According to some estimates, it is up to seven times more expensive to attract a new customer than to retain an existing one.
Strong relationships are critical for building a loyal customer base, regardless of your industry. It’s not enough to offer a great product; customers expect outstanding service customized to their unique needs.
It might surprise you to learn that a strong content management system and workflows enables stronger relationships with your clients. In fact, they are crucial to the entire client onboarding process.
Document Management Improves Customer Service
You can use document management systems to collect and record information you’ll need later to serve customers better. As you continue engaging with a customer via phone or email, your employees continue to add to the client data. This will make it easy for employees to find relevant information to share with the customer.
Each document you create and store in the system is available internally and can be shared externally. Then it can be easily found, edited, and collaborated on to answer the client’s questions. Many businesses keep this data in multiple locations or repositories, and smart businesses gain a competitive edge by having easy access to that information from one location. Your employees will be able to access the right, important information fast, so they can provide the timely service your client expects.
Workflows for Enhanced Communication
Workflows are critical for the most effective document or content management systems. You’ll use document management to record the information gathered through customer engagements. Again, this data can be used to improve service to the customer. Workflows standardize and formalize processes around both document and non-document data in the system. Automate emails, handle attachments, agreements, contracts, non-disclosure agreements, and policies according to specific events that you can program according to the needs of each client.
During an account manager’s absence, another team member can oversee their client via a portal to access all communication, documents, and other relevant data. The client always gets the attention and service they need because their information is easy to access in one place.
Clients feel valued because they receive personalized attention, which leads to increased loyalty. According to research, 73% of customers will recommend a brand to others if they are satisfied with their experience, and 46% will trust that brand’s products and services. And, 72% of customers will tell at least six people about a positive experience. However, 13% of unhappy customers will tell 15 or more people about their experience.
Clearly, creating strong relationships is critical for business success and growth.
M-Files Strengthens Relationships and Boosts Business
The way to grow your business is to build strong relationships with your customers. M-Files can help.
If you’re ready to learn more, download 5 Ways to Strengthen Client Relationships by Combining Workflows with Document Management. Then contact us to get started.