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Customer Relationship Management (CRM)
Contact Centre
Instant access to information
Highpoint Contact Centre offers a new look and feel carefully designed to facilitate speed and ease of use.
It provides your service teams instant access to the information they require and the tools necessary to respond to any query or question.
In its simplest implementation, it can provide a fresh front end to the Customer and Vendor service and support teams in your organisation.
Once they have identified who they wish to deal with, a Contact, a Customer, a Vendor and so on, all information relating to the Contact/Company (Customer or Vendor) is available and appropriate methods of communicating with that company are provided.
The current Contact being dealt with is retained "in context" and all the appropriate Answer Back-Office functionality can be reviewed to provide the information necessary.
As you get more familiar with the functionality, the Contact Centre application provides you the ability to proactively deal with your Contacts.
Ensure that if you promise to contact them, then this promise is visible to your organisation, and ensure that the promise is kept.
Get to know your contacts better. Understand where they fit in their organisation and what decisions they can take.
Integrate with MS Outlook to send and record e-mails from the Contact Centre and schedule appointments.
Contact Centre Business Support
Manage Leads and Opportunities, Customer Care Transactions and more
This is the second module within the Answer CRM application and builds on the Contacts and Company information created within the base Contact Centre module.
It is complementary to the base Contact Centre module and builds on the data, functionality and integration of the Contact Centre application.
Lead/Opportunity Management and Tracking
An opportunity is a series of steps or plan that are usually carried out to achieve an end result. This Opportunity can be many things:
- Sales Lead/Opportunity
- Customer Complaint
- Post Sales process to ensure a full Customer welcome
Plus much more. Flexible processes can be built and maintained using steps/stages, actions to be carried out, results recorded and decisions made. Define an unlimited number of business opportunities. For each opportunity, define what the cycle of events will be and the times associated. These events translate to Stages and Activities in Answer CRM. Define the individual stages with their own success/failure status, reference, duration, confidence percentage, outcome codes and so on.
For each stage, define the following:
- Data to be collected
- Stage progression based on dates
- Success/fail criteria
- Activities to be generated; to do, appointments, generate email
- Notes
- Values and Reporting Revenue Factors
- Stage Progression based on rules related to data collected
For each activity, define the following:
- Owner
- Course of action
- Answer Object to be called, enquiries, maintenances etc
- Data to be recorded
- Activity content, analysis and literature requirements
- The next activity
Raise opportunities against Contacts or Companies.
Monitor the progress of each opportunity.
Opportunities can control, for example:
- Customer complaints
- Customer returns
- New product development
- Anything you decide
Literature Management
Using Contact Centre Business Support, you can manage your Literature Centre.
An item of literature can be virtually anything, a sales brochure, a user guide, health and safety instructions.
A literature item also has a delivery method assigned, i.e. via email, post and so on.
Literature can also be defined as a 'kit' or 'group' so that if a prospect calls for product information you will be prompted to send a Corporate Overview, Terms and Conditions of Business, a Business Card and so on.