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

"We see our software as one of our primary weapons".  So says Kevin Cloke, General Manager at Wattmaster, distributors of electrical products to the Australian electrical wholesale market. "We believe that we would not have achieved the level of success that we have without it." Before moving on to OneOffice, Wattmaster utilised two different software solutions over four years.  These previous solutions just could not support their incredible growth and their expanding business requirements. "Fortunately we found OneOffice," states Managing Director Peter Bendle.  "We know that this package just keeps on expanding with us.  We have already doubled the number of licensed users and find there is always a solution for any new business needs. " Wattmaster has enjoyed significant growth in the few years they have been using OneOffice.  To their pleasure, the staff numbers have increased at a much slower rate than the sales, improving their ROI continually. With several large international customers, Wattmaster have to provinde a world class service.  They are in the process of implementing a "Pick Face & Replinishment" system in their warehouse, a standard part of the OneOffice logistics solutions.  This will help keep them ahead of their competition and looking forward to a continually brighter future....  

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