The Silicon Review
When we discuss CRM, we are usually referring to the CRM system as a strategy, process, or a technological system. The word “System” here defines the collation of information from the customer touchpoint and analysis of these interactions. CRM paves the way for businesses to build relationships with their customer, which results in increased loyalty and customer retention. The core function of a CRM is to create a simple user interface for the collection of data that helps businesses identify and communicate with customers in a more scalable way. CRM might seem simple, but it can be implemented in a wide array of methods. Due to this diversity, it can benefit companies of any size and help them scale.
A B2B CRM provider called Inline Data Systems specializes in deep data insight, key integrations, and a multi-tier marketing platform using a Powerful CRM. Inline CRM is a sales and fulfillment software in the service contract industry that give clients the ability to have total control over their direct marketing and sales activities. Clients use Inline CRM as the workhorse for their extended warranty sales fulfillment business. With features like automatic customer follow-up, flexible quote options, real-time commission reporting and comprehensive reporting, clients can run their business efficiently and effectively to maximize their profits. Inline CRM gives the client options to sync marketing platforms and data across systems.
Inline Data Systems was founded in 2011, and it is based in Columbia, Illinois.
In conversation with Justin Wilkerson, Founder and CIO of Inline Data Systems
Q. What are the key benefits that businesses can enjoy with your CRM?
Key benefits of Inline CRM are lead management, direct marketing tools, cloud-based databases, comprehensive reporting capabilities, payroll commission calculation, script building capabilities, a mobile app, printed fulfillment booklets to customers, and stellar customer support.
Q. Integration into the existing system is integral for a CRM system. How flexible is your solution for integration into operations?
Inline CRM easily integrates with data providers, payment processors, and some phone system providers. The CRM also has extremely flexible web service options for data coming into the system.
We are integrated with 100s of service providers in the extended warranty space, including product administrators and payment plan companies.
Q. How do you gather insights to update your offering and improve the customer experience?
Unlike many CRMs, Inline CRM does not use a ticketing system to respond to support requests. Our development team handles and views all support requests that come in, and a live person always answers the phone. This gives us the unique ability to determine if there is a pain point across multiple clients that we can address with a new feature. We are always learning and utilizing the latest technology to improve our CRM’s functionality as well as keeping the look and feel of our software up to date.
Q. Tell us about your lead management and direct marketing.
Inline CRM’s Follow-up Management tool allows call centers to take their business to the next level. A call center using this tool can increase its sales team’s productivity by reaching more prospects and increasing their return on investment. They can do this with tools in Follow-up Management that include lead prioritization, scheduled distribution programs, customizable user groups, custom action and status settings, a user-friendly WIP (work in progress) window for users, and custom lead reporting.
Q. What are the anticipated trends in the CRM segment and how prepared are you for the future trends?
Traditionally Inline CRM clients represented businesses that were selling vehicle service contracts. Recently the home service contract business has ramped up, so we are taking steps to ensure our home sale functionality is top-notch. We are also currently developing complement software to meet our clients’ needs as they grow in the future. We are developing platforms to target business sectors like insurance and finance, and we continue to roll out enhancements to our current CRM platform.
Q. How do you market your services?
Our marketing is primarily email, LinkedIn and referral business.
Q. Do you have any new services ready to be launched?
We have recently launched the latest technology in security for Inline CRM’s clients. Our clients can now require their users to log in using a 2-factor authentication process. This process enhances our already robust IP restriction security.
Q. What are your trajectories for the next 5 years?
In the next five years, we plan to be the leading sales fulfillment provider in the extended service contract sector and significantly gaining ground with software in other sectors like insurance and finance.
Meet the leader behind the success of Inline Data Systems
Justin Wilkerson is the Founder and CIO of Inline Data Systems. He started his career as an IT intern at a vehicle service contract call center in the early 2000s. Over the next few years, he worked his way up to IT management and quickly climbed all the way to the CIO position in the company.
Get in touch -www.inlinecrm.com