Why Customer Communication is Business Critical and How CRM Helps Improving It

Even if you haven’t used a CRM before, you might have heard the term echoing through the industry. In the starting days of any business, managing data like customer info isn’t' difficult. As your business goes and when you get more customers and adds up people in your team, customer info gets dispersed across spreadsheets, sticky notes, notes pads and so on. While business growth is great, with it comes the need to organize your data. That is when customers starts asking for quality and better customer service. Communicating with your customers and recording all the conversations becomes significant at this stage of your business. Here is why customer communication is business critical and how improving it helps your business.

Understand the need of your customer

CRM isn’t just an address book. It is an efficient business software that empowers your team to build customer relationship in its fullest form to provide the best customer experience. CRM evaluate customer’s engagement with your brand and to get to know your customers better. It helps business to understand what customer’s want and to identify new opportunities. Most of the CRM comes with lead scoring functionalities that define rules to score each of your leads. By this, you can learn about your prospectus more.

Manage multi channels communication in a single system

Customer relationship management is quite simple with CRM and can be implemented in different ways using a website, social media, email, phone and various marketing materials. Apart from contact information, CRM logs your business touch points with their customers. With a CRM, you can create campaigns specifically targeting customer bases. Not only that, it helps manage and view all customer communication and access it all from one place. Any business will benefit from maintaining a record of conversations and purchases that can be associated with leads and customers.

Reach More Customers by Integrating Email Marketing with CRM

The digital world has evolved a lot since the email first became available to people. Gone are the days when customers were happy to be a part of the crowd, Today, everyone wants to be a priority and want their personal interests to be considered.


Email marketing is the most effective way by which you can share messages, sell your products and services and build a relationship with your prospectus. Over 75% of email revenue is generated from triggered campaigns than one-size-for-all campaigns. In short, email marketing is a big deal and you need to adapt to this personal world of marketing to remain competitive in the industry.
With the features offered by CRM system, email marketing is simplified and you do not need a dedicated email-marketing software to accomplish this.

Manage Your Leads like a Pro with CRM

Wouldn’t it be nice if you live in a world where every person who comes to you is an ideal candidate for your products and services? Interested customers come straight to you and you know exactly what they want, how they got there and how to win them over and provide them with the right information faster than your competitors.


While that kind of sales utopia may remain as a dream always, modern technology is helping businesses to streamline the overall sales experience. Lead management is one such process that helps you capture leads, track customer behavior and give them continuous attention to prepare them for sales and then finally pass to your sales team. Though this sounds simple enough, it is a complex process when the numbers are quite high. So let’s see how a CRM helps with managing and finally converting leads.

A CRM is a very useful tool that simplifies the whole management aspects of businesses of every size. By implementing the right CRM, you can increase real-time decisions, improve sales results, close more deals and predict accuracy. An efficient CRM offers a broad range of functionalities at an affordable cost. CRM not only impacts business significantly, it also helps in nurturing leads and building better customer relationships that last even before customer interactions with the sales team begin.

iKargo Success Story

Throughout the year, there had been many clients of ours that have been going live with their Second CRM implementation and the variety of industries that our customers come from is something that we really appreciate. This truly shows our excellent track record of having worked with more than 250 customers from the Asia Pacific region and the confidence level that these customers have on us.

Over the last few weeks, we had shared a number of case studies on our customers that had gone live in recent months and today, we take pride in publishing another case study on a customer of ours. This would be our 10^th case study for the year and this one is with iKargo.

To give an overview as to what iKargo does, iKargo is a technology company that provides a platform that helps shippers and transporters find each other to save time and money and the platform is one that is easy to use. To start off the cycle, the shipper posts a shipment on iKargo and specifies his requirements or items that needs to be delivered along with the location and dates. Then, the transporters that fit the shipment needs, based on the transport types and location, are automatically notified via the mobile app.

Transporters that are notified can begin bidding for the shipment and this process continues until the shipper accepts a bid and pays the bid price. Upon confirmation of the job, the transporter then dispatches a transport to pick up the shipment and delivers the consignment. Upon delivery, the recipient will enter a PIN or sign a delivery order and the transporter gets paid accordingly.

The team at iKargo is relatively small and it wasn’t easy for them to manage the various aspects of an e-commerce business. Realizing that, they started to look out for technology companies that could help them automate many aspects of their business.

Good Meal Hunting Success Story

In recent months, we have realized that more and more companies today understand the importance of having systems in place to manage their business. This awareness has surely been growing in Malaysia and technology adoption has been steadily heightening.

That being said, the number of customers that we have been seeing has also been on the rise. As a result, the number of engagements that we’ve had has also been increasing. Today, we are proud to publish yet another case study of one of our satisfied customers. This would become our 9th case study for the year and this one is with Good Meal Hunting.

To give an overview as to what this company does, Good Meal Hunting is a technology company set up with the purpose of helping home cooks manage their food business out of the comfort of their own homes as well as to serve consumers freshly made meals by delivering directly to them.

Good Meal Hunting handles all the logistical and technical aspects of running a food business, from providing food containers to coordinating with delivery services in order to let their kitchen merchants focus on the most important part, the food itself. Consumers could now log in to Good Meal Hunting platform, choose the dishes and the quantity, pay online and the food would be sent to their doorstep.

Managing an e-commerce business has never been easy and it is almost mandatory to have systems in place that would help manage, monitor and automate many aspects of the business. Despite being a not so large company, the team at Good Meal Hunting realized the importance of this and started looking out for a solution provider.

Venuescape Success Story

The last few weeks had been truly fantastic times for our implementation team. Many of our new clients had been going live and as a result, we had been sharing a number of new case studies with all of you. This week, we take pride in publishing our 8th Case Study for this year which is on Venuescape.

As a company, Venuescape started in the year 2015 and is in the event management business. They also provide a platform for their customers to discover and book the venue of their choice based on location, seating capacity and budgets for their next event. This could be both corporate as well as family events. Besides this, Venuescape also offers a full range of event management services which would be tailored to meet the specific needs of their clients.

As you could see, they had to manage two sets of databases; one being their end customers and the other being their event partners. The second set of customers could be restaurants, halls and even convention centers and this list is rapidly expanding on a day to day basis.

The first few years, they could manage all of this using conventional methods but as they started growing rapidly after the second year, they needed a system in place to manage their databases as well as the myriad of activity that surrounds this.

Fullrich Malaysia Success Story

Last week, we shared a case study on one of our customers who are in the co-working space business. This week, we are delighted to publish our 7th case study for this year which is on Fullrich Malaysia.

To give a little more context as to what Fullrich Malaysia does, they are a financial solution provider established to empower consumers and businesses in this digital era. Powered by technology from Fullrich Beijing and funded by the Barrington Group, Fullrich Malaysia aims to popularize the full benefits of their flagship product, TaPay, in everyday life, aided by its partnership with Affin Bank and Cyberview.

Having started about a year back, the company was on the lookout for a CRM solution to manage their growing database of customers, partners and merchants. Along with that, they wanted to streamline and put processes in place for their Sales, Marketing and Customer Support departments.

That was when they invited Second CRM over for a solution demo and the CEO and top management were impressed with the solution capabilities. Ideally, they would have needed to have gotten a stack of systems to manage all that they could in Second CRM and that was the winning factor for us.

The Launchpad Success Story

The last few months had been really exciting times for us. Not only has the team been growing, our customer base had been growing as well with new customer acquisitions coming in from various geographies.

This is truly exciting because this year is a year of geographical expansion for us and we are glad that our plans are intact, and the execution had been as per our plans. This year, we had been sharing a number of case studies and today, we are pleased to publish our 6^th case study for the year and this is with The Launchpad.

The Launchpad is a co-working space that is based in Cyberjaya, Selangor. They had started operations in January 2017 and since then, have been on a rapid growth. In line with this expansion, they were looking for a technology partner that could help them manage their growth in an efficient manner.

The Community Manager had been looking at a number of solution providers and after some evaluation, they had decided to engage Second CRM. Based on the inputs received from the Community Manager, one of the main reasons that they had decided to work with us is the user friendliness of the system. 

Tools To Help You Increase Your Enrolment Rates

A few weeks back, we shared some of the common problems faced by most institutions of higher education and these are problems that are seen across the globe, not only those that are specific to a particular geography.

This week, let’s look at some ways that we could help you automate many of your marketing activities in order to create a personalized relationship with prospective students that invariably increases your recruitment numbers.

It is a known fact that all prospective students apply to at least a number of universities at any particular time. As people, we are all bound by emotions and the best way to win these students is to engage more with them and give them that personalized feeling that they are welcome at your institution of higher education.

The fact that they feel warm and welcomed to a particular university creates a passion towards that university and if you can do this, you have already won half the battle in securing this prospective student.

Fabulous Ending To The Week At Echelon 2018

This day last week, we were at Echelon 2018 that was held in Singapore Expo. The exhibition was held on Thursday and Friday and on both days, there were hundreds of visitors that had visited us at our booth.

Overall, Echelon 2018 was a mega success and we were overwhelmed by the reception given and the excitement shown by Singaporeans towards technology adoption. Having known that we had been giving a very special offer on our CRM at Echelon 2018, there were so many enquiries, both from Start-ups as well as established businesses.

In fact, by the end of the two-day period, we were certain that we had spoken to at least a thousand companies from Singapore. From this lot, a couple of hundred Start-ups took up the never before seen offer and registered for our Start-up Pack which entitles them to a Free CRM for a period of one year with no contractual obligations.