Contact Center Solutions Featured Article

December 23, 2008

DMC Software Solutions Spreads the Wealth with CRM

By Michelle Robart

TMCnet Editor

As other small businesses wave red “S.O.S” flags amidst the current economic climate, DMC Software Solutions has taken a more aggressive stance resulting in an 18 percent increase in turnover. The software solutions provider has also reported a better previous quarter this year than last year. These results seem surprising as the recession casts a dark cloud over the economy. However, as other companies reduce their marketing dollars and sales drive, DMC has been weathering the storm and actually increasing business.

In today’s rough economy, DMC is helping other companies get the most from their current client base with the effective use of Customer Relationship Management (CRM) software.

The financial crisis has forced many businesses to drastically cut expenditures. Often, when a company cuts back its spending, it must look at more cost effective ways of generating revenue. To achieve this, a change of organizational focus is needed, transitioning from obtaining new business to retaining existing business.

In order to effectively keep loyal customers coming back, an organization’s approach to customer service should be reevaluated.

“Customers no longer base their purchasing decisions on the merit of a product, but on the quality of service and after sales care received. Therefore, by improving customer service within your business you will encourage repeat purchases and customer referrals,” explained Mike Ramsay, managing director of DMC Software Solutions.

But the question remains: Can CRM software really help companies significantly improve their customer relations?

CRM systems were initially introduced in an effort to improve customer relationships by guaranteeing regular customer contact was made and that sales professionals organized their daily tasks more effectively. Although the principle is still the same, the role of a CRM system within an organization has noticeably changed, transforming the concept of customer service.

Today, CRM software is able to deliver an excellent customer experience. Modern CRM solutions have a wide range of features to enhance productivity, business communication and efficiency making superior customer service easier than ever to achieve. However, as the complexity of CRM increases it is essential for companies to invest in training to make sure get the most from their CRM solution.

One would think DMC is a larger business, given the company’s recent success. But this multi-million pound company is barely 7 years old and employs just 50 staff members.

Smart business decisions and DMC's lack of borrowed money means that, although difficult, the economy has not crippled or demolished their moral or business thinking - unlike other small businesses that have drowned in debt or made untimely critical business decisions.

Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart

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