Ingham Driven

Contact Management (CM)

Contact Management Creating and managing a call list Making a service booking from the homepage Activity Statistics Telephony Integration

Call Lists Explained Consist of a group of customers profiled together by matching or similar data qualities Provides an accurate means of targeting specific customers Has a lifespan and can be activated or deactivated at any time by an administrator Can be assigned to a group or an individual What is a call list and what do they do.

Target Segment TARGET Customers with Reminder Notice for next month Service Due next month TARGET Customers with no Workshop Booking

What essentials need to be in place CM Call Setup What essentials need to be in place Report CM/Report Generator Type = Export Definition = CList Script Outbound Inbound Call List Allocated to Group/Agent Date Range Specified Active

Contact Management - Administrator Creating a call list

Creating a call list Select -> Contact Management-> Call List Management->Create call list

Create Call List A report determines the selection criteria of customers for the call list The script which presents the information to the user If a customer can appear in more than one call list Allocate to one user or to a group of users Specify when the call list is active, the priority and if telephony can be ignored

Create Call List Details of the call list are presented Along with the customer records included And those excluded

Call List Administrator The new call list appears automatically as active in the Call List Administrator The new call list appears as active Details of the call workload are displayed

CM Homepage - Explained User can filter by call list and call type Global Booking View provides an overview of what capacity is available across sites User has access to CRM records from CM Homepage Calls lists are presented to user in the CM homepage

Contact Management – Call Centre Agent Making a Service Booking

Making a Service Booking A retry call is pending for Mr Perry We will begin with an outbound call list

Making a Service Booking Visibility and access to previous calls, outstanding call list items and any open WIPs that exist in Point of Sale

Making a Service Booking Customer and linked vehicle details presented to the user

Making a Service Booking The script route is controlled according to the customer’s response The service booking script is launched

Making a Service Booking The ‘Reason for Call’ to ensure it is convenient and that the customer requires a booking

Making a Service Booking Customer details can be updated as necessary ensuring accurate data capture

Making a Service Booking Vehicle details can be updated ensuring accurate data capture

Making a Service Booking Favourites presents items that are regularly booked Creating an aftersales repair order

Making a Service Booking Upsells presents special offers and seasonal promotions

Making a Service Booking The Work template summarises all work selected so far and enable further work to be added

Making a Service Booking Other locations are available for bookings A green diary day can be selected to make the booking The Diary template

Making a Service Booking Confirm Booking

Making a Service Booking The booking shows as confirmed

Making a Service Booking Confirmation of booking times Confirmation of booked work Closure Screen

Making a Service Booking Call is removed from call list and marked as complete A contact can be recorded against the customer record Call Completed

Contact Management – Administrator Activity Statistics

Call Centre Statistics Call Centre activity is displayed in the statistics area of CRM, My CRM

Call Centre Statistics and department Statistics can be constrained by group By Script Actual statistics and targets can be compared Call centre activity can be constrained by group, script and department

Statistics and Ratios The display of statistics can be drilled down to view each individual agents results Ratios of work booked against Collect and delivery is easily viewed as part of the statistics screen

CM Outbound Call The user can choose to click to dial From the CM homepage when a user double clicks on a call Customer details are presented The number is dialled by CTI Toolbar and the script is launched.

CM Inbound Call When a call comes in the user is taken to a list of records that match the calling number The user can select the correct user, review and launch a script