Features
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Active CRM is a set of modules based on logical separation of tasks and responsibilities.
The solution consists of four distinct and complementary client modules.
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To run these different modules, two servers are set up:
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- Production server (local): Hub of the solution, it provides processing,
data synchronization and updates. A console provides an overview of the status of
the Server and allows its administration.
- Centralization server (remote):
centralized data platform that enables sale agents to access their agendas
and managers to monitor the activity.
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Client applications are distributed on two levels: Win32 applications at the local
level (Agent and Supervisor) and remotely accessible Web applications (WebAgenda
and WebMonitor).
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Agent
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Supervisor
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WebAgenda
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WebMonitor
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Intended for phone operators, the agent module provides campaign processing trough
out a predefined telemarketing questioning form. It was designed to make life easier
to the users and improve their productivity.
Interfacing with telephony solutions present in the market (Alcatel, Ericsson, Asterisk,
etc...) enables automatic dialing from the contact form and simplifies the operator
tasks.
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Main roles:
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- Telemarketing: This action provides an opportunity to build a qualified
database, an important tool that can be used for specific marketing approaches thanks
to the multi-criteria selection and the exporting feature.
- Appointments making: As part of a campaign to make appointments,
phone operators have access to the sale agents’ agendas and can make reservation
through an easy to use integrated calendar.
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Key functionalities:
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- Prospect information sheet
- Questionnaire’s script view
- Manual or automatic call process(CTI)
- Prospect information gathering via questionnaire
- Call classification
- Automatic classification of unanswered calls (CTI)
- Recall scheduling
- Appointments making with calendar
- Appointments history
- Access to the sale agents agendas
- Supervisor’s messages view
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This module allows the management of the call center like campaigns creation and
activity reporting, easily and with a remarkable efficiency.
With its intuitive user interface, the Supervisor module makes life easier for the
user and allows it to perform its tasks under the best conditions. The dashboard
and the various available analysis tools allow real-time monitoring of campaigns’
progress and team performance.
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Main roles:
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- Campaigns building: Telemarketing campaigns creation from imported
files with the ability to reuse existing campaigns.
- Appointments supervising: Confirmation of appointments made by
phone operators and monitoring the outcome of commercial approaches as well as the
realized revenue.
- Analysis and Reporting: Generating detailed statistics with graphics,
in order to get a global overview of the activity, making possible to take the necessary
decisions to improve productivity.
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Key functionalities:
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- Dashboard (telemarketing, appointments, sales etc...)
- Campaign management (creation, monitoring, history etc...)
- Import files from contacts flat file (text)
- Associate Campaigns to phone operators
- Campaign recycling (reset, reuse)
- Appointments supervising (confirmation, history, commercial approach etc...)
- Access to the sale agents’ agendas
- Booking and availability slots marking on the agenda
- Call processing history
- Financial management (revenue and sales details)
- Detailed statistics of the activity and performance
- Message broadcasting to phone operators
- Accounts management (supervisors, phone operators and sale agents)
- Advanced search and statistics exportable to Excel
- Use of the qualified prospects database
- Interfacing with phone systems via the CTI
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This Web application consists of an extranet that can be used by the sale agents
to check their appointments agendas wherever they are in order to organize their
days and plan their route.
The appointments sheets have all the necessary information such as the prospect
coordinates, the data collected by the phone operator and the supervisor’s remarks.
The sale agent can also enter the result of his approach (sale or otherwise) and
eventually a quality report.
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Key functionalities:
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- View appointments agenda
- View appointments details
- Report commercial approach result
- View personal statistics
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The WebMonitor module (extranet) give the call center managers the possibility to
monitor the activity remotely, they can view the agenda of each sale agent, view
appointments sheets, check the sales or view production statistics in order to get
a real and comprehensive analysis of the activity.
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Key functionalities:
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- View sale agents’ agendas
- Track commercial approaches
- Monitor sales & revenues
- View detailed statistics
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