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How and Why a CRM is Critical to The Customer Journey


The single most valuable asset for any business is their customer. Customer service management begins from the time a customer interacts with the business and continues throughout the entire customer journey. The success of a business is often tied to having an efficient customer relationship management system in place.

So what exactly does a customer relation management system do?

The CRM system contains every data point related to a customer and their interactions, and this data can be leveraged to do almost anything from providing great service, marketing the preferred products, increase employee efficiency, generating leads for sales. With the flexibility and customization of a solution like SpiceCSM the possibilities are endless.


There are countless CRM platforms out there in the market that will aid you in creating a good tracking system for your business, But how do you know that you have the right CRM solution for your company?

Before going any further, let us look at a simple situation, A customer purchases an item from a website and finds the product to be damaged so they raise a ticket with the customer service for replacement. Since the company still uses legacy systems to store their data and the data is stored in different silos it takes a long time for the service agent to connect and pull up the pieces of the order management process. The customer journey takes even longer because of the inefficiencies of the disconnected CRM.

Traditionally businesses have many, sometimes legacy, systems and data is stored in siloes in the different disparate systems with very little interaction between them. Typically there are multiple touchpoints to interact with data from different systems. This can be complicated and ultimately doesn’t allow leveraging data to its full potential.

Many CRM solutions often require organizations to rip and replace the systems they already have in place which can be quite expensive and time consuming.


An ideal CRM system doesn’t force the business to adapt but understands the workings of the businesses, works in parallel with the existing systems wherever necessary, and customizes the CRM for the business.


Pre-packaged CRM platforms can be good at performing a specific function or niche business need, but they often fail to meet the basic business needs of the company and most of the time include features they might not utilize. With customizable workflows and a flexible interface, the CRM can be designed to integrate seamlessly with existing systems, necessary business tasks can be automated, applications can be easily integrated into the CRM all in a single user interface.

Enter SpiceCSM, a one-of-a-kind customizable CRM software that helps to easily to connect data, build interactive workflows and create automated processes.


SpiceCSM is a CRM platform that helps collect data from different systems and present it to the end-user in a simple format. It’s scalable, customizable, easy to use and drives efficiencies that will improve the customer experience.

How does SpicsCSM work? What makes this platform unique?

It Has a Unified User Interface (UUI )

All the data from different systems and the functions required for the business can be consolidated and displayed in one single platform. Customize the look and feel to adapt to how your team works. Eliminate the need to hunt and peck for data by displaying information where it makes the most sense.

Enables Seamless Data Integration

Virtually any data or application can be easily integrated into the platform regardless of their data architecture, source, brand, or quantity. These integrations can be easily managed using a low code-guided user interface provided by SpiceCSM, including easy prebuilt connectors to commonly used systems.

Interactive Business Process and Low-Code Process Design

Easily build forms and workflows for agents to follow as they interact with customers. The data from these integrated applications can be used to build visual business processes using a low code intuitive process editor. With well-defined business processes, agents are armed with the next best action for any customer query that arises that reducing the average handling time and increasing the Customer Satisfaction scores.

Process Automation

The same low-code Process Designer is also used to build automations that run repeatable tasks based on real-time triggers. Since the tedious and repeatable tasks are out of the picture the agents can focus on their interactions with the customers and providing a better experience. Data can also be used to provide proactive service by providing notifications, alerting other team members, or performing other automated tasks.

Case Management/CRM

Every aspect of the customer journey can be easily managed using SpiceCSM. The CRM provides all the customer information, data can be assigned to multiple campaigns or segmented for different departments, groups, or products.

Dashboard and Analytics

SpiceCSM helps to combine data from all of the connected systems and create useful real-time dashboards that provide useful insights and help monitor KPIs. Either use out-of-the-box reports, or the Advanced Report Builder to create custom reporting.


Your CRM should provide agents with the tools to provide a positive customer experience. Using a complete platform like SpiceCSM provides a future-proof solution by connecting all the different systems they need into one single digital ecosystem. The integration hub, workflow engine, and automated process allows th in one simple and flexible platform.

Don’t forget to head on over to our Blog to read more about Digital Transformation.  If you want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

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