Our Client ran multiple campaigns for multiple blue chip companies and needed to move past the daily routine of shared spreadsheets, Google docs, and creaking MS Access databases. Their clients wanted access to data in real-time as it was cleansed, qualified and added to.
The cost of compulsory support from well known brand was excessive, annual upgrades gave little benefit but support was not available if updates were not taken.
Upsell and resale opportunities were being missed, there was a need to show agents there was a reason to stay engaged with satisfied clients.
End result was agents delivered more deals to head office, who ended up paying more commission to agents. Everyone was happy.
With field agents submitting jobs it was essential to test the process before deployment. A survey of existing users identified aspects which would be retained and areas for improvement for the new CRM system.
Reports were setup to automatically go to the Agents on a daily and weekly basis to update them on delivery dates and outstanding issues. Call Centre staff were tasked on engageing with Agents and Clients of agents where needed.
All Clients data was tagged as belonging to each agent. Head office ran automated upgrade campaigns to Clients with a call to action to engage with the instructing agent.
Data was imported from existing systems and linked with accounting systems and stock control. The Client was able to allocate work to staff using the database and many staff were able to work from home thanks to the phone system we introduced. Permissions on the database were reasonably open so that all call centre staff could see all Clients although Agents could only see their Clients and work in progress.
The Client worked in a number of different sectors whilst using the same call centre staff. Layouts were branded so the staff knew exactly who the caller was calling and the layout was appropriate to the reason the client was calling. During upsell or cross selling it was simple to revert to additional screens as needed.
The Client handles all matters related to importing and exporting and reporting, the data is hosted in the WiredContact data centre.