eSuite finds the solution for incorporating telesales into SuperOffice
When an Independent Business Rates specialists wanted to incorporate telesales into SuperOffice we found the solution.
Their independent status allows them to ensure to only focus on achieving rate reductions for their clients.
The range of services are provided via a heavily and active telemarketing department that is professionally trained and skilled in dealing with enquiries and services via outbound calls.
As users of SuperOffice CRM the company wanted to develop their outbound telemarketing function and streamline it, making it more efficient and fully integrated into their CRM system SuperOffice.
Getting started
This was an extensive project requiring development of a wide area of different functions ranging from the integration of the telephone system, to bespoke reporting as well as ensuring that the look and feel for the end user is easy to follow and quick to activate.
And to develop a system that would inevitably add huge value to the business by creating efficient outbound telemarketing activity that triggers immediate actions and further activities that is then accurately recorded and monitored back into the SuperOffice CRM system.
The first objective was to fully identify the process from start to end and what features and functionality was to be added to ensure the module fully met the company’s requirements.
Once the requirements were identified the SuperOffice development team were able to start on the programming.
How the system works
The Call list is configured by a SuperOffice administrator and created as a selection in SuperOffice.
Then the outbound caller is given a script and list of questions. The contact name and details are automatically added to the script so the caller can simply read the entire conversation from programmed script of the screen.
Depending on the outcome of the call, the caller (with a click of a mouse) can then create an appointment back into SuperOffice against an account manager/assessor or subsequently a sales can be raised to complete against the original outbound contact.
At any point the call selection can be substituted to another telesales team member, the priority of calls can be changed and the script and questions can be altered and adapted according to the nature of the campaign.
The benefits to the client
The company makes a large volume of calls, and has a large team of callers working around the clock on outbound calls. By streamlining the process and automating a lot if the process the benefits in time saving is huge as well as accuracy in information.