Problem
The ‘InvestSmart’ channel has had a problem with ineffective tracking of its managers’ performance. Without a clear assessment of their contribution to conversions and the amount of deposits, management could not properly allocate resources and motivate employees. Managers worked without a clear understanding of their performance, which negatively impacted the overall performance of the channel.
Decision
To solve this problem, ‘InvestSmart’ implemented a CRM system from MVP Project, which allowed analyzing the work of managers on two levels. The CRM helped track the average conversion from dialog to deposit on the first line, the amount of deposits on the second line, and the average response time of managers.
Results
After implementing a CRM system, conversions from dialog to deposit on the first line increased by 20%. This significant improvement indicates that managers have become more efficient. Also, the amount of deposits on the second line increased by 25%, which indicates increased customer confidence and improved quality of managers’ work. In addition, the average response time was reduced by 30%, which had a positive impact on customer satisfaction.
Conclusion
These changes have allowed ‘InvestSmart’ to significantly improve its operations and increase revenues. Implementing a CRM system will give you a complete picture of your team’s performance, improve conversion rates and increase deposits.
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