The majority of organisations don’t have a document management functionality integrated into their CRM system, new research has shown.
Document management software company Version One surveyed 126 managers from public and private organisations and found only 17% of firms have document management integrated into their system, whilst 10% remained uncertain.
Nearly 60% of those without document integration claimed their organisation would benefit from having the functionality, suggesting a significant demand for the technology, said the firm.
CRM document management integration provides instant access to customer records which provides invaluable customer intelligence, according to Version One.
Greg Ford, MD of Version One, said: “The survey results highlight that there is a definite need for CRM systems with integrated document management functionality. Using this software, imaged documents can be linked to the corresponding records in CRM, providing a comprehensive history of all dealings with customers, whether you’re in sales, operations or customer support.
“This holistic view enables improved customer service and provides the foundation for smarter cross-selling and up-selling.”