Last week I was told of the merging of HearMe, a leading desktop video/audio conferencing suite, and SugarCRM, an open-source CRM platform for improving relationships with customers; obviously really, that's what CRM does.
Having a platform which allows customers to communicate with the providers of service is a massive improvement to after-sales and pre-sales service. Without these, the customer can feel alienated and without guidance; something an enterprise really wouldn't want to happen. But by using a CRM solution to indentify customers, acquire customers, but also retain customers is something vital to an enterprise strategy.
CRM is evidentially popular in enterprise and business processes, because it's a vital way of gaining and retaining customers. Not only that, having an audio and visual solution which complements the CRM literally gives customers a friendly face to be helped, guided and assisted where and when needed.
SugarCRM, even with its inappropriately frivolous name, seems to be unique to some extent by offering this to its customers. By integrating a video conferencing solution with a customer-relationship management solution creates an all-round service which you could only usually get if you acted like a total luddite on the shop floor.
HereMe has essentially taken off the front panel of itself and merged into SugarCRM, like a 30th-century DNA fusion experiment. The customer can now launch a meeting with a sales representative as well as share documents, such as a user manual or product factsheet with the customer.
By enhancing human interaction with voice and speech, text on screen and video, this solution can ease the customer through their purchases by having someone there to reassure them in what they want and need.