History – specifically customer history – is often lost, forgotten, hard to understand, and challenging to interpret as it passes from hand to hand. As information winds its way through multiple object levels and record history in a Customer Relationship Management (CRM) tool like a game of telephone, it can change or disappear altogether.
Historical questions affect us all, whether you are an inside sales representative, marketing manager, or company president. Questions such as “I want to follow up on this opportunity, but I can’t remember the last person I called,” or “I need to find the invoice for this account, but I am not sure what order it came from” can be frustrating. These questions and annoyances exist because recorded interactions usually live solely at one level in many CRMs. What if we could change that? What if we could look at every piece of recorded history OR drill down to one singular interaction based on filtered criteria? What if we didn’t even have to look, and a platform could tell us when those necessary actions happen? In comes Kizen’s shared timeline and relationship capability.
Ultimately, the exact details we just saw are not entirely universal. But what separates Kizen is the ease of use in creating this structure when defining how we portray our customers. While many CRMs boast flexibility and versatility, workflow creation almost always means relying on an expert. I.e., Operations Leads depend on an IS/IT team to code and create their interpretation of an Ops team’s dictation. This hand-off can be messy, and if you’ve ever worked with anyone from IS/IT, this might not exactly come across as a priority. But what if the Ops team was empowered to create their own version (or many versions!) of their workflow?
The real question is, how can this be put together? It requires coding, right? Wrong!
All of these elements are not only easy to create, edit, or remove, but you can also hide any fields or limit interactions with fields based on user roles and permissions, as we’ve covered in the past. The relationships and iterations are endless when you empower the right people to tell your customer’s story.