Min read

Digital Strategy for SMBs: Enhancing Efficiency with CRM Integration

August 31, 2023

Modern small and medium businesses (SMBs) need tools to optimize operations, communicate effectively with stakeholders, and create superior customer experiences. Customer Relationship Management (CRM) for customer service platforms can help SMBs keep tabs on customers, stay up to date on projects, streamline manual work, and communicate quickly and effectively. 

Let's explore some tips and best practices to help businesses thrive in a noisy marketplace, specifically focusing on how CRMs can integrate with customer experience platforms to simplify operations and enhance stakeholder communication.

Leveraging the Power of Digital Tools

Today's customers expect around-the-clock information, comprehensive customer engagement, and excellent service. But with so much noise and competition for customer attention, it can take a lot of work to stand out from the crowd. The good news? CRM systems enable businesses to meet customers where they are, offering personalized customer service with less hassle for businesses. CRMs manage and analyze customer interactions and data throughout the customer lifecycle, allowing them to provide personalized experiences to the right segment of their customer base. As a subset of CRMs, client portals offer a secure, cloud-based platform for efficient project management and stakeholder communication, keeping customers informed and satisfied. 

So how do you select the right tools to help you better manage client relationships? 

Here are a few tips: 

  • Select the right CRM: Choose a CRM system that aligns with your business needs, ensuring it is scalable and customizable to fit your business model. A CRM integrated with a client portal tool can help you regularly update project statuses, share crucial documents, and encourage feedback. Some CRMs double as client or customer service portals, allowing customers to track progress and communicate in one place. 
  • Train your team: To maximize these platforms' features and benefits, adequate employee training on using customer relationship management tools is essential.
  • Maintain clear communication: Use your CRM to foster transparent, concise communication with all stakeholders. 
  • Monitor and adapt: Use the metrics provided by your CRM and client portal to understand customer behavior, project progress, and areas for improvement. Continually refine your approach based on these insights.

Making your CRM work for you

Service-based businesses have a lot to do to keep customers happy. They need to update clients on the progress of projects, communicate with them to answer questions and concerns and keep their team on track. Many businesses use different tools to manage all these tasks, which can become a headache — and cost companies lots of time and money.

A CRM for customer service resolves this headache by offering a comprehensive tool that allows businesses to manage customer relationships and projects inside one platform. A customer service CRM allows businesses to create and manage customer profiles, store and access crucial customer data, and mirror project progress to all stakeholders. 

A good CRM for customer service also offers intuitive project management capabilities. Businesses can create projects, assign tasks, set deadlines, and monitor progress within the portal. This centralizes all communication in one place, making managing and navigating projects easy. Stakeholders can log in to the portal to check the status of their projects, send messages, and provide feedback. This two-way communication channel ensures all parties are aligned with the project's goals and progress.


A customer service-based CRM can significantly streamline SMBs' processes, reduce manual work, and enhance stakeholder communication. Moreover, CRMs offer the convenience of managing customer relationships and projects within a single platform. The digital world provides a wealth of opportunities but also creates a lot of noise and competition. By choosing the right tools, ensuring integration, providing adequate training, maintaining clear communication, and continually monitoring and adapting, businesses can stand out from the crowd and offer superior customer service without all the hassle.

Step into the future of client communication with PortalCX

Engage, collaborate, and celebrate milestones like never before. Be a part of this transformative journey and let's set new benchmarks in client relationships together. Join us today.