Call Centres

SmartPoint helps Call Centre representatives deliver a better level of service to their customers by improving access to relevant information.

Ensuring that people have the right information when they need it has become  a significant challenge for many organisations running call centres. Good data integration has become critical to ensure an excellent SmartPoint helps Call Centre representatives deliver a better level of service to their customers by improving access to relevant information.

Customer Relationship Management (CRM) software, should enable your customer facing staff to manage sales, marketing and service management tasks quickly and easily. Unfortunately this is not often the case. During the implementation of the CRM software information from other systems may be integrated into the CRM deployment, however cost and complexity considerations often lead to trade-offs as well as being difficult to revisit as people’s needs change. For many organisations this is just too difficult to solve and, as a result, there are many occasions where users fail to find the key information required during customer interactions. In turn this can lead to poorly informed decisions and disappointing customer service.

While it is possible to develop complex IT solutions to integrate different systems, this takes a long time, carries high risk and is expensive – and often results in systems that are still very hard to adapt as your organisation changes and grows.

SmartPoint however, offers an approach which is easy to use and simple to deploy.  It delivers information to people ‘Just-in-Time’, that is, when you need it – not too soon and not too late. No more hunting through different systems; information is simply provided to people from whichever system it is held in. The key difference is that the information finds them, not the other way around.

SmartPoint works alongside many of your key Call Centre applications to instantly deliver additional information that is relevant to the task your users are currently working on.

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In this example the user is accessing the account details for GFD Systems Ltd in the CRM system on the right and SmartPoint is simultaneously displaying information relating to payment information, purchase history and product literature in the SmartPoint dashboard on the left.

 

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Article extract from I-Start Magazine Australia & New Zealand