1. Ingham Driven

2. Contact Management (CM)

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

4. 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.

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

6. 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

7. Contact Management - Administrator
Creating a call list

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

9. 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

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

11. 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

12. 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

13. Contact Management – Call Centre Agent
Making a Service Booking

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

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

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

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

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

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

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

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

22. Making a Service Booking
Upsells presents special offers and seasonal promotions

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

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

25. Making a Service Booking
Confirm Booking

26. Making a Service Booking
The booking shows as confirmed

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

28. 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

29. Contact Management – Administrator
Activity Statistics

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

31. 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

32. 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

33. 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.

34. 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