Emphasize Customer Relationship Management: Our Quality of Service Guarantee

If you have on your hands, the information of 5,000 customers, how would you deal with it? How would you maintain and put it to good use?

Stark, the founder of iChange (True Love's Bridge), a 90's child coming from a single parent family, has been an entrepreneur since the age of 17. He now owns a business which specializes in providing training to single men and women, helping them better find true love through healthy gender education principles. With an enormous customer base, how should Stark effectively maintain and manage customer relations?

According to Stark, "A colleague who brought up VIdegree (a cloud customer relationship management service) after attending one of their seminars helped me out greatly!" At the time, Stark just happened to be looking for a customer relationship management system, because iChange had on their hands over 5000 customer information files, and managing them had become a daunting project. He had checked out other software, but was not satisfied with any of them. It wasn't until trying VIdegree that he felt he had found one that could help him effectively manage the company's customer information and it was quite exciting to him. "After trying out VIdegree, I immediately placed an order. Because while I was trying it out, I was simultaneously formulating how I would use it to categorize my customers in my head. VIdegree's automatic tagging feature would be a perfect fit for helping me achieve the blueprint I envisioned!" exclaimed Stark.

"Previously, when we used EXCEL to manage customer information, we were unable to effectively organize them by category. Now using GSS's VIdegree, we are able to create very precise tag settings so that when searching for customer information, we can more quickly and accurately find products suited for a specific customer group according to different purchasing records, age groups, occupations, salary, or relationship status and etc. It really is very convenient." To Stark it is of extreme importance to understand the needs of the company's loyal and core customers in order to provide them with products best suited to them.

At the same time, iChange has also started using VIdegree as the company's internal communications platform, making it even faster to collectively organize customer information. "Aside from me, our company has four employees who use VIdegree on a constant basis. Marketing, finance, and sales all use it. In regards to the information of each different customer, the specific part of a customer's information each department comes into contact with would be different. For example, the finance department would take a customer's purchase records and enter it into the system; our sales people can on the other hand use the special characteristics of the customer to set tags and etc. The marketing division can verify and input customers that have completed a questionnaire, and then make note to have a gift or email notice sent to them. Another advantage of using VIdegree is that even when everyone is simultaneously editing or making changes, there is still no confusion, the formatting is very clear, therefore allowing several people to use the system at the same time without any problem!" Stark further believes that, follow-up on customer feedback is extremely important, and VIdegree has not only allowed them to effectively manage customer relationships, but has also been a great help in the integration of internal communications.

When the company first decided to use VIdegree, Stark was worried that a large amount of time would need to be spent transitioning from a traditional management system to a cloud customer relationship management system. According to Stark, "Our company has an enormous amount of customer information saved. When we first implemented VIdegree, the five thousand customer information files were imported in batches. Later, due to the user-friendly interface, we were all used to it in within half a month. We were able to start operating very quickly." As long as we're using the right tool, it isn't that difficult to make procedural changes.

From Stark's point of view, effective management of customer information trumps all else in business management, "Customer relationship management is an extremely important part of managing a business. In addition, VIdegree really is very user-friendly and the more we use it, the more we strengthen the stickiness between iChange and our customers.  We just started to use this platform last year, and although we are yet unable to estimate the real growth benefit from the implementation of VIdegree, I'm confident that the behind the scenes, the VIdegree customer relationship management system has definitely been the largest contributor to our management upgrades!" expressed Stark.