across the industry. Here’s what we could expect.

All LinkedIn Functions Could be Automated

One of LinkedIn’s major issues is that salespeople cannot record touch points or set reminders when prospecting through the platform. However, by integrating it with Dynamics, LinkedIn’s API could be opened up to make this possible. This will lead to major savings in terms of man-hours and boost lead generation.

Microsoft Dynamics Will be Powered by LinkedIn Data

Dynamics is a fantastic CRM tool, but, like most CRM tools, it has one major drawback – the inability to obtain real-time data with actionable insights. This is where LinkedIn’s entry could change everything. By integrating LinkedIn into the Dynamics system, it would become possible to download such data in real time. This would also make Dynamics the first CRM tool to possess this ability. Additionally, by making this an exclusive feature for premium members, the sign-up rate could be increased drastically.

Updates on Dynamics from Sales Navigator

Traditionally, LinkedIn users had to pay $79 every month to get timely updates on the key moves being made by their prospects. Now, all this information can be merged in with Dynamics to boost leads. Salespeople will now have the ability to grow their relationships with prospects from Dynamics and speed up the results.

Lead Scoring

Another area that Microsoft may experiment with is Lead Scoring. For instance, LinkedIn updates can be leveraged to assign the lead with scores. If this happens, the real-time data obtained could assist salespeople in deciding which prospect gets maximum priority. Other than that, they can focus on putting their maximum effort where it matters or where they are likely to get the best results.

Social Listening

Social listening is also a major area that Microsoft might just make the most of. Now, traditionally, social listening with LinkedIn was a major problem due to tight restrictions. However, Microsoft could change all that by building a tool capable of crawling through LinkedIn’s conversational ecosystem to gather data. Another possibility is that Microsoft might use LinkedIn’s social listening feature to scan lead updates, within the CRM tool, for particular keywords. This will help salespeople identify key events.

The Future of Dynamics

On the whole, we could be very well heading towards an era where Microsoft might just end up controlling the entire CRM industry. Or, Microsoft could choose to open up LinkedIn’s API for fair use. Of course, they will, most likely, do it in a manner that gives them most of the advantages. For instance, they might choose to retain all the key functionalities. Whatever happens, the point is that Microsoft has probably made one of the best decisions ever. Interesting days are ahead for businesses that rely on Dynamics for their customer management requirements.


How to Build Leads with Salesforce

How to Build Leads with Salesforce

Salesforce is a force to reckon with when it comes to inbound lead management. However, for certain businesses, especially smaller ones, the various add-ons and options can end up being a bit too much.

Fortunately, Salesforce helps businesses overcome this hassle as well by allowing them to customize their own lead building system. This helps even smaller businesses boost their revenue and conversion rates.

Here are the best ways about how to build leads with Salesforce 

In order to create an effective lead generation system, there must be a process established. This includes building consensus on who the target customer is, when the lead needs to be followed up, how the lead needs to be followed up, when to convert a lead to an account, and what a qualified lead is.

Make sure everyone comes to an agreement regarding these topics. Not everybody will have the same views, however, a common ground must be found before establishing a lead process.

Make use of Web-to-Lead forms

Even in this day and age, there are several businesses out there that still limit their engagement to a phone number or an email address on the contact page. Sadly, a good number of these businesses are also Salesforce users.

Salesforce is high-end lead management software and if you’re a smart business, you’ll know how to leverage it. For starters, start using lead forms on your contact page. This will help you generate more queries.

  The function is easy to establish and the leads are directly placed into your Salesforce organization.  You don’t have to bother with data entry or worry about risking loss.

For this to happen, just go to the Web-to-Lead option in your Salesforce interface. Now, select the entry fields you think are relevant to your business. Then, generate the HTML code for it.

The next step is to get your web designer to enhance the presentability factor. Finally, test it out with a few test leads.


There are automation features in Salesforce that allow you to process and categorize leads. This is done by creating a queue for incoming leads and then creating assignment rules that provide the queue with ownership to new leads.

Assigning or claiming leads from the queue can be done manually or you could automate the assigning of certain leads to users. This will, of course, be determined on the basis of the leads received by you.

You can also use the Web-to-Lead forms to define a lead campaign or source by placing values within the hidden fields. These values will play a key role in supporting the automated actions once the leads make it to Salesforce.

Make sure you have auto-responses prepared according to the lead’s assignment status or entered values before they get sent to the leads.

Track lead sources

Create a tracking application to know more about where a lead has originated from. This is important because you need to know which method of advertising generated the best leads.

In order to track, you will need a separate application and also, a tracking code on your website. There are existing applications that can help with this. Salesforce’s own Pardot is an example.

Set up the dashboard

The next step is to make your lead trends and totals visible with the help of a Dashboard. Dashboards make it much easier for you to spot issues, visualize data, and figure out which of your demand generation strategies are producing the highest returns.

Also, the good news is that dashboards can be downloaded for free from AppExchange.

In the Enterprise Edition, dashboards can actually be refreshed and emailed to your team. You can do this daily or weekly.

Create an email program

Apart from auto responses, do implement an email program. This will help ensure that your leads continue to grow. Of course, the kind of email program you create will depend on your sales cycle and target market. So, make sure you factor those things in.

For example, audiences that need to be told why they need your product require a well-constructed email program. Salesforce already provides options for this.


How Hospitals can Leverage CRM

How Hospitals can Leverage CRM

Hospitals and other similar healthcare entities face tough challenges today in order to establish themselves as leaders in the sector. The factors contributing to this include increased competition, outdated legacy systems, ineffective marketing strategies, reduced funding, and an unorganized customer database.

But, what makes things even harder is the fact that healthcare institutions focus too much on the business aspects of things such as lead generation and sales. This is an approach that doesn’t work anymore.

Today, organizations need to focus on the customer. In the case of healthcare institutions, this would typically include patients, doctors, and other healthcare professionals. Customers go where they are valued the most and where their needs are met.

So, it is necessary for hospitals today to do the same, which is, adopt a customer-focused approach and make the right investments that facilitate this shift.

That brings us to the topic of CRM (Customer Relationship Management) systems. Many hospitals have been adopting CRM systems and including them into their marketing efforts to help them engage with customers and boost loyalty.

According to a 2014 SHSMD (Society for Healthcare Strategy & Market Development) study, 66% of hospitals in the United States had invested in a CRM system.

Key objectives of CRM adoption

Customer data organization is the key benefit and goal of a CRM system.

With CRM systems, such data can be centralized into a single repository, while analytics can be leveraged to identify key leads that can be successfully converted through segmentation and profiling. Marketing plans can then be developed using communication and targeting tools.

Towards the end, hospitals can monitor the messages being sent and the progress being made. Problem areas can also be identified and changes implemented.

Serving patients

CRM systems can be used to store every single detail about a patient after he/she has visited the hospital. This data allows the hospital to understand the patient’s individual needs and leverage that towards creating packages and programs that offer more value.

As a result, this will improve satisfaction and increase loyalty, ultimately leading to higher sales.

Commitment to patient requirements isn’t limited to the physical boundaries of a healthcare institution. It is necessary for such institutions to offer care even the patient exits the premises, especially if the patient is affected by a chronic condition.

CRM systems help achieve this through consistent patient monitoring via routine follow-up reminders, e-mails, and phone calls. These actions communicate to the patient/customer that they are valued, which increases the prospects for word of mouth promotion.

Serving healthcare professionals

Hospitals that rely on the expertise of specialists source them from other healthcare institutions or smaller clinics. This is because a patient’s first interaction is usually with such entities. Only then are they referred to a specialist who can help them further.

With a customer management software like CRM, hospitals can include specialists into a roster. This will increase the number of referrals and increase patient satisfaction with regard to the hospital and its specialists. As a result, patient retention rates are likely to increase.

Other than that, communication between the hospital and other healthcare institutions can be managed with more efficiency. This will help establish and strengthen relationships between the concerned parties and ultimately benefit the patient.

Hospitals engage with the community in a major way and therefore it is important for them to incorporate tools that allow them to streamline their operations. Additionally, they must also ensure that such tools help them prioritize patient welfare. The objective must be to create a healthy community.

CRM systems help meet these objectives with ease, and therefore, are ideal tools.


Why Small Business should Consider Salesforce CRM

Why Small Business should Consider Salesforce CRM

There are plenty of CRM (customer relationship management) systems out there in the market and Salesforce happens to be just one among those. However, Salesforce still leads the way and that’s because it has a lot to offer.

To begin with, Salesforce isn’t a traditional CRM system. It is an online service. To be more specific, it’s a cloud-based system. All you need to do is log in through a browser and you’re in. There aren’t complex installation processes to be followed for each individual computer.

If you’ve read anything about cloud computing, you know it has its own set of very useful benefits. Salesforce offers those very same benefits, along with top notch CRM functions.

For example, you can be located in any corner of the globe and access the Salesforce CRM system. Imagine going all the way from the US to a country on the other end of the world like China, Japan or India and being able to pick up work right from where you stopped without having to physically carry it with you or depending on anyone else.


Key advantages that Salesforce offers

  • Firstly, it’s fast. When you sign up for a CRM service, your obvious expectation is to have it running right away. Well, that’s what you get with Salesforce – instant access and operation. You don’t have to wait for a whole year, which is the case with traditional CRM systems.
  • Secondly, Salesforce is easy to use, which is very important. You don’t want to spend considerable effort trying to train your teams. With Salesforce, a crash course is all you need. Your teams can figure out most of it themselves.
  • Finally, Salesforce is effective. It’s easy to use and offers plenty of customization. Needless to say, that translates to a healthy looking bottom line


When it comes to small business sales software, Salesforce is right up there.This application can provide your business with a detailed view of every customer at the click of a button. You can record every single transaction, their order status, pending invoices, purchase history, and basically everything that can help you sell again to those very same customers.

Unlike Salesforce, most CRMs offer this kind of functionality only to the big names.

Salesforce also goes beyond just providing contact details for you to work with. For example, it can qualify leads, ensuring that your strategies and efforts are directed towards only the most rewarding prospects. It can also remind you to fulfill your scheduled contact programs, automatically. So, you won’t have to constantly remind yourself about contacting certain customers or monitoring deals that are still being worked on.

Salesforce doesn’t promise to take every lead and turn it into a sale. However, as an effective CRM tool, it does provide key insights about your sales process in order for you to improve your future strategies. It helps you collect and study the data it stores. As a result, you get to continuously work on and improve your sales activities, growing their effectiveness with each new opportunity.


As a small business, your contact book is your most valuable resource. In the beginning, this contact book may be small and probably stored on a spreadsheet. But, as you grow, this contact book is bound to grow as well. Eventually, you won’t be able to maintain a simple contact book.

Salesforce eliminates that problem because it’s a scalable solution. It grows with your business. Apart from helping you store every bit of detail about every customer you’ve come across, it also helps you further your business.

Salesforce is built to help small business grow, while also accommodating their growing needs.


What to look for when selecting CRM software for your small business

What to look for when selecting CRM software for your small business

The importance of a Customer Relationship Management or CRM software for your small business enterprise cannot be emphasized enough. From small and medium enterprises to the larger scale operations, a CRM software is the ideal way of keeping track of your customers and utilizing the data for strategizing and remolding your business policies for better profitability. So what exactly an effective small business CRM software does for your company. Let’s have a look!

How does a CRM software work?

The textbook definition of CRM implies a platform for managing the company’s interaction with its customers, both existing and potential, and analyzing the data base for gaining valuable insight into the consumer behaviors and trends. A CRM software is typically designed to manage both sales and service related data of the clients and utilize the consumer history for improving business relations with customers, devising ways of customer retention and consequently driving sales growth. There are a series of applications namely customer support, customer data, access business information, assets or resources, knowledge and training, marketing and so on that are integrated within a CRM software and help streamline your business’s day to day operations.

Selecting the right CRM software for your small enterprise

Although you might be faced with a myriad of options in the market when searching for a CRM solution for your company, it always helps to know what exactly will make the best fit in your business model and environment. Here is a list of few major considerations that you must make before selecting the right CRM software for your small business.

  • Business objectives- Developing a clear understanding of what your short-term and long-term business goals are, is critical to zeroing in on the right CRM software solution for your setup. You must first determine the immediate productivity challenges of your business and then analyze how you may solve those issues.
  • Ease of operation– Another major aspect to keep in mind while choosing a CRM software for your small business, is to ensure that it is simple to understand and easy to use on a regular basis. Given the fact that in most small enterprises, usually, the decision makers are also the ones who will be using the system, it is important for them to master the software without the added implementation costs of webinars and training.
  • Cost effectiveness– It is essential to lay down your budget and stick to it when going for an important IT purchases decision such as this. Apart from the initial price of the software, there are a plethora of other costs as well such as those for implementation, system integration, additional equipment, software customization and so on. Also, you must make sure that the new CRM software cost effectively integrates within your existing IT infrastructure.
  • Customizable– Given the fact that two businesses never have the same requirements, the concept of one size fits all doesn’t apply to CRM solutions. While you may think that a software that caters to a wide audience might do the trick for you, you will most certainly require to tune it to suit your business framework later on. It is a good idea to run your use cases through the CRM system during your trial period and ascertain that satisfies all your company needs.
  • Security Policy– Since your CRM is going to be one of the most valuable resources of your business, you must ensure that the tool that you are choosing has optimum safety and security against possible hacks and viruses. For this, you must make a thorough scrutiny of the software’s safety policy and even inquire with their representatives in case you have any doubts pertaining to its efficacy.
  • It is always advisable to avoid rushing things and take your time in researching the various options available in the market before signing up for a CRM solution for your small business.


An overview of what is dynamics 365

An Overview of what is Dynamics 365

When Satya Nadella took over as the CEO of Microsoft he shifted the focus of the organization to Cloud. The revenue from Cloud Services grew to $20.3 billion in June 2013 from $16.6 billion when he took over in 2011 Dynamics 365 is the latest offering from Microsoft which promises to bring your entire business to the cloud. Dynamics 365 combines ERP + CRM packages together which helps organizations utilize the same data across various modules available in Dynamics 365. One such example is the same data that was captured as a lead is utilized while generating invoices or maintaining books of accounts in future.  

Dynamics 365 includes following modules

Sales –  Contains the core functionalities of Dynamics CRM including leads, sales and contracts.   Field Service – This module can be used in companies with field agents.   Customer Service – Customer services was earlier part of Dynamics CRM this has been created as a separate module since not everyone used Customer service module with CRM   Project Service Automation – Project Service module allows estimation and scheduling of projects in Dynamics 365.   Marketing –  The marketing module is used by marketing departments for various marketing activities.   Financials – This module was earlier part of Dynamics NAV used for financial activities.   Operations- Previously known as Microsoft Dynamics AX, the operations module contains all the financials and operations functionality of AX   These modules are designed in a way that customers can purchase and utilize them separately as and when required by an organization.

At its base Dynamics, 365 includes a few applications like

Microsoft Power Apps – A new tool to build custom business apps.   Microsoft Flow – A new tool to build custom workflows.   Cortana Intelligence – A fully managed big data and analytical business suite.   Power BI –  Power BI is a suite of business analytics tools to analyze data and share insights   These applications are cross-cutting across various Microsoft products available over the cloud.   Microsoft Dynamics 365 is available in two editions – Dynamics 365 Enterprise Edition – Enterprise edition is designed for larger companies with more than 250 employees.  It includes the capabilities of Dynamics AX and Dynamics CRM Online.   Dynamics 365 Business Edition – Business edition of Dynamics is designed for smaller companies with 10 to 249 employees. This edition includes the Financials capability of Dynamics NAV.   To know more and you can visit or contact our consultants at


IOT and CRM will drive your customer service to the future

IOT and CRM will drive your customer service to the future

“The Internet is becoming the town square for the global village of tomorrow”. Bill Gates

 The term, “IOT” stands for Internet of things. The thin demarcation between living and non-living things is overcome with IOT. It provides data about non-living things with the help of motion sensors RFID tags and QR Codes etc. Internet of Things makes use of several different technologies, including RFID tags, QR Codes, and sensors that can be attached to items and devices to read information encoded in these tags. These connected devices may communicate through a wireless Internet connection, or through direct scanning of tags by sensors.

How IOT automate our life by improving efficiency?

The term “Internet of Things” is the brainchild of British technology pioneer Kevin Ashton. He was the pioneer in this technology. IOT gives us the ability to understand the world of things by gathering and collect real-time data and act on it by analyzing the information improving operations and enhancing global productivity. IOT and CRM are beneficial for the industry and home automation. This comes as a boon to the manufacturing industry to monitor and service the device of the customer equipment and assures whether the device or the equipment is running smoothly.

The perfect mix of IOT and CRM foster excellent customer service

Customer service is another prominent factor that influences and balance the growth of an evolving business. The fact that the product and services supplied by a company meet the satisfaction level of the customers is directly proportional to influence the key critical business decision to manage and improve business. The crucial part of sales management in business focus on retaining new customers as gaining new customers is expensive. Customer satisfaction plays a vital factor as most of the customers are tech-savvy and directly involved on social networking sites, as it impacts social listening influencing reviews on product and services to accelerate customer lifetime value and minimize customer concerns.  

Customer product connected with IOT device push notification of real-time data for malfunctioning and faulty device

  • Customer concerns are resolved in a simplified smart way as product maintenance is carried out automatically by IOT technology embedded in CRM cloud. By integrating device (purchased product) to the CRM cloud and the IOT cloud all the information related to the malfunctioning of the device is sent to the customer service or local technician.
  • Customer connected devices send notifications to the smartphone of the customer support personnel and the CRM software looks into the details of the available service technician and configures a case about an issue in the device, then CRM assigns a technician to the case.
  • With a seamless mix of IOT and CRM together swift proactive steps are carried by the technician or service reps to provide instant maintenance to the customer’s device.
  • Preventive maintenance steps are taken for the connected customer equipment by sending a technician or the field service either to fix it or troubleshoot the problem remotely
  • The CRM software logs a case for your device providing proactive maintenance by sending email and SMS messaging to notify the customer both on the personal digital assistance and on the social media platform.
  • IOT and CRM are valuable for the overall household appliances monitoring as the housekeeper will be well-informed in advance about the faulty devices.
Taking an example of the home appliances we have a commercial refrigerator that can be monitored effectively with an inbuilt sensor connected to the internet. When the refrigerator starts malfunctioning and the owner does not know about this. Then the comprehensive combination of IOT and CRM plays a vital role as the device sensors send data about the temperature reading to an azure IOT CRM database. After the real-time analysis of the refrigerator CRM data consisting of the dropping temperature, an instant alert is generated in MS Dynamics 365, an innovative CRM sales management software for field service which triggers a workflow process. The field tech is notified about this on his smartphone to fix the problem and the supervisor of the field technician is updated about the complaint resolution. Personal digital Assistance in the form of smart electronic gadgets, consisting of smartphone and the tablets, connected to the Azure IOT and centralized CRM data, expedites professional productivity and resolve customer concern simultaneously. The Azure IOT equipment data integrated with the CRM mobile solution available on Windows, iOS, and Android mobile platform will be indispensable for the overall customer complaint resolution for your business. Harvesting data retrieved from IOT industrial and consumer devices to serve companies with connected devices. data analytics in azure will be able to predict when a device is going to fail. Notify service three weeks in advance. Cynoteck has been working across various industry verticals to help them best utilize IOT by providing unique solutions that integrate with their CRM and field service applications giving customers a feel of the next generation of customer services. To know more reach us at or visit our website at