One of the core functions of a CRM is the tracking of communications and activity against companies and contacts. SugarCRM offers a range of options for tracking activity within the CRM, including the ability to track:
- Email (with attachments)
- Notes & Attachments
- Completed Tasks
- Meetings & Calls
This functionality is combined with seamless integration with Microsoft Outlook and Lotus Notes, as well as Google Apps and a range of third party email applications. The system offers email client integration across all platforms, meaning that it is one of the few truly platform independent solutions.
While tracking of activity within a CRM is important, it's critical to have processes in place that ensure that activity is performed and tracked within the CRM. The key here is to combined a process that drives a pro-active followup process with clients and makes it impossible to bypass the logging of activity. Refer to our section on customer management & followup for examples of how this can be achieved.
Activity Tracking as Key Performance Indicators
One of the most effective uses of activity information within a CRM is for identifying how pro-active staff are at maintain relationships with clients. This is achieved by combining the powerful reporting & analysis tools within SugarCRM with the activity tracking. Some examples of typical KPIs include:
- Total phone calls per sales person per month
- Last contact date by client by sales person
This information can be integrated into staff KPIs and used as a tool for driving staff activity.
