CRM Solutions for OTT Platforms.

When dealing with customers, clients, or leads, it can be quite difficult to stay on top of all the data your business gathers. Especially in the digital age, organizations have to manage websites, social media channels, and online sales, it's hard to wrap your head around the data and stay organized. Well, that’s exactly where Customer Relationship Management (CRM) solutions come in.

For decades, organizations have been relying on CRM tools to organize data, qualify leads, and provide insight into overall business processes. Whether your organization is focused on sales and marketing or supporting those purchases, CRM is almost necessary to help your teams stay organized and ray focused.

Over the years, as technology has grown and evolved, so have CRM solutions. Cloud computing has revolutionized the way organizations purchase, implement and utilize business tools, and CRM is no exception. But, you may still be wondering: what exactly is CRM, what does it entail, and why does my business need it?

CRM Solutions for OTT platforms

What is Customer Relationship Management?

Customer relationship management (CRM) refers to the practices, protocols, and technology used to develop, sustain, and manage customer data and interactions throughout the customer lifecycle.

Its goal is to improve relationships with customers, improve responsiveness to customer complaints, detect trends in customer behavior and tastes, and enable the company to establish its reputation as a trusted resource on matters relating to its products and services.

Customer Relationship Management = The practices, protocols, tools, and technologies utilized to help develop, maintain and manage customer data and interactions.

What Does a CRM Do?

At the most basic level, CRM software allows marketers and salespeople to manage and analyze relationships with the company’s actual and potential customers. It enables tracking every interaction with the company and collects information about the customer. This way, when speaking to a customer, the marketer always knows who they are and sees their history with the company. This makes the interaction more personalized, increases the chances of conversion, and encourages customer trust and loyalty.

CRMs include functionalities that allow you to track customer/company interactions through various available touchpoints, including those from:

• Search engines
• Contact forms
• Phone calls
• Social media
• Emails

The software takes care of certain processes — it can automate marketers’ repetitive tasks, set reminders for important events, and display alerts if things really need attention. Some CRMs also offer analytics capabilities, allowing you to track the efficiency of various marketing efforts to generate leads and conversions.

In combination with marketing automation, CRM software provides sales and marketing teams with a set of tools to manage the entire sales and marketing funnels, from lead qualification to opportunity management, forecasting, and deal closure.

End-to-End management of the sales funnel involves a combination of marketing automation (top of the funnel) and CRM functionalities (bottom of the funnel) systems. We are witnessing the trend that many popular CRM platforms either acquire or develop their own marketing-automation systems to offer the functionality.

Functionalities of CRM

• Marketing automation: This helps to automate certain tedious tasks in the funnel. For example, the system can automatically send customers marketing emails at times set by the marketer, or publish social media posts according to a schedule.
• Sales automation: CRMs can track customer interactions and automate selected business functions of the sales cycle that are necessary to follow leads and attract and obtain new customers.
• Workflow automation: CRM systems help businesses optimize processes by streamlining routine workloads, which enables employees to focus on creative and more high-level tasks.
• Analytics: CRM solutions can offer built-in analytics tools that offer insights and help boost customer satisfaction rates. A marketer can analyze the data and create targeted campaigns accordingly. CRM analytics help to track attribution and provide insights into the quality of the customer experience.
• Artificial intelligence: CRM solutions help to offer AI capabilities built into their systems to help automatically recognize patterns leading to successful sales, which can help you build more accurate strategies for future marketing efforts.
• Individualized customer experiences: You can also use a CRM to create personalized and consistent experiences for your potential customers across various marketing channels, which may help increase conversions and boost brand awareness.
• Contact Management: With the use of sales force automation, sales personnel can expeditiously manage their contacts, accounts, pipelines, and other related activities. Along with being a contact management software, sales force automation in CRM will allow you to seamlessly manage your relationship with your customers.
• Activity Management: A sales force automation system entangles a lot of meaningful functionalities such as activity management, alerts and notifications, opportunity management and task management, etc. Activity Management lets you control all the activities taking place in your organization. Moreover, the Alerts and Notification feature notifies you when a task gets completed or anything else that you want to be notified about.
• Task Management: Task Management enables you to manage all the tasks in your organization without ever having to leave your seat. So, boost your team productivity by keeping track of all activities and setting reminders to not miss a deadline.
• Personalized Customer Experiences: Reducing the tedious aspects of it, CRM software automates the customer service process and delivers automated services that help entrepreneurs and marketers distinguish their products or services through personalized communication with their clients in this challenging business environment.

Key Features of CRM

• Intelligent Lifecycle Marketing
• Engaging Web Rules
• Attractive custom Pop-ups
• Smart exit-intent popups
• Track key growth metrics
• View funnel stages
• Analyze companion
• Apply Filters
• Reporting by date range
• Systematic Email reports scheduling
• Contact management
• Flexibility

How to choose the right CRM for your organization?

When you have decided to buy the best CRM software, try to ensure it is a one-time investment rather than switching vendors now and then. Some of the most important factors to take into account when buying CRM are:

1. As your business grows, so will your CRM needs. That’s why your CRM needs to be scalable and you need to make sure that the CRM solution you select can be easily upgraded to the next version. Go for CRM that is scalable.
2. CRM software normally comes with a lot of functions that may be useful to a wide spectrum of businesses, and these are sold as a complete package. However, you must be allowed to pay only for the functions you need or use, and not forced to pay for the complete package. Ask if you can pay for individual features.
3. Remember that you’re buying CRM to help you streamline your business operations in an integrated manner, and not as a standalone tool! This is obviously why you need to ensure that the CRM system can integrate with any other applications you may already have. Avoid multi-tool chaos and work from a single-point integrated system.
4. Ask if they offer a free demo, a free trial, and also help while onboarding. If all of these are offered for free, that’s a big tick as a strong consideration to buy CRM. Also, playing around with the system will ensure whether the user experience is worth it.
5. Ensure that the CRM has many user reviews and mostly positive ones. Genuine review sites offer unbiased reviews by genuine users who have actually used the software. An ideal rating for you to consider would be above 4 out of 5 rating stars. This ensures that the software is well accepted and effective.
6. Make sure the CRM is GDPR compliant. With GDPR now in complete effect, your customers’ data and where it’s stored is more important than ever before, and compliance would confirm to your customers that their data is in safe hands. Simply put, having a GDPR-ready CRM system helps you manage customer data more efficiently.

How CRM will be helpful to the OTT platforms

CRM software for OTT-business helps you see what your customer is doing in your application. This knowledge can help you understand customer behavior and empower you to make intelligent service decisions for better customer experience and personalization.

• Manage your offerings with a flexible product catalog — Respond to competitive pressure and easily bill recurring revenue offerings with OTT simplified CRM with a flexible product catalog which enables you to manage your offerings, pricing, and promos. Avoid product launch delays and pricing complications while managing products quickly and effectively across any line of your business. Dive deep into your offerings and offer value to your subscribers while you save precious admin time and decrease chances for costly mistakes.

Set up your catalog → Assign Pricing → Create a Promotions

• Excellent bundling opportunities — OTT CRM is a sophisticated tool to manage your content portfolio where your customers can easily sign up and start viewing their favorite video content on any device, hassle-free. It allows Subscription TV operators to effectively bundle and unbundle SVOD or channel assets to offer either as a package or a-la-carte basis. It can be integrated with OTT platforms for subscription onboarding as well as retrieving, accepting, and declining charges posted in the OTT applications.
• Helps in integrating billing — In-app purchasing — It allows you to introduce and bill any type of service, from flat-rate subscriptions to tiered rate services, from OTT to IPTV, from Video On Demand (SVOD & TVOD) to Pay Per View (PPV), and from device selling to rentals. The introduction and billing of in-app purchases are also supported and these alternative flows provide a great source of extra revenue and added value for your subscribers.
• Focus on the subscribers — OTT CRM offers individual, tailored packages bundled with promotional offers and add-on services while providing them with exceptional after-sales customer care service.
• Identify users and enforce policies across a multitude of fixed and mobile devices with full management, authentication, and usage tracking.
• OTT CRM gives you Complete CRM functionality with powerful reporting tools to monitor performance.
• It provides a powerful end-to-end solution complete with subscriber management and billing functions designed to automate, streamline and optimize all billing, financial, operational, and CRM processes. It also allows operators to segment and analyzes consumer behaviors through built-in tools, enabling them to offer the right package to their customers throughout their subscriber lifecycle.
• Supports multi-channel ticketing system — It helps you streamline OTT customer support tickets. Ticketing system software provides all the context you need to resolve issues and also allows you to prioritize, track, and automate routine support tasks. Customer service ticket solutions are the means to bring your support costs down and make your efforts more successful. the best CRM ticketing system on the market can transform your customer support. It helps to keep all your customer information in one place. Tickets can be notified to users based on notification over PUSH notifications, Mail notifications and documents upload through software.
• Schedule, manage & send priority-based alert/notification to the target audience — Add, Schedule, and Manage Alerts for your OTT CRM users to notify them with relevant updates right within their CRM. Information can be added to an individual record or a particular set of records at once to be sent as notifications to your defined CRM users. These notifications can be created and displayed indefinitely for a defined scheduled period. The notification button is available on all entities and can be accessed from anywhere in the CRM. Notification can be managed through accurate targeting of customers/channels. Notifications will be notified by PUSH notification, SMS, and Emails communication modes.
• Scheduling and Bulk notification options — In OTT CRM Bulk Actions can be scheduled to run at various frequencies, this allows you to update or create new Records automatically rather than running the same Bulk Action manually. Any Bulk Action can be scheduled from a Report or Landing Page to run hourly, daily or monthly; the Bulk Action will then apply the same action to the chosen view every time it is run.

The Future of CRMs

Modern CRM systems are evolving and starting to offer functionalities beyond what they currently do compiling customer data across different channels. We are seeing social media integration, AI, holistic profiling, and much more.

By partnering with a company offering custom CRM development, you can expect that the resulting CRM solution will be scalable and ready to grow along with your company by closely reflecting its processes and seamlessly integrating with existing systems.

This is also an opportunity to tap into emerging technologies and become the trailblazer with a competitive advantage in the industry.

In Conclusion

Customer Relationship Management enables a company to align its strategy with the needs of the customer in order to better meet those needs and thus ensure long-term customer loyalty. However, in order to be successful in these aims, the different company departments have to work together and use measures in a coordinated fashion. This purpose is achieved via a customer database which is analyzed and updated using CRM software.

This approach will be of particular interest to companies operating in highly competitive markets where it is difficult to attract new customers.

However, developing CRM software takes a great deal of expertise. Your CRM system is only as effective as it is built to be. At mobiotics, our experts are well-versed with techniques to provide you best customized CRM solution for your organization.

Introducing our OTT Customer Relationship Management Software Called — vCRM

CRM SAAS service supporting OTT customer ticket management and fine grain customer reach out campaigns over PUSH, SMS, and Email.

Here is the simple flow of vCRM for the OTT platform.

CRM for OTT platforms

vCRM offers — CRM SAAS service supporting OTT customer ticket management and fine grain customer reach out campaigns over PUSH, SMS, and Email.

Here are the features of our vCRM product.

• Customer Ticket Management with support for support team management and issue resolution features. Support for notifications over PUSH and Mail and document uploads
• Notification management supporting fine-grain targeting of customer/channels including broadcast, country, city, operator, plan, device, subscriber, custom. Support for PUSH, SMS, and Email communication modes.
• Scheduling and Bulk notification options. Support for embedding actions and deep links in PUSH notifications. Ability to send content, plan, discount, custom promotions to target groups.
• Detailed metrics and reports for tickets and notifications.
• Scalable and Reliable SAAS built on AWS cloud and Lambda serverless infra. 24x7 Maintenance and monitoring

Coming to an end.

mobiotics vCRM package is customized to work across all platforms and devices without snags. User authentication is also taken care of and provides a high-security CRM mechanism.

Looking to launch your own CRM software for your organization? mobiotics can get you all of that, Please explore our vCRM offering — vCRM

Click here to book a 15 Min demo with us to know how vCRM works.

For more information about our product and services please feel free to get in touch with us.

Call us at +91 9620209869, or write an email to the sales@mobiotics.com