Small Business CRM Help (Advice Request)

Hey!

I posted here the other day about our business looking for a good CRM option.

A commenter suggested I get more information for what we’re looking for, so I hope this can help inform recommendations.

This is a new field for me, so thank you in advance for any advice/tips/recommendations.

Context:

My family has a small x-ray business (radiology equipment sales and service). We're thinking it's about time we start using a CRM software – an area I do not have much experience in.

Half our staff are field technicians and half are in the office.

Goals

-Document customer activity, create notifications for sales staff to follow-up (for example, 3 months, 6 months, 12 months)

– Create a better workflow with service technicians. This could be a part of the CRM or can integrate – with our current system (field pro max)

– Increase inter-employee communication

– Leave better paper trail for tracking customer interactions

Problems We Aim to Solve

– Missed customer follow-ups and sales opportunities

-Forgotten documentation and information about customers

– Lack of personnel communication about previous customer interactions and experiences

– Lack of management ability to oversee operations

– Current filing system (physical/paper files……..) limits access.

– Documents are difficult to track

– Requires employees to be in office

Must Have

– Mobile App

– Microsoft 365 and quickbooks integration

-Service billing portal

– Employee notifications/reminders

– 2 Factor Authentication

– Cloud-based

– File management under each customer (images, scanned documents, etc)

Perfect Solution (we would love these, but could probably live without)

– Includes everything listed above

– Record customer transactions, message conversations, etc.

– Allows us to create customer classifications (current customers, leads, prospects, etc.)

– Easy to use

– Fillable forms (pre-made service forms that technicians could enter text into the fields, for instance)

What’s stopped us in the past

– Cost (some have gotten expensive and we have been apprehensive) (deterred management)

– Data entry time took too long (prevented consistent employee use and buy-in)

– Large learning curve (prevented consistent employee use and buy-in)

Security

– 2 Factor Authentication

– Every log-in must receive a cell code text for insurance reasons

Users

– 9, currently. Could be up to 30 in the coming years. Would like to pick one that is scalable so we don’t have to start from scratch in the future.

Thank you again, and please let me know if I can provide any other information to help us get looking in the best direction.

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