How to Optimize Service Costs With Low-Code Service CRM

As a customer service manager, you want two things:

  1. Lower costs of service
  2. High customer satisfaction scores

But if you’re like most managers, you secretly fear that these two wishes are contradictory. Traditionally, service managers feel they need more people and higher budgets to deliver better service.  

In fact, ‘gamification’ continues to be the buzzword in the customer service world. Not only managers but also tech companies push the idea of ‘contests and rewards’ to motivate service personnel to do better. This approach in itself is a high-cost one; it pegs its hopes on spikes of motivation, driven by financial reward. 

In reality, this is expensive, and worse still, rarely moves the needle.

If you’ve had similar frustrations, you’d have no patience for one-time fixes. To ‘solve’ this, you need a service CRM.  

Of course, this can’t be the first time you’ve heard of the idea. It’s not even a new idea; service CRMs have been in the marketplace for decades now. So let’s be honest; this tech has been around for years, but still, the dichotomy of happy customers versus low costs of service exists. 

Why does traditional service CRM fail to deliver their promises? 

It’s this: there is a massive gulf between what a standard or even customised CRM offers, and what the customer service team needs. Customers are used to getting better service every day: proactive updates, multiple ways to contact service teams, and personalised touches. Those expectations keep rising. Brands that can deliver exceptional service at lower costs win, while others get left behind. But traditional CRMs aren’t built for this constant evolution; they’re too rigid to adapt quickly enough.  

Even a heavily customised CRM soon becomes rigid because the cost of making it evolve with the needs of the team is untenable. Soon, there’s a growing gap, and people start hating their jobs because they’re spending all day struggling with vendors, sheets, and legacy systems. You don’t get time to improve things and end up running a web of processes and applications, not a business.

All that changes now, because of Low-Code service CRMs. Think of a Low-Code CRM as a system that you can shape like clay so that it mimics your business, your service goals, and your service team’s needs. 

Let’s explore how a Low-Code service CRM can help.

What is a Low-Code service CRM and how is it different?

A Low-Code service CRM is a customer relationship management system that lets your service team create and tailor applications on their own, without needing extensive programming knowledge. Instead of relying on IT or the CRM vendor to code every new feature or customisation, your team can build what they need on their own or with little support.

Your Low-Code service CRM lets you quickly tailor forms, workflows, or reports with a simple click, not a complex code. This is important because this lets your team respond to customer needs or business shifts almost instantly, without the usual delays and frustrations. 

Best of all, this agility doesn’t require a tech expert. The intuitive interface and drag-and-drop tools make it easy for anyone to become a CRM builder. You take control, reduce costs, and gain the flexibility you need to deliver exceptional service.

Essentially, with a Low-Code service CRM, you are moving away from the ‘code it line by line’ paradigm to the ‘design it on the screen’ paradigm. A user only has to stitch together the logic of the tool they need, and the Low-Code power of the CRM means it will generate the code automatically. 

This is exactly what service teams need–a CRM that gives them the freedom to think ‘How do I make my work easier, quicker, more enjoyable’ rather than ‘How can I steer around this cluttered system of work, skip some steps, and save some time’.

A Low-Code service CRM makes this possible because it offers 4 massive improvements over how anyone can use the system to create a new feature or application. 

  • Drag-and-drop interface: Easily move elements and arrange them to design your application.
  • Visual workflow builder: Create automated processes and workflows without writing code.
  • Pre-built templates and components: Start with pre-designed templates and modify them to fit your needs.
  • Data integration: Connect your CRM with other systems to streamline your processes.

But above all, here’s the biggest advantage of Low-Code: it’s about making technology work for your business, not the other way around. It lets you speak in the language of your work, and not the language of tech.  

The power of a Low-Code service CRM

When this new approach of ‘help yourself to the tech you need’ meets service CRM, something amazing happens.

  • Flexibility: You can customise forms, workflows, and reports to match your unique processes – no more waiting for IT to get around to it.
  • Speed: You can build apps so much faster than traditional development. That means you can react quickly to new business challenges or customer demands.
  • Ease of use: The visual interfaces are designed for anyone to understand, so even non-technical folks can make changes or add features.
  • Cost-effectiveness: Because you don’t need a team of specialised developers, you save a ton of money on building and maintaining custom software.

It’s a game-changer for customer service teams who want to stay nimble and responsive. But can it help you reduce costs without compromising on customer experience?

How can a Low-Code service CRM end the cost versus quality tug-of-war?

When your service team uses a Low-Code CRM, three key actions become second nature, which lets service managers reduce costs without taking away service quality. These are:

 

  1. Automate

Low-Code CRM lets you effortlessly automate repetitive tasks. For instance, if you’re an online retailer, your CRM can automatically tag incoming customer queries based on keywords like “shipping” or “return.” It can then route those queries to the right team member. Imagine how much manual work it will eliminate, how much time it will save, and how much better the first-response times will be, with this in place. 

     2. Integrate

The one thing that drains energy is the headache of juggling multiple systems. A Low-Code CRM seamlessly connects with your existing tools. An electronics retailer, for example, can integrate their CRM with inventory management. Now, when a customer asks for a refund because they received a faulty product, the customer service agent can stop worrying about juggling through refund policy documents, because all that info is linked from the product database into the CRM. So, questions that took 5 minutes to answer, now take half a minute to answer. More than the time saving, this takes away the cognitive pressure from the service rep, and lets them focus on making the customer feel good, rather than merely feel ‘responded to’.  

     3. Analyze

Cluttered IT means cluttered thinking. With Low-Code CRM, this problem goes away. The result is that everyone has the mental freedom to ask the right questions because they know the answers won’t take forever. For instance, as a service manager, think of what you can do when you gain a crystal-clear understanding of your customer service team’s performance. With nearly no extra effort, you can create dashboards that display real-time data on call volume, average handling time, and customer satisfaction. So when you want to find out which type of customer calls take up most time, you have the answer ready in minutes, not weeks.  

Together, these three things mean you can take your eyes off the road and focus on the destination. You know the problems you need to eliminate. You know who deserves a promotion, who needs training, and who might not be the right fit. You can make strategic decisions that improve your service and lower your costs.

If you feel this is something you can benefit from, you’ll love what we do at Amoga

The Amoga Low-Code Service CRM Advantage

At Amoga, we believe Low-Code technology is the bridge between the promise of digital transformation and actually making it real. It’s about weaving technology into your everyday work, so everyone can enjoy their jobs and use their brainpower to solve problems that matter.

This philosophy is at the heart of our Amoga service CRM. We believe your organisation owes it to your service team to make their work easier and more enjoyable. If this resonates with you, we invite you to see how Amoga can transform the way your service team operates. Request a demo and experience the difference firsthand.

 

 

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Can Low-Code CRM clean up your IT mess?

Cleanliness is next to godliness. This proverb applies to life and the world of IT. 

A cluttered room makes finding anything a nightmare. It’s the same with IT. When your IT landscape is littered with disparate applications, your people lose their time in locating the right tool or data. This is frustrating and wastes time. Think of how unkempt rooms decay faster. In a similar way, cluttered IT poses security risks.

Unfortunately, many CIOs lose sleep over their ‘untidy rooms’. This problem of “application clutter” is a natural outcome of a buildup of apps from mergers, past projects, or departments taking their tech into their own hands. The result: their organisation’s IT looks like a group of islands when seen from the top. 

Highlighting the severity of IT clutter, consider the Paris airport incident in November 2015. The airport faced several hours of shutdown due to a critical computer crash running on a 23-year-old Windows 3.1 system, and meanwhile, planes were grounded. This disruption exemplifies the risks posed by outdated technology lingering in IT infrastructures. If you’re an IT leader, you know the one question that ought to have been asked: ‘Why was that system still in place?’. Likely, a combination of factors stemming from application clutter. So let’s try to understand what causes IT clutter in the first place. 

What causes IT clutter?

The truth is, IT clutter stems from the same thinking traps that cause any kind of mess:

  • Short-Term Thinking: “We don’t have time to deal with this now” leads to quick fixes and point solutions that create long-term problems.
  • Cost Cutting Concerns: Opting for cheap, “good enough” solutions might seem like a win initially, but these tools often lack scalability and integration, leading to higher costs down the road.
  • Fear of Change: “If it ain’t broke, don’t fix it” can be a tempting mentality. However outdated systems hinder efficiency and leave you vulnerable to security risks.

Of course, even when a CIO lays their finger on the pulse of the problem, they find it nearly impossible to convince the other chief executives of the need to clean the IT mess. In fact, executives outside of IT see upgrades as pointless if things seem to be working. Even end users (who are the worst victims of IT clutter) are prone to resist any changes. That’s because they fear a loss of control over how they do their jobs, especially if they rely on “shadow IT” solutions.

Worse yet, many older systems have terrible documentation. IT teams may not even fully understand how all of these systems connect and what data they hold. This uncertainty makes replacing them seem risky. So, the “if it ain’t broke…” mentality isn’t always about not wanting to do what’s hard, yet important. This scattershot approach to IT ultimately hurts your bottom line, with sales teams feeling the brunt of the impact. How? Let’s find out. 

How tech clutter suffocates sales

Clunky, outdated tech stacks are the silent assassins of an employee’s spirit to do good work. Imagine your reps, sharp and motivated, but weighed down by a mess of apps. Sadly, most CEOs don’t have to imagine this; they can see this in the workplace every day. Let’s see exactly how this tech clutter cripples your sales engine.

The problem of ‘app labyrinths’ for new joiners

When you hire someone new, they promise to be a breeze of fresh energy… until they find themselves lost in a maze of apps. Aren’t new hires supposed to ‘hit the ground running’? Then why are they drowning in application SOPs? Remember this: each unnecessary app adds another layer of complexity to work. Even training becomes a backbreaking journey as employees try to wrap their heads around scattered apps, pointless app features, and the word of them all – data silos. This robs sales teams of precious learning time. What would you want your sales teams to be doing? Building relationships with customers? Or deciphering cryptic app interfaces?

The problem of ‘where did I put that sheet’

Sales is all about speed and access to the right information. But with tech sprawl, crucial data becomes scattered across tens of applications. Reps spend hours hunting for that vital lead or prospect note. Imagine the frustration and lost opportunities while they hop from one data island to another.

The problem of ‘too many context-switches’

An army of apps can quickly morph into an army of tasks. Think of this; every new application means new SOPs, new processes, new notifications, and yet another layer of work that scrapes away mindspace. 

Make no mistake: every notification is a distraction. Every update becomes another item on an ever-growing to-do list. Reps get bogged down in the weeds of managing apps. When you’d want them to think about strategic sales activities, they’re merely referring to process documents on how to fill a dozen fields on an app screen. Sure, we don’t want to go deeper into the problem. We’re more interested in the solution. So let’s find out how you can overcome this problem of IT clutter.

The solution to the problem of IT clutter

Simple. Don’t let a technology vendor dictate what you need. Don’t fall into the trap of tech jargon. Before you talk to any CRM vendor, get crystal clear on your business needs. What are the daily bottlenecks holding you back? What kind of flow would make your teams unstoppable? Your top priority has to be to build an IT roadmap with zero obstacles for the users. To do this, think in terms of first principles. 

Here are four such principles to get you started:

  1. Technology should let users help themselves

Your teams shouldn’t be waiting on IT for every little fix or change. There needs to be a direct channel for them to say “Hey, this doesn’t work” or “It would be so much smoother if we could…” Giving them this voice empowers them to shape the way they work.

  1. Technology should let you build on best practices, and not from scratch

You shouldn’t be reinventing the wheel. Your system needs starting templates, built around proven ways of doing things. But the key is flexibility – let your teams easily adjust these to fit the way they actually operate.

  1. Technology should ease connections between systems

No more hopping between a dozen apps to get a full picture of what’s going on. Your tools should integrate, giving you a single, streamlined view of your sales process, customer data, and everything in between.

  1. Technology should be easy and affordable to use

Don’t settle for “that’s just how tech is.” If a system can’t work for your teams without costly overhauls or long delays, it’s the wrong system. Solutions exist that let your people adapt and innovate quickly, without needing a huge budget or an IT army. The answer to overcoming tech clutter lies in this kind of shift. And it turns out that Low-Code approaches are often the perfect fit…

How Low-Code CRM can help

Imagine building apps without writing mountains of code. That’s the magic of Low-Code. It’s an approach to development that’s designed with one goal: to make it super easy to build new apps and add new features to existing apps. 

A true Low-Code platform has these five key components. 

  1. Drag-and-drop interface that allows users to build and customize applications visually without deep coding knowledge.
  2. Pre-built templates that serve as starting points for new projects, significantly reducing development time and complexity.
  3. Tools that enable users to design and automate business processes through intuitive graphical workflows.
  4. Built-in connectors that facilitate seamless integration with various external systems and applications.
  5. Components and modules created in one project can be reused across multiple applications.

The power of Low-Code applications is in the fact that they reduce the burden on IT teams, and still let organizations build more apps. But let’s try to remember the four principles we discussed in the last section for now. Let’s see how a loa-code CRM tackles those principles we outlined:

  • Users can develop what they need, themselves

Low-Code puts the tools in your teams’ hands. Need to change a workflow? Add a new data field? With a visual, drag-and-drop approach, they can often do it themselves. This lets them solve problems as they arise, not months later. They don’t have to wait for the IT team (which is anyway too busy firefighting P1 issues and won’t have the time to serve for months to come). 

  • The IT team can build sophisticated apps quickly and easily

With Low-Code, you start with proven CRM templates. These templates make setup a breeze. But flexibility is key: your teams can adjust processes as they evolve. This is how your Low-Code CRM lets you build apps that are perfectly aligned with how your teams do their work. 

  • Everyone gets a coherent IT ecosystem 

Low-Code doesn’t just tackle sales. Think of it as the foundation to digitise everything –  customer support, projects, you name it.  So, with a Low-Code powered IT ecosystem, obstacles disappear from work. Customer data flows smoothly, and your teams aren’t wasting time switching apps. 

  • You can develop apps at 10X speed, and 1/4th cost

Traditionally, custom features meant hefty development costs and months of waiting. Soon enough, the spirit of innovation dies out. Employees get used to a system of clutter, and either make it an excuse to slacken off themselves, or create bylanes to skip processes (further aggravating the problem of shadow IT). 

With Low-Code, in-house teams can often make changes themselves. This is a massive burden off the shoulders of IT. When everyone has the confidence that they can build features and apps themselves, and that too at a cost so low that they don’t have to worry about getting approvals, then innovation thrives. 

If you like this approach, you’d love Amoga’s sales CRM. 

How can Amoga sales CRM help replace your IT clutter with a single platform?

Amoga is a Low-Code platform. This means Amoga lets you build what you want, quickly and cheaply. 

We take a Low-Code approach across the board, and our sales CRM is no different. That means goodbye to those rigid CRM tools that force you to change the way you work. Instead, Amoga’s CRM adapts to your team’s unique needs. We know every business has its own rhythm. Amoga CRM is built to enhance that, not disrupt it. Think of Amoga as the workbench on which you create the perfect sales machine. And the results are undeniable. For one of our clients, we helped them streamline a mess of 23 different apps down to a single, powerful platform. 

Ready to streamline your sales process and unlock efficiency with Amoga’s Low-Code CRM solution? Schedule a demo today to discover the transformative potential of your business!



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Conquer Customer Chaos: How Low-Code CRMs Deliver Seamless Omnichannel Sales

All customers are different, apart from just one thing. Every customer hates getting stuck during the product ‘search and buy’ process. But still, for most customers, the product search and purchase journey is jittery at best. There’s a reason for this. 

Customers have no reason to stick to a linear process. For instance, here’s a very realistic scenario:

  1. Shopper sees Facebook ads on their smartphone
  2. They visit the retailer’s website and browse products
  3. They get a sign-up discount code on their email
  4. They head back to the website and initiate a live chat with an agent to ask for info not listed on the product page
  5. They get their answers but vow to visit the retailer’s physical store the next day to see the product before they buy
  6. They go to the store and speak with the sales rep on the floor
  7. The sales rep informs them that the product is out of stock but promises to call back the next day with an update on when it’ll be back in stock

Now, in this journey, every stage is rife with the risk of the sale being vanquished, for reasons beyond the control of the retailer. The only way the retailer can stay in control is with an omnichannel CRM that can push the lead to the for the next stage of the sale, irrespective of the several channels involved in the process. 

It’s easy to appreciate the value of an omnichannel CRM. But it’s harder to explain why even the world’s best companies have failed to enjoy the benefits of one. Even the best of CRM has promised ‘omnichannel’ and failed miserably at it. For so many companies – startups, SMBs, and enterprises – it’s the same challenge: how to offer customers a truly omnichannel product search and purchase journey? This immediately poses some related questions:

  • What exactly is omnichannel sales
  • Why do so many CRMs fail at delivering it
  • How can you overcome this problem?

Let’s tackle these, one by one.

What exactly is omnichannel sales?

Let’s take a closer look at what true omnichannel sales involve. Imagine a customer, Alex. 

  1. Alex wants to buy a new coffee table and sees a great one on a furniture retailer’s website, but he has questions about dimensions and materials. He starts a live chat on the move to get quick answers.
  2. Later, when Alex visits the furniture retailer’s physical store to see the piece in person, the staff already knows about the live chat conversation. Staff knows that the item in question is not stocked in the store But they can easily persuade Alex to consider something very similar. Alex finds the perfect coffee table and buys it in-store.
  3. Soon after Alex gets home, he gets an email (with details of delivery time for the coffee table). 
  4. The next day, Alex knows he can’t be at home during the scheduled delivery slot, so he goes to the live chat and requests the delivery to be rescheduled 4 hours later. The sales team continues the conversation without missing a beat. The delivery happens successfully. 
  5. Later, Alex receives a link on his WhatsApp, to leave a public review for the retailer (because the CRM knows from past interactions that Alex has ignored ‘requests for review’ on email and acted when asked on WhatsApp). Alex leaves a 5-star review. 

This seamless integration across websites, live chat, in-store, email, and WhatsApp, where every interaction builds on the last without any repetition or delay, exemplifies omnichannel sales. The idea is that the customer journey continues uninterrupted across multiple platforms. The result is obvious – the customer will stay on track to complete the sale, in spite of countless cracks in the track. Technically speaking, a CRM has to be the backbone of omnichannel. It gathers all customer interactions into one central place. 

But here’s the problem: many CRMs simply record your email, phone call, maybe a chat transcript…and that’s it. That’s multichannel, not truly omnichannel. While multichannel is better than nothing, it still leaves gaps. When the customer is open to considering alternatives to your products, you can’t afford these gaps. The customer has no motivation or drive to complete the sale; it’s the job of the sales rep, but multichannel means they will only have a hazy version of truth to act on. 

This leaves us guessing: what’s the problem?

Why do so many CRMs fail at omnichannel sales?

So, why can’t most CRMs support omnichannel sales? Honestly, it’s often because businesses fall into a trap. 

  • They see what everyone else is doing.
  • They buy a popular CRM.
  • They try to cram their processes into it. 

This is backwards! Many decision-makers lack the time or tech expertise to define their exact needs. This is the first point of failure, which eventually leads to half-baked solutions that leave customers frustrated and staff tied in knots.

Forget the rat race. True omnichannel success means ditching this mindset and demanding the right tools… tools that can shape your customer journey. So, a CTO shouldn’t bother about the features of a CRM. Instead, they must think of first principles. They must enlist some sharp, non-negotiable asks for CRM vendors to fulfill (or, to forget about the sale). Here are some first-principle questions to get you started:

  • Can a customer seamlessly switch channels without losing progress?
  • Can sales reps instantly access the full customer interaction history?
  • Does the CRM integrate with all our key communication tools (email, SMS, social, etc.) now, and will it evolve with how customer preferences evolve?

The CRM you choose will determine whether you can capture leads from all possible channels, and then keep on nudging them onto the next steps in the sales process until they complete the sale. So, being 100% sure of what you want is crucial. Remember, each change you make to streamline your process has a snowball effect. A small digital tweak today can save countless hours in the future. 

So, the question isn’t whether your CRM can be omnichannel, but rather does it let you build it around your business, not the other way around? Is there a way to have this flexibility without needing an army of programmers? Turns out, the answer is yes – and it lies in the power of Low-Code.

What is low code and how does it help?

Low-code is a development approach that includes several key components: configurability, visual interfaces, drag-and-drop functionality, reusable components, and rapid testing and deployment capabilities. 

What does this mean for you? Firstly, anyone in your team can configure a low-code CRM to build workflows that reflect real-world operations—no coding expertise is needed. This cuts down the need for a large IT team and shifts the focus from coding everything from scratch to simply connecting what’s necessary.

With Low-Code, you’re free to think about what you want your sales process to look like. Where do customers reach out to you? What kind of flow do you want to create across all touchpoints? You can set up your CRM to handle all this with ease. Adding a feature that might typically take 20 days and a budget of $1000 with traditional development or customisation can now be accomplished in just 2 days for much less cost.

The essence of omnichannel is that the customer decides when, where, and how they interact with your business, and these preferences will evolve. Your CRM should adapt at the same pace. It should have the power to initiate contact, using the most relevant channel, when the customer needs constant nudging to progress through the sales funnel. Low-code CRMs are built to be as dynamic as your customer interactions. That’s the power of Low-Code: It lets you focus on lead acquisition and sales, not wrestling with technology. Need to add a new communication channel? A few tweaks, and it’s done. This means your CRM can change as fast as your customers do, which is absolutely crucial for true omnichannel sales.

Sounds great, right? But which low-code CRM is right for building this kind of journey? That’s where Amoga enters the picture…

Why is Amoga the right CRM for you?

Amoga Sales CRM is built for the needs of today’s businesses. With true low-code, Amoga lets your team engage with leads across email, social media, phone, and even WhatsApp. With its omnichannel focus, no conversation gets lost in the shuffle. Need specific workflows or new features? Amoga’s visual interface lets anyone on your team configure workflows without a line of code. This means you can adapt to customer needs at lightning speed. Plus, pre-built templates for common sales workflows get you started instantly.

Imagine reducing your time to launch new features by 90% and cutting development costs by 75%. That’s the power of Amoga. It puts business needs first and automates the mundane, so your team can focus on what deserves their energies.

Ready to transform your sales? Explore Amoga today and discover the future of business-friendly digital.

 

 

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