Computer Telephone Integration
Problem/Challenge
Medium-sized business is looking for a cost-effective way to improve customer service with existing customer base. Have realized that current phone system is not adequate to handle the business growth enjoyed over the last few years. Realize that they need to look for a way to track customer information in the form of a database that is easily accessible for the frontline employees.
Solution
We represent several products that integrate in a way that enables an incoming call to bring up a customer file that contains all of the information a frontline staffer needs to truly enhance the customer experience. One of the products is a sales process automation suite that integrates with many phone systems employed in today's marketplace. We work to understand the processes present in the business, customize the software and train the staff so that the final solution becomes an integral part of the fabric of the firm.
Results
All incoming and outgoing calls are tracked in a way that the organization can offer tangible improvements in customer service by attaining a better understanding of what is going on with their customer base.