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From prospect to lead to customer, their journey is captured in the CRM. These insights put you in a better position to recognize people, their needs, and how business can work
CRM lets you automate mundane tasks like creating leads from signup forms and sending welcome emails to new leads. Spreadsheets demand data entry; CRMs minimize it.
The CRM system becomes a single source of truth for every member in your team. No information gaps, no back-and-forth—the customer hears a consistent voice from business.
Being able to visualize your pipeline makes it easier for you to prioritize deals and pick them off diligently. As a result, your pipeline stays clog-free and you remain committed to the bottom line.
Because you have a well-rounded view of your customer at all times, you can cross-sell and up-sell at the right moments, with higher success rates. This also reduces the chances of attrition.
Information in the CRM is useful not just for your sales team, but for marketing and support too. They can plan campaigns and respond to tickets better using sales context of more collaboration.
An intuitive user experience, a clean interface and minimal time required to get started: these are important indicators of simple CRM software.
Watch out for hidden costs in terms of maintenance and implementation. Look at charges for basic features like phone and email. If there’s a free CRM version, give it a spin.
The ideal CRM for your business solves your use case(s). Before starting a CRM hunt, keep your use case(s) ready and clearly defined.
You can consolidate disparate customer data to look for patterns, trends, and other insights critical to strategic decisions or a timely response to market behavior. Likewise, you can translate customer data streams from different sources.
With more information on hand, you can qualify new leads faster and focus on promising prospects. You can also see which customers are up for an upsell, cross-sell, or sort out and reactivate dormant customers. Likewise, better engagement.
By organizing customer data in a centralized database, anyone with access have a 360-degree view of customers. Information like contact details, demographics, transaction history, support engagement are easily retrievable through tags and filters.
Sales can feed on-the-ground data to help marketing craft campaigns and brand messages. Marketing can feed sales with new leads in bulk. Both teams can share contacts, deals, and insights that fast track the sales.
With a clear sales pipeline it’s easier to see what deals and tasks are coming in and out, what are moving and stagnating, giving you patterns for forecasting of make accurate sale forecast.
Sales can quickly store customer data on the field via mobile access. Support can save customer interactions in phone, email, chat with a few clicks. Marketing can automate sorting of campaign.
Important: not all CRM systems have the same feature set. Some offer built-in phone, others don’t. Some let you create a basic bunch of reports from templates; others let you dive in, customize and create granular reports. All things considered, these six features are indispensable:
With a CRM, you don’t have to sift through a lead list on your email client or a spreadsheet.
Everything you need to know about the lead—their demographic details, “lead score”, latest conversations with your business, activity on your website, even their recent tickets—is available on one screen
You get a dedicated interface with a list of your leads. Clicking on a lead opens up a screen like the adjoining image
View your contacts
Edit your contacts
Prioritize contacts (lead scoring)
Automatically assign contacts to reps
Connect your mailbox to the CRM
Send personalized emails
Send bulk emails
Create report dashboards
Make quick notes about your leads, contacts, deals and accounts, in their respective profiles.
Schedule tasks like follow-up actions and call reminders for every prospect and/or account.
Manage your calendar from the CRM, by setting up meetings across time zones.
Upload files or add URLs from sources like Google Drive, before sharing these resources with your team.
CRM software can sync with many tools, including marketing automation and live chat software.
Automatically create leads from emails and form submissions; let the CRM change deal stages for you.