01Queries do not have an owner
Example: An inquiry from the website arrives at a shared email address and everyone assumes that someone else is handling it.
Consequence: The customer waits patiently until the first employee becomes available and handles their request.
How to do it: Each inquiry will be assigned a responsible salesperson and a time limit for the first response.
02Follow-up is forgotten
Example: After sending the offer, no one will remind the customer; the process depends only on the merchant's memory.
Consequence: Good opportunities die down. Not because the customer wasn't interested, but because no one called back.
How to do it: After each offer, a task is created with the date of the next contact, which is visible to both the salesperson and the manager.
03Information is scattered
Example: The contact is saved on the phone, the agreement in the email, the quote in the spreadsheet, and the meeting notes in the notebook.
Consequence: Before every meeting with a customer, you look for supporting documents, but still don't know if you have everything.
How to do it: You have all your current customer information in one place, in one system.
04Data is transcribed manually
Example: Data from the form is copied to the table, from the table to the quote, and from the quote to the invoice.
Consequence: You waste time and errors increase: incorrect name, duplicate entry, typo in ID number.
How to do it: Connect forms, CRM, and other tools so that data is transferred automatically and securely.
05Management does not see the status of the stores
Example: You will only receive an answer to the question "How many open opportunities do we have and at what stage are they?" after collecting data from the entire team.
Consequence: Planning, forecasts and priorities are based on estimates.
How to do it: Identify a few clear stages of the deal and have the team update them directly in the system.
06Communication does not follow history
Example: The customer receives a question that they have already answered once, or an offer that they have already received.
Consequence: You will appear unprofessional and the customer will get the impression that they are not important to you. There is a risk of them leaving.
How to do it: Before each contact, the team opens the history and picks up exactly where the communication left off.
07A colleague's departure means a loss of context
Example: The merchant leaves or is gone for an extended period of time, and their customers are left without service because no one else has the correct information.
Consequence: With the context, the relationship and sometimes the customer are lost.
How to do it: The customer's history belongs to the company. The representative colleague should have all the necessary information to be able to serve the customer.
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