RTR Advisory Group Goes Mobile to Improve Customer Service and Boost Confidence
Doug Roche, Managing Partner at RTR revealed that when RTR switched from London Life to being on its own, they had to build a whole new client management system. They also needed a team-oriented solution for better coordination for accurate and timely service to clients. Managing contacts and emails with BlackBerry smartphones was a good solution but one couldn't see everything that was required when one wanted to know details about a particular client. Nor could they make notes about what was needed to get done. The new MaxMobile on each BlackBerry was upgraded to the latest version of Maximizer CRM to extend the full power of Maximizer CRM to mobile staff members. Now when client calls are made, they can look up on their BlackBerry smartphones for any notes about that person and the specific instructions that the company might have maintained for that client. The person therefore has full knowledge on what the firm has done for them, including access to documents. With a MaxMobile one has up-to-the-minute client information, thereby helping to go beyond business to better customer relationships. Clients also feel comfortable working with the firm with the Maximizer CRM. They feel that the organization knows and cares about him. RTR is planning more marketing and customer service modules that will be built into the Maximizer CRM. This means greater level of assurance and confidence for clients.