Hollat’s CRM system plays a big role in enhancing operational performance indicators by improving customer relationship management, which is a general pivot in strengthening the relationship between the company and customers to the benefit of the company and the customer at the same time And given the importance of the operational performance index, we will next learn about the operational indicators and other performance indicators in addition to knowing the role of the CRM system in enhancing the work of these indicators.
Operational Performance Indicator Definition
The OPI measures the company’s performance on a daily or monthly basis and measured by analysis of geographical locations as to different processes or sectors, An operational performance indicator is one type of performance indicator or KPI’s performance indicators “, which are measurable figures, such as standard performance indicators performance indicators clarify the level of the company’s ability to achieve its objectives, It also plays a significant role in enhancing the performance of different departments through regular performance follow-up.
The following will be seen as the most important benefits that can be achieved through operational performance indicators correctly, such as:
- Contribute to strengthening finance management functions.
- Follow up on the work situation.
- Achieving the goals previously set for the company.
- Make necessary adjustments, in addition to strengthening and focusing the company’s efforts.
- Follow-up on changes in the company over time.
- Improve the efficiency of communication processes.
operational performance indicators
What are the types of key performance indicators?
In addition to operational performance indicators that can be enhanced through the CRM system of Hollat, we will next learn what performance indicators and types are? Where it varies depending on the objective of using the indicator, the most important indicators include:
- Key Performance Indicators for Customers: It measures customer satisfaction with the services provided to them, such as measuring customer’s age, NPS net promoter points, and customer retention rate.
- Key performance indicators for sales and marketing: It works to measure procrastination results and sales performance, such as website traffic, customer acquisition cost, potential customer conversion rate.
- Social Media Key Performance Indicators: which measure the impact and feelings of different social media campaigns and determine the extent of followers’ growth.
- Staff key performance indicators: These indicators measure staff members’ productivity and performance, such as training hours per staff member, absenteeism and turnover.
- Financial key performance indicators: they measure a company’s level of financial performance, such as return on investment, profit, gross margin and revenue.
Importance of operational performance indicators to improve CRM
The Operational Performance Index (OPI) is of paramount importance for improving and enhancing customer relationship management, along with the use of crm of Hollat, providing effective solutions to enhance client-company interaction. The Operational Performance Indicators (OPIs) are:
- Improving customer satisfaction: Because these indicators provide important information about customer service level and customer satisfaction, they play an important role in supporting the customer’s decision to continue cooperating with the company or to discontinue such cooperation in case of exposure to low quality customer service.
- Measuring your team’s performance: Client service reports contribute to assessing the level of performance of the team and the quality of the services they provide, thus enhancing and improving the team’s performance to obtain the best results.
- Increased customer retention: Knowing the results of customer service measurement indicators enhances the quality of service in line with customers’ requirements, and therefore the company can retain customers for as long as possible.
“There’s no problem when an investor realizes they don’t know anything,” Warren Buffett says.
How is performance measured in customer relationship management?
Measurements and data obtained through various corporate processes are used to measure performance indicators. The selection of the appropriate measurement method depends on the data sources collected and the type of indicator KPI. The most important methods of measurement are:
- Automated data collection: The collection is done by automated systems, such as web analysis tools, software applications, or sensors.
- Manual data collection: through models, surveys or physical observations.
- Data analysis: Once obtained, the data are analysed with a view to obtaining a performance assessment. One of the most important methods of analysis is data visualization, or statistical analysis.
- Preparation of reports: The special reports will be processed as soon as the data collection and analysis is completed, in order to inform the competent body of those results.
- Benchmarking: Performance is compared to previous periods, industry standards, or best practices to improve different areas of work.
How does CRM raise operational performance indicators?
The primary objective of Hollat’s operational CRM use is to strengthen the relationship between the company and customers, by storing customers’ data and transactions in one place, as well as enhancing efficiency by automating the service, thus enabling companies to make the most of the potential of the companies.
The CRM Operational Program of Hollat has many advantages and benefits, including:
- Facilitating access to all business customer data, so the best services can be provided by all employees and employees of the company, which enhances the company’s level and services.
- CRM of Hollat improves the company’s sales ratios by enhancing business operations with existing customers and acquiring more customers.
How Hollat boosted operational performance indicators for organizations and bodies?
Hollat has contributed significantly and effectively to enhancing the level of operational performance indicators of many organizations and bodies, some of which we will see below:
Patient Care System for Medical Management of Ministry of Defence Hospitals:
The Hollat system facilitated the submission of requests for dispensing medicines and the replacement of disposal premises, as well as the organization of the receipt of requests and complaints from patients and their families, the opening of medical files for patients and the reserving of appointments for them, as well as the request for radiology and medical reports, thereby enhancing the level of patients’ satisfaction with the quality of services provided by the hospital.
operational performance indicators
Customer Support System for Roads General Authority:
The Hollat system has enhanced community engagement to upgrade roads, as the system is integrated with project management systems for maintenance, services and map systems.
Insurance Authority’s Beneficiaries protection system:
Beneficiary protection systems have been developed through the system’s work to record and monitor all interactions, thus raising the level of trust between customers and the insurance authority.
SAMA care in the Central Bank of Saudi Arabia:
Sama’s Hollat system receives and investigates customer complaints, and then takes action, thereby increasing trust between customers and the bank Saudi Arabia
Customer Support System for Medina District Secretariat:
Hollat system regulates receipts of citizens’ inquiries and complaints, in addition to booking interviews with the Secretary-General, and the Hollat system integrates with the internal systems of the District Secretariat and thus enhances the ability to follow up and respond promptly to requests.
FAQs:
What is the difference between KPI and KRI?
KRI aims to measure, predict and monitor risks that may occur, while KPI aims to measure work success.
What are the methods of evaluating institutional performance?
- Evaluate staff performance.
- Evaluation of operational performance.
- Evaluate financial performance.
- Strategic performance assessment.
It is worth mentioning that the CRM system of Hollat contributes greatly to the achievement of the goals of operational customer relationship management CRM aims to achieve clients’ satisfaction and enhance their interaction, Next, we will learn about the most important operational CRM objectives that CRM contributes to achieving. s best service without the need to pay high costs.
Besides, process automation plays a positive role in reducing transaction costs while using best practices and generating substantial revenue, thus increasing the return on investment in those companies which is the primary goal of any company.