Edgewater Fullscope Blog

Improve Customer Satisfaction with Every Interaction

Jan 26, 2018 9:24 AM

“Maximising satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20 percent but also to lift sales revenue by up to 15 percent while lowering the cost of serving customers by as much as 20 per cent.”*

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How CRM Can Help Manage Employee Expectation

Jan 19, 2018 8:34 AM

“Employees who are engaged and thriving are 59 percent less likely to look for a job with a different organisation in the next 12 months”*

Customer satisfaction is not just for external customers. The challenge for financial services firms is to find and keep talented employees, who are vital to the continuity and success of their business. Keeping those employees happy and engaged will help to retain them.

Download our eBook - Making it count and learn how to:

  • Empower your staff with digital insight
  • Better allocate tasks and responsibilities
  • Provide full visibility of project status
  • Identify where staff are struggling and need help

Being happy and engaged is not just to do with pay rises and perks, however. An employee who is empowered to do their job to the best of their ability is likely to be more satisfied than one who struggles to find what is needed to help them to do their job. The flow of information and data about customers and prospects, and the full visibility of the pipeline that CRM offers, can ease the work of anyone who is dealing with clients. They will have all the information they need at their fingertips.

Accountancy and financial services firms have much to gain by investing in technology that will help them to meet the challenges of the next few years. A CRM system can help to make the business more efficient and effective, it will help to keep employees engaged and productive, it will ensure that customers are satisfied, and it will help to build new business. See how we have helped BDO Drive UK do just that, learn about their success HERE. 

*SOURCE: Gallup

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Getting to the Heart of Data for Life Science Organisations

Jan 18, 2018 8:32 AM

“The New Health Economy will focus increasingly on paying for the value rather than the volume of medical care; in other words, it will be a more consumer-facing industry.”*

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Snowball Challenge

Dec 19, 2017 2:07 PM

One of our clients have thought up a brilliant way to incorporate the Christmas spirit into driving their end users into updating and enriching data in D365 CRM. In our monthly session together back in October, yes I know we shouldn’t be talking about Christmas in October, we were talking about ways to get adoption and to get end users to make sure their data is correct, up to date and all the information they know has been completed in CRM, therefore we flippantly discussed incorporating a Christmas challenge and incentive to drive people into the system and to also get people to review and improve the account data that they have a relationship with. In the next monthly session we had together the admin team, along with Leadership team communicating out the “Christmas Challenge” and incentives, demonstrated their unique way to bring a bit of fun and internal office competition into updating data in CRM with a Christmassy feel to the whole experience.

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Professional Services: the Robots may be coming but Humans have a Job still to do!

Dec 13, 2017 7:00 PM

Digital transformation in the workplace of customer interactions have led to predictions of wholesale job losses, not least, in professional services. Sectors predicted to be most at risk are banking, accountancy, tax and insurance. The big Industry 4.0 shift now overturning traditional business models of silo thinking, and the access and distribution of data information systems, will indeed, drive the urgent digital upskilling needed for a maximised 360 customer experience at all touchpoints.

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Digital Transformation a Threat to Professional Services or a Passage to Profitability?

Nov 29, 2017 7:00 PM

One of the prevailing narratives trailing the incoming tidal wave of Industry 4.0 technology is the threat to Professional Services, and the level of future staffing. It was recently predicted by US-based consultancy, Opimas, that financial services was likely to lose 230,000 jobs by 2025, and asset management would fare much worse with the loss of 90,000 jobs during the same period. Is the growing fear of the Industry 4.0 ‘invasion’ preventing senior principals at law practices and accountancy firms, for example, from even trying to chart a passage through the perceived treacherous digital waters ahead?

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CRM: Tailored for customers who expect the info they need, when they need it!

Nov 15, 2017 7:00 PM

Are professional services still serving their customers? It’s a serious question. Nearly three quarters (73 per cent) of marketing executives routinely collect information about current customer behaviour and say they have a “detailed” customer picture, but it seems that only slightly more than a third (37 per cent) actually use the data for ‘personalised’ marketing (The Economist, Intelligence Unit). We all should know the mantra by now: “providing the right information at the right time on the right channel”. So where is professional services on customer satisfaction ratings?

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