Customer Service Specialist at MBSS (2017)
With MB Smart Solutions (MBSS) I called the customers for relationship management (CRM).
The idea was to monitor their experience with their services and explore the possibility of an up-sell or a cross-sell.
This company is based on hardware for households and some companies. Their scope is:
- Surveillance (security cameras)
- Wifi antennas
- Home automation
-Audio and Video
- Ring Central installation (Doorbell and Mobile services)
There were found some opportunites on cross-sell for "sales farming" in surveillance and home automation.
Visiting MBSS in California
In December 2017 I had the opportunity to visit Palm Springs California to experience in person the operations.
Quickbooks
Quickbooks was only used to filter the data of the customers since there was not an existing tool for CRM management. The data was exported manually to a spreadsheet.
Constant Contact
Used this tool for email marketing. Customers were selected depending on their previous histotical purchases. There was the possibility of:
1) an up-sell
2) a cross-sell
Ring Central
This app was used to call the customers (in Riverside California) from Colombia (my location).