Keeping In Context

SmartPoint improves contact centre performance by delivering an integrated view of customer information – in real-time and in context to the customer call – to the contact centre advisor’s desktop.

Ensuring that people have the right information when they need it has become a significant challenge for many contact centres. Providing a single view of the customer becomes critical to ensure an excellent customer experience.

SmartPoint helps organisations to:

  • Increase customer retention
  • Increase customer profitability
  • Increase operational efficiency
  • Maximise cross & up-sell opportunities during service interactions
  • Enable proactive account management

 

How Does This Work?

A user enters data into their “host application” (this could be an ERP, CRM or other product).  When they enter data into specified field, the SmartPoint dashboard becomes visible as a sidebar with further information about that field taken from a variety of data sources.

In the example below, the operator is looking at data about a customer in a CRM system.  At the side however, SmartPoint is delivering more information about that customer taken from other databases.  The operator is fully knowledgeable about this customer without having to do further enquiries, screens or queries.  The data that they need is delivered to them when they need it.

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OneOffice Successes

"I see OneOffice as the value driver for our sales force. The CRM and dashboard tools deliver improved decision making to fuel our growth and enhance customer relationships."

SmartPoint Successes

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This intelligent data management software does away with multiple screen confusion, making accessing customer information quick and easy.

Article extract from I-Start Magazine Australia & New Zealand