Wizard Systems

Effortless Customer Service With Freshdesk

At Wizard Systems, we understand that providing exceptional customer support is critical for any business. That's why we highly recommend Freshdesk as a powerful, user-friendly solution for managing all your service requests and communications.

As a leading provider of Freshdesk's customer service software, we can attest to how intuitive and efficient the platform is for both service teams and customers. Let's walk through just how simple it is to start using Freshdesk to log issues and get resolutions quickly:

For Your Service Team
Freshdesk makes it easy to centralize all customer queries and issues into one organized ticketing system. Every new request is automatically captured and converted into a ticket, whether it comes in via email, your website, phone, chat, or other channels.

Tickets are then prioritized and routed to the appropriate agent or group with automatic assignments and notifications. Your team can view and update ticket status, comment threads, related customer information, and more - all from a clean, intuitive interface.

Freshdesk also provides customizable out-of-the-box service automations and a convenient self-service knowledge base to deflect repetitive requests.

For Your Customers
The true beauty of Freshdesk lies in how easy it makes initiating support requests from the customer's side. They can log a detailed ticket in just a few clicks right from your product/service or website.

Customers can attach screenshots, files, screencasts etc to provide full context around their issue. They'll receive an instant notification that their request has been received and be able to view updates as the ticket status changes.

Customers also gain access to your self-service knowledge base where they may be able to quickly find solutions to common issues without needing to log a request.

By providing Freshdesk's modern service experience, you create a smooth, effortless process for customers to get the help and attention they need. This elevates satisfaction and builds lasting loyalty.

See For Yourself
Don't take our word for it - we encourage you to try out Freshdesk's free trial and experience just how simple it is to log issues, manage tickets, and delight your customers. Our team is also happy to provide a personalized demo and discuss solutions tailored for your business needs.

Reach out today to learn more about leveraging the power of Freshdesk! Exceptional customer service has never been easier.

CRM is a WASTE of TIME

Or maybe not!

You're a busy business owner or executive. You've got a million things on your plate - managing operations, securing new deals, keeping customers happy. Who has time for yet another software system promising to 'revolutionise' your business?

CRM (Customer Relationship Management) tools have been around for decades, and the market is flooded with options. So you might be thinking - is this just another overhyped fad? A waste of time and money that distracts from actually running my business?

Well, let me stop you right there. Because dismissing CRM as a mere time-sink is like saying email is a waste of time. Or that having an accounting system to track your finances is pointless. Ridiculous, innit?

The cold hard truth is that in today's hyper-competitive landscape, businesses that don't utilise CRM are essentially flying blind. It's like trying to navigate a busy motorway at night with your headlights off. Sure, you might make it...but the chances of a disastrous prang are high.

You see, CRM isn't just about managing contacts (although it does make that process a million times easier than scattered spreadsheets and napkin notes). It's a central command hub for your entire customer-facing operation. From managing your pipeline to gaining insights about your customers' needs and behaviours, CRM gives you a comprehensive view that MANUAL methods simply can't match.

Need to quickly see which hot leads need following up? A glance at your CRM dashboard shows you. Want to customise marketing campaigns for different customer segments? Child's play with CRM segmentation tools. Looking to provide outstanding service by having your team see every past customer interaction and issue? You get the idea.

In fact, studies have shown that companies leveraging CRM systems see significant benefits like boosted sales productivity, increased customer satisfaction and retention, and most importantly, improved profitability.

So is CRM a waste of time? Hardly. It's one of the most precious time-saving, revenue-boosting assets a modern business could have. The real waste of time is juggling scattered customer data and processes without it.

If you don't have a CRM and think you could benefit, have a chat with us at Wizard Systems for a demo!

Maximize Your Email Marketing with Workbooks CRM's Mailing List Feature - Event 29/5

Email marketing remains one of the most effective strategies for engaging customers and driving sales. However, managing mailing lists and campaigns can quickly become overwhelming without the right tools. That's where Workbooks CRM's powerful mailing list feature comes in, streamlining your entire email marketing process while integrating seamlessly with your CRM data.

Too often, companies miss out on email's immense potential due to disconnected tools, manual list maintenance headaches, and lacklustre creative execution. In our event tis week (Wednesday 29th May at 2pm UK time), you'll discover how Workbooks' mailing list feature eliminates those challenges.

Register today to reserve your spot! Simply click the link below. Can't make the live session? All registrants will receive access to the full recording.

Register HERE!

Create Smart, Targeted Lists
The key to successful email campaigns is reaching the right audience with relevant messaging. With Workbooks' mailing list builder, you can easily create targeted lists based on any combination of criteria from your CRM records. Segment contacts by industry, location, purchase history, or any custom field – ensuring your messages resonate.

Keep Data Fresh and Compliant
No more wrestling with spreadsheets or importing outdated list exports. Workbooks mailing lists dynamically update as your CRM data changes, so you can be confident your lists always contain the latest, most accurate information. Plus, with strict compliance controls, you can effortlessly respect opt-out requests and unsubscribe rules.

Design Responsive Emails Quickly
Create professional, mobile-responsive emails in no time using Workbooks' intuitive, drag-and-drop design editor. Access the full HTML source code for advanced formatting, or choose from a gallery of pre-built templates to promote brand consistency across campaigns.

Powerful Scheduling and Automated Follow-ups
Schedule campaigns to deploy at optimal send times, and set up automated drip sequences to nurture leads and bolster customer loyalty over time. Workbooks makes it easy to manage recurring communications like newsletters and promotions on autopilot.

Comprehensive Reporting and Analysis
Gain insight into email performance metrics like open rates, click-through rates, unsubscribes and more with Workbooks' in-depth reporting tools. Analyze results, identify top-engaging content, and refine strategies – driving continuous improvement in your email initiatives.

Smooth CRM Integration
As a core component of the Workbooks CRM platform, the mailing list feature seamlessly integrates with your existing data and workflows. No syncing or importing required – design, execute, and track entire campaigns from your familiar CRM interface.

Email is a crucial touchpoint in your sales and marketing engine. With Workbooks' intuitive yet powerful mailing list tools, you can unlock its full potential while operating right within your CRM environment. Start running smarter, more targeted, more effective email campaigns today.

6 Reasons Why GoldMine is still Different from Other CRMs

When it comes to Customer Relationship Management (CRM) solutions, businesses have a wide range of options to choose from. However, GoldMine stands out as a unique offering with several distinct features that set it apart from the competition. In this article, we'll explore six reasons why GoldMine is different from other CRMs on the market.

1. Ownership and Cost-Effectiveness
Unlike many cloud-based CRM solutions that require ongoing subscription fees, GoldMine operates on a one-time purchase model with low-cost annual upgrade and support options. This approach allows you to own the software outright, providing long-term cost savings and greater control over your investment.  There's NO SUBSCRIPTION!

2. Offline Synchronization Capabilities
In today's fast-paced business environment, reliable internet access cannot always be guaranteed. GoldMine addresses this challenge by offering offline synchronization capabilities. This means you can continue to work with your CRM data even when internet access is slow or unavailable, ensuring uninterrupted productivity and efficient data management.

3. Seamless Integration with Microsoft Office
GoldMine seamlessly integrates with Microsoft Word and Excel, enabling users to create merged documents and forms directly from within the CRM. This feature streamlines workflow processes and eliminates the need for manual data entry, saving time and reducing the risk of errors.

4. Built-in Email Capability
GoldMine stands out as the only CRM solution to include its own email capability. This unique feature eliminates the need to rely on external email clients like Outlook or Gmail. With GoldMine's built-in email functionality, all communication is automatically stored against the appropriate contact's record, ensuring comprehensive and organized data management.

5. On-Premises Deployment with Remote Access
While many CRM solutions are cloud-based, GoldMine offers the flexibility of on-premises deployment. You can install GoldMine on your own PCs or servers, giving you complete control over your data and infrastructure. However, GoldMine also provides easy-to-use web and smartphone access, ensuring that you can access your CRM data from anywhere, at any time.

6. Multiple Database Support
Some CRM systems limit the number of databases you can manage or charge additional fees for multiple databases. GoldMine, on the other hand, supports multiple databases out of the box, allowing you to efficiently manage and organize your data without incurring additional costs.

In conclusion, GoldMine's unique features, such as ownership, offline synchronization, Microsoft Office integration, built-in email capability, on-premises deployment with remote access, and multiple database support, make it a compelling choice for businesses seeking a robust and versatile CRM solution. With its distinct approach and comprehensive functionality, GoldMine stands apart from other CRMs, offering a tailored solution to meet your specific business needs.

Empower Your Remote Workforce with GoldMine CRM - Event 24/5

As remote work becomes increasingly prevalent, businesses need to ensure their teams can access critical applications like GoldMine CRM from anywhere, at any time. GoldMine offers several remote access options to keep your remote users connected and productive, no matter where they are located.

1. Remote Synchronisation
Always been in there with the product, Remote Synchronisation is a powerful feature that allows remote users to work offline with a local copy of the GoldMine database. Any changes or updates made locally are synchronised with the central database when the user reconnects. This option is ideal for field sales representatives or other mobile workers who frequently operate in areas with limited or no internet connectivity.

2. Remote Desktop
GoldMine can be accessed remotely via Remote Desktop, a built-in Windows feature that enables users to connect to a remote computer over the internet. This option provides a familiar desktop experience, allowing remote users to run GoldMine as if they were sitting in front of the host computer. However, it requires a stable and high-speed internet connection for optimal performance, which should be okay for most areas.

3. GO-Global by GraphOn and Wizard Systems
GO-Global is an affordable, third-party application publishing solution that delivers GoldMine and other Windows applications to remote users over the internet or a corporate network. This option offers a seamless and secure remote access experience, with support for multiple monitors, clipboard sharing, and other advanced features. GO-Global can be especially useful for organisations with a distributed workforce or remote teams accessing GoldMine from various locations, and wanting a lower cost alternative to Remote Desktop.

4. GoldMine Web
GoldMine Web is a web-based interface included with GoldMine that provides remote access to essential CRM functionality. Users can access contact records, calendars, and other key features through a web browser, making it a convenient option for remote workers who need basic CRM access on the go. However, GoldMine Web may have limited functionality compared to the full desktop application.

By leveraging these remote access options, businesses can empower their remote teams with the tools they need to stay connected, collaborate effectively, and drive success. Whether you choose Remote Synchronisation, Remote Desktop, GO-Global, or GoldMine Web, GoldMine CRM ensures your remote workforce can access critical customer data and CRM capabilities from anywhere, at any time.

To learn more about these remote access options and how they can benefit your organisation, join our upcoming webinar on "Maximising Remote Productivity with GoldMine CRM" this Friday 24th May at 2pm UK time. Our experts will dive deeper into each option, share best practices, and answer your questions live. Register today to secure your spot!

Register here

Workbooks CRM "Email to Case" - A Game-Changer!

Are you struggling to keep up with a constant influx of emails from customers needing support? Does manually converting each one into a case feel like a tedious, time-consuming chore in your Workbooks CRM? If so, you'll be delighted to learn about the "Email to Case" feature that can automate this process for you.

Email to Case allows you to simply define one or more email addresses that will automatically create new cases in Workbooks whenever a message is received. No more copying and pasting from your inbox! The email subject becomes the case subject line, the body becomes the description, and details like the sender, date/time and attachments are all mapped across seamlessly.

But the efficiency doesn't stop there. Workbooks will intelligently try to match the inbound email to existing contact or account records based on the sender's address. This associates the new case to the right customer context from the start. You can also configure rules for auto-assigning cases to a default user, team or queue based on criteria you specify.

As the conversation continues over email, any replies from the sender will be automatically threaded and logged as updates to the original case record. This keeps everything neatly packaged together in one place rather than disjointed across multiple emails. No more losing track of where things left off!

Setting up Email to Case is a straightforward configuration within Workbooks CRM administration settings. You just need to ensure your email server can forward messages to the unique routing address provided by Workbooks. Our professional services team can assist with the technical implementation.

Curious to see this feature in action? Join us for an upcoming webinar on Wednesday 22nd May at 2pm UK time, showcasing how Email to Case can turbocharge your support productivity and customer satisfaction. We'll guide you through setup, rules, best practices and share real-world examples from customers successfully using it. Spots are limited, so register your interest today!

https://attendee.gotowebinar.com/rt/6244329273476112991

Ditch the manual email-to-case conversion and let Workbooks CRM work smarter for you. Sign up for the webinar to discover how Email to Case can be a game-changer for your customer support processes.

Workbooks CRM "Email to Case" - A Game-Changer!

Are you struggling to keep up with a constant influx of emails from customers needing support? Does manually converting each one into a case feel like a tedious, time-consuming chore in your Workbooks CRM? If so, you'll be delighted to learn about the "Email to Case" feature that can automate this process for you.

Email to Case allows you to simply define one or more email addresses that will automatically create new cases in Workbooks whenever a message is received. No more copying and pasting from your inbox! The email subject becomes the case subject line, the body becomes the description, and details like the sender, date/time and attachments are all mapped across seamlessly.

But the efficiency doesn't stop there. Workbooks will intelligently try to match the inbound email to existing contact or account records based on the sender's address. This associates the new case to the right customer context from the start. You can also configure rules for auto-assigning cases to a default user, team or queue based on criteria you specify.

As the conversation continues over email, any replies from the sender will be automatically threaded and logged as updates to the original case record. This keeps everything neatly packaged together in one place rather than disjointed across multiple emails. No more losing track of where things left off!

Setting up Email to Case is a straightforward configuration within Workbooks CRM administration settings. You just need to ensure your email server can forward messages to the unique routing address provided by Workbooks. Our professional services team can assist with the technical implementation.

Curious to see this feature in action? Join us for an upcoming webinar on Wednesday 22nd May at 2pm UK time, showcasing how Email to Case can turbocharge your support productivity and customer satisfaction. We'll guide you through setup, rules, best practices and share real-world examples from customers successfully using it. Spots are limited, so register your interest today!

https://attendee.gotowebinar.com/rt/6244329273476112991

Ditch the manual email-to-case conversion and let Workbooks CRM work smarter for you. Sign up for the webinar to discover how Email to Case can be a game-changer for your customer support processes.

GoldMine Users - Bet you didn't know about this simple ROI!

CRM Pays For Itself

Small businesses often operate with limited resources, making it crucial to maximise efficiency and profitability. A CRM solution can provide significant benefits in this regard, despite some initial concerns about cost and training.

Improved Customer Relationships: A CRM centralises customer data, enabling businesses to better understand their customers' needs, preferences, and purchase history. This leads to more personalised interactions and stronger customer relationships, which can translate into increased loyalty and repeat custom.

Increased Sales and Productivity: By automating tedious tasks like lead tracking, follow-ups, and data entry, a CRM frees up time for sales teams to focus on closing deals and nurturing customer relationships. Additionally, sales pipelines become more visible, allowing for better forecasting and resource allocation.

Enhanced Collaboration and Communication: With a CRM, teams can access and share customer information seamlessly, improving collaboration and ensuring consistent communication across the organisation.

Cost and Training Concerns?

One of the primary concerns for small businesses is the perceived cost of implementing and maintaining a CRM system. However, many CRM solutions offer affordable pricing models tailored for small businesses, often with scalable options as the company grows.

Additionally, the long-term benefits of a CRM, such as increased sales, productivity, and customer retention, can outweigh the initial investment, leading to a positive return on investment (ROI) over time.

Another common concern is the time and effort required to train employees on a new CRM system. While this is a valid consideration, most modern CRMs are designed to be user-friendly and intuitive, minimising the learning curve.

Moreover, proper training is essential for maximising the value of a CRM. Many CRM providers offer comprehensive training resources, such as online tutorials, webinars, and dedicated support, to ensure a smooth transition and effective adoption.

By investing in training and encouraging user adoption, small businesses can empower their teams to leverage the full capabilities of a CRM, ultimately driving growth and success.

In summary, while cost and training considerations are understandable, a CRM can be a powerful tool for small businesses to enhance customer relationships, streamline operations, and boost profitability. By carefully evaluating options and prioritising user adoption, small businesses can reap the significant benefits of a CRM while addressing initial concerns and maximising their return on investment.

Think outside the box: Innovative uses of Case Records in a CRM system

The cases or tickets feature in a CRM solution can be utilised in several innovative ways beyond just tracking customer service. Here are some suggestions to extend the use of a CRM system:

1. Internal Project Management: Cases can be used to track internal projects, tasks, and initiatives within the organisation. Each case can represent a project, with details such as project description, due dates, assigned team members, and progress updates.  Very useful if you don't want to go to full Project Management.

2. Employee Onboarding and Offboarding: Cases can be created for new employee onboarding processes, ensuring that all necessary steps, such as setting up accounts, providing training, and assigning equipment, are completed. Similarly, cases can be used for offboarding processes when an employee leaves the company.

3. IT Support and Incident Management: The cases feature can be used as an IT helpdesk system for employees to report technical issues or request support. Cases can be assigned to IT staff, and resolution times can be tracked.  Great if you have a small IT team and they don't need an ITIL type solution.

4. Facilities Management: Cases can be utilised for managing facilities-related requests, such as maintenance, repairs, or office supply orders. Employees can submit cases, and the facilities team can track and prioritise the requests.

5. Legal and Compliance Tracking: For organisations with legal or compliance departments, cases can be used to track and manage legal matters, regulatory compliance issues, or internal investigations.

6. Event Planning and Coordination: Cases can be created for organising and coordinating internal or external events, such as conferences, seminars, or team-building activities. Tasks, timelines, and responsibilities can be assigned and tracked within each case.

7. Knowledge Base and FAQ Management: The cases feature can be used to capture frequently asked questions (FAQs) or create a knowledge base. Employees or customers can submit cases, and responses can be documented and made available for future reference.

8. Product or Service Feedback and Improvement: Cases can be used to gather feedback from customers or employees on products or services. This feedback can be analysed and used for continuous improvement initiatives.

9. Training and Certification Management: Cases can be created for tracking employee training and certifications, ensuring that necessary training is completed and certifications are up-to-date.

10. Change Request Management: For organisations that need to manage changes to systems, processes, or policies, cases can be used to document and approve change requests, ensuring proper review and approval processes are followed.

By leveraging the cases feature creatively, organisations can streamline various internal processes, improve collaboration, and enhance overall efficiency across multiple departments and functions.