CRM

CRM Software – Customer Relationship Management

For successful business relationships customer service is vital. The presentation of accurate and timely information in a professional manner is the key to any business and service operation. The basic foundation of CRM software application is this only. But the flexibility to change is just as important in this dynamic business environment.

Call center software was designed with this concept from the very beginning. That is why so many call center managers, with unique and changing requirements, have chosen and continue to use CRM software as their solution. CRM solution is ideally suited for call center service bureaus. When you need to quickly implement a new program or change existing campaigns.

CRM Software with Telephony and Web Integration

CRM and Computer Telephony

Telemation is CTI enabled with our call center phone system which features outbound predictive dialing and inbound call distribution (ACD) and interactive voice response (IVR). Plus our phone system supports Text To Speech capability. Telemation is also integrated with other PBX phone systems provided by Nortel, Aspect and Rockwell.

Telemation call center software supports screen pops with DNIS, Caller ID (ANI), and IVR collected information. But that’s just the beginning. Telemation can perform virtually any phone function. And you can empower your customers with self-help call center functions from your web site. With the PACER IVR and Web enabling features, your call center can now be a 24 by 7 operation without added personnel expense.

CRM Phone Systems

CRM software and phone system that is both affordable and expandable. The WIZARD CRM phone system is developed using industrial PC components from Intel/Dialogic and can provide your organization with inbound and outbound features normally associated with large PBX systems. Telemation is fully integrated with this system and is capable of performing all forms of outbound calling including Predictive Dialing. Likewise, inbound campaigns can be developed that support call distribution to agent groups as well as stand alone IVR interactive voice response programs.

CRM Solution and Remote Agents

A significant benefit of today’s telecommunication advancements is the ability for your employees to work from home. Database Systems Corp. has developed a family of telecom products that promote this capability. Telemation, combined with our PACER call center phone system, fully supports remote agents. Now your customer care workforce can be significantly expanded with the addition of work at home employees. The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, you may view our Remote Agent page.

CRM Software – Power, Flexibility and Control

Each call center is unique and today’s Customer Relationship Management software must address this. Telemation has the power and flexibility to manage virtually any call center operation, no matter how large or small. With our toolkit approach to call center solutions, Database empowers you with the ability to create and manage any number of marketing and sales campaigns. With Telemation call center software, you are never locked into CRM systems that cannot grow with your changing needs. You are not restricted by your technology provider because we give YOU the ability to customize and tailor your call center. Just ask our customers.

Features and Benefits:

Telemation is a full featured CRM software application that performs virtually all of the functions required of a customer response call center. The following are just a few of these features.

  • Graphical user presentation
  • Inbound/outbound CTI features
  • Screen pop with DNIS and ANI
  • Predictive dialing/auto dialing
  • Linux CRM Solutions
  • Web enabled
  • Development toolkit
  • Remote agent support
  • Multiple blended campaigns
  • Customer Service and Care
  • Contact management
  • Customization and integration
  • Help Desk Applications
  • Online Surveys
  • Literature fulfillment
  • Mass mailing
  • Windows CRM Support
  • Email/fax
  • System and agent monitoring
  • Data import/export
  • Order entry and tracking system
  • Appointment scheduling
  • Follow-up date call backs
  • Call history

Operational CRM systems generate huge amounts of customer data, but they have not been designed to transform that data into information that organizations can effectively act on. Raw data has no real value until it is turned into information.

The consumer backlash against unsolicited telemarketing and e-mails coupled with ever-increasing competition for customer attentions have forced companies to take a new look at their inbound call centers. Long considered a profit drain and necessary evil, inbound call centers are now seen as a critical link between an organization and its customers. Companies that have relied strongly on a carpet-bombing approach to marketing in the past are now using their inbound call centers to better target customers at the right time with the right offers.

The call center business model has historically been based on reducing the amount of time spent on each call in order to reduce costs and personnel. The quantity and not the quality of each call was the driver. Operational efficiency, in this model, was the over-riding goal — not customer satisfaction, customer retention, cross-selling or up-selling. Rarely was a call center’s operation tied to an organization’s business goals or strategies.

With the advent of customer relationship management (CRM) initiatives in the late 1990s, call centers took on a more strategic role. CRM systems promised to bring all the threads together. When a customer called in, an operator in a call center could quickly see the entire history of an organization’s relationship with that customer — what they’d bought, when they’d bought it, what issues had come up, and how they had been resolved. Service representatives could see what sales representatives had done and to which direct marketing campaigns a customer had responded. Everyone could see who was interacting with the customer.

Although CRM systems increased operational efficiencies, these initiatives have failed to deliver significant value to customers and, as a result, have not generated high returns. Operational CRM systems improve connections to customers, but they don’t do much to improve customer understanding, and without good customer understanding, organizations can’t be sure of the best thing to say to each customer at a given point in time. Operational CRM systems generate huge amounts of customer data, but they have not been designed to transform that data into information that organizations can effectively act on. Raw data has no real value until it is turned into information.

Put another way, CRM systems by themselves are great at facilitating communication and at illuminating what customers have done in the past; but by themselves, they do not tell an organization what to communicate. They cannot predict what the customer phoning into your call center, at this moment, would like to do but isn’t telling you — and that is the information that every customer-facing channel, like a call center, needs in order to sell more efficiently and improve bottom line profitability.

Providing Clear Picture

What is missing from many CRM and call center operational systems is predictive analytics. Many analytical CRM products, such as online analytical processing (OLAP), provide historical analysis, summarizing what has happened in the past. In other words, historical analysis can reveal who the best customers were last month and who they are this month. This kind of traditional analysis is important, but it doesn’t anticipate what will happen in the future.

Predictive analytics are needed to provide a clear picture of what is going to happen in order to take the most effective action. The predictive analytic process discovers the meaningful patterns and relationships in data and provides decision-making information about the future. Predictive analytics applications, properly deployed and seamlessly integrated with a call center system, enable organizations to do a number of things:

Analyze all of its customer data and identify patterns that predict customer behavior. Understand that certain kinds of customers behave in ways that return a higher value to the organization — and not necessarily because they have purchased the most expensive product or service (but because, for instance, they are likely to repay a loan over a longer term, or are more likely to maintain a balance due on a credit card).

Understand which types of customers pose the greatest risk to the organization or stand to decrease their value to the organization through default, high claims or fraud.