How Remote Work is Affecting CRM

The New Work-From-Home Dynamic and its Effect on CRM

According to a study by freelancing platform Upwork, 36.2 million Americans are expected to work remotely by 2025. As one would expect, pandemic has obviously played a major role in establishing remote work as a viable option for many employers and employees.

As people increasingly shift to working from home, remote work has brought new challenges and opportunities for systems like customer relationship management (CRM) platforms. This article will talk about how the rise of remote work has affected all types of CRM tools and how they are changing to better serve their userbase.

Unified CRM System

Efficiency is the new watchword for many work-from-home employees. Tools and processes need to be streamlined to allow users to maintain pre-pandemic productivity standards, especially those made harder by a remote work setup. 

Many CRM tools answered this requirement by introducing unified systems that help create a seamless alignment between lead management and other major parts of the customer journey like: 

  •     Marketing campaigns
  •     Customer onboarding
  •     Delivery
  •     Customer and Product Support

This tight integration will enable users from across multiple remote teams and organizations to work in one, unified system, eliminating the need to jump from one program to another.

CRMs are also starting to embrace seamless app integration as part of their unified systems, which allows other productivity tools and applications to be integrated into the CRM software for easy access.  

 

Streamlined Communication

Communication is key when it comes to working remotely. That’s why CRM tools are now embracing a single-channel approach to communication. Many CRM platforms now provide internal messaging and chat capabilities within their application to help streamline communication between remote workers and disparate organizations.

Additionally, it’s also possible now for users to view reports, share files, or read announcements in real-time and without the hassle of installing a separate program. 

AI Integration

The use of artificial intelligence (AI) has been around before the pandemic, but the shift to remote work and the need to establish efficient processes has made AI invaluable.

For CRM platforms, AI integration means:

  •     Efficient process automation
  •     Advanced data gathering capabilities
  •     Improved query handling, data processing, and forecasting for AI-powered chatbots
  •     Quick and effective predictive analytics for marketing campaigns and budget handling 

AI is invaluable for many remote workers since it eliminates certain workloads through automation, which allows them to work on other, more value-added projects without worrying about leaving other tasks behind.

You can expect more CRM tools to embrace AI integration as part of their main features.

Mobile CRMs

Perhaps one of the biggest changes initiated by remote work is the rise of mobile CRMs which means that users are no longer shackled to their desktops when it comes to accessing the CRM tool.

Smartphones and tablets now enable remote workers to update, synchronize, and share data between inter and Intra company teams. Mobile CRMs allow the following to be carried out even when they’re on the go:

  •     Attend meetings using click-to-call and teleconference features
  •     Plan tasks for the day through calendar integration
  •     Access and update contacts, leads, and other opportunities
  •     Open and share work-related files using the cloud

This new work-from-home dynamic has introduced major changes to all aspects of CRM technology. CRM providers quickly embraced these changes and used them to develop new ways of helping remote workers do their job more easily despite the circumstances.

A2O Mobile offers flexible, rapidly configurable, and AI-driven CRM solutions for businesses. If your organization needs a CRM reboot, feel free to schedule a demo with us to learn how our services can support your success.