Workflows in CRM System

Workflows in CRM allow you to automate simple and complex business processes within CRM. Workflow processes run in the background or in real-time and can optionally require a user input. Workflows can be triggered based on specific conditions or can even be started manually by the users.

In most CRM systems, the term workflow designates a sequence or progression of steps that are necessary in order to complete a sale or another business process. Advanced CRM software, like Zoho CRM, can partially or fully automate workflows in CRM.

What a workflow might look like in CRM. When an incoming lead comes into CRM, the data has to be checked for accuracy first. Then a sales agent has to contact a prospect, finding out his or her needs and qualifying or junking the lead. If the lead is 'Pre qualified', an office visit or remote demonstration is scheduled.

Establishing and building relationships with your customers is vital to the growth of your business. So by mapping the experience of your prospects and customers, you can make improvements and earn their business time and time again. And using a CRM software makes this process easier.

Sales Process Automation

In a busy sales office, it doesn’t make sense for your sales managers to meet with every salesperson, every day. Workflow automation simplifies that task, and makes sure that nothing is overlooked.

• Set up a trigger that alerts the sales manager any time a business with more than a set number of employees is entered into the system.
• Automatically generate follow-up reminders for the salesperson in charge of the account.
• Receive automatic notifications about any status changes related to the account.
• Email writing (i.e. using email templates)
• Lead scoring
• Matching leads with reps (lead assignment)
• Sending follow-up emails
• Creating reports (metrics in the dashboard)
• Dialing leads
• Leaving voicemails
• Call logging
• Appointment scheduling, and more

Account Management Automation

• Notify the appropriate rep of the impending expiration at set intervals in advance of the close date.
• Send alerts to managers or retention specialists for high-value accounts.
• Automatically send emails to the client, letting them know that the expiration date is approaching, and offering them options for renewal.

Support Automation

• Automatically change the client’s status to “contact immediately” in the salesperson’s CRM when a support ticket is entered.
• Generate an email to the client, apologizing for the issue and letting them know that you’re working on a resolution.
• Notify relevant support staff, managers, and salespeople by email or SMS, especially in the case of high-value customers.