What Customer Management Software does for a business process outsourcing
Customer management software tracks repeat customers, their purchase history, contact details and preferences in one central database. For a business process outsourcing, the value shows up exactly where the work is hardest.
A BPO provider tracks client projects, staff workload, document volumes and quality metrics. BPO margins depend on labor costs, process efficiency and client rates.
Data security compliance and client confidentiality agreements are critical. Veira handles that as part of the same sale, so compliance is not a separate evening job.
Business Process Outsourcing Services run differently, and the software should too
A generic till misses the details that decide whether a business process outsourcing makes money. These are the ones that matter:
- 1
The daily reality
Managing workload across clients and staff. Customer Management Software built for a business process outsourcing turns that into a number you can act on, and you also see every customer's full history: what they bought, when they paid, their preferences and contact details.
- 2
Where the margin leaks
Maintaining data security and confidentiality. Customer Management Software built for a business process outsourcing turns that into a number you can act on, and you also track loyalty and repeat customers to reward them with discounts or priority service.
- 3
What slows the counter
Tracking work completion and quality. Customer Management Software built for a business process outsourcing turns that into a number you can act on, and you also segment customers by purchase pattern to target promotions to the right people.
- 4
What buyers expect
Billing and payment collection per client. Customer Management Software built for a business process outsourcing turns that into a number you can act on, and you also send automated birthday or anniversary reminders to keep customers coming back.
What to look for in Customer Management Software for a business process outsourcing
- Mobile-first customer lookup (no staff training required). This matters for a business process outsourcing because of managing workload across clients and staff.
- Offline customer database so lookups work during outages. This matters for a business process outsourcing because of maintaining data security and confidentiality.
- Built-in loyalty points or punch card system. This matters for a business process outsourcing because of tracking work completion and quality.
- Simple customer segmentation and targeted promotions. This matters for a business process outsourcing because of billing and payment collection per client.
A notebook and a basic till, or Veira
| Notebook or basic till | Veira | |
|---|---|---|
| Counting stock | By hand, rarely matches the shelf | Live by item, branch and value |
| M-Pesa at the counter | Checked on a separate phone | Matched to each sale automatically |
| eTIMS invoices | Typed in later, if at all | Filed on every sale, even offline |
| Knowing your numbers | A monthly guess | Live margin and takings on your phone |
A real business process outsourcing example
A Nairobi BPO with 50 staff handling 10 clients cannot track which staff worked on which client, how much work was completed or if the client was billed.
- Managing workload across clients and staff.
- Maintaining data security and confidentiality.
- Tracking work completion and quality.
- See every customer's full history: what they bought, when they paid, their preferences and contact details.
- Track loyalty and repeat customers to reward them with discounts or priority service.
- Segment customers by purchase pattern to target promotions to the right people.
Every sale on Veira files a compliant KRA eTIMS invoice, online or offline. Data security compliance and client confidentiality agreements are critical.
Customer management software tracks repeat customers, their purchase history, contact details and preferences in one central database. Here is what that looks like with Veira:
- See every customer's full history: what they bought, when they paid, their preferences and contact details
- Track loyalty and repeat customers to reward them with discounts or priority service
- Segment customers by purchase pattern to target promotions to the right people
- Send automated birthday or anniversary reminders to keep customers coming back
Frequently asked questions
Is Customer Management Software hard to set up for a business process outsourcing?
Does it keep working offline?
Does it handle M-Pesa for a business process outsourcing?
Is it KRA eTIMS compliant?
How much does Customer Management Software cost for a business process outsourcing in Kenya?
Can it run more than one business process outsourcing?
Based on KRA eTIMS regulations and interviews with 5,000+ Kenyan businesses
Whether you run one business process outsourcing or several across Kenya, Veira gives you customer management that fits the trade instead of fighting it. Book a free demo and see it work with your own data entry and processing.