Contact Tracking is the system for handling customer interaction and feedback. Each of your staff has a workbasket containing their assigned contacts and tasks that they can work as part of their daily activities. The baskets, workflow, as well as the data collected are all in your control. There are over 100 different contact types for you to choose, or you can build your own on the fly without the need of a software developer. Here is an example of the possibilities with this feature-rich part of our application:
- A customer fills out a complaint online.
- Faxes pictures of damage that had occurred.
- The fax is automatically attached and the agent notified.
- The agent can place blame (identify vendor responsible) and issue an automatic refund.
- All signed paperwork is attached to the contact.
Based on your organizational roles and personal choices, your workbasket will show you what you want to see. Customize your view, see other baskets, send letters, or work leads one at a time or in batches. Best of all, it's integrated to your whole business.
Building New Contacts
The Contact Builder is a WYSIWYG editor for designing new contact types on the fly. You design a form layout, choose which types of fields to collect, and build the associated workflow. Let's suppose you want to create a new online application form by which job applicants can apply. You create a new contact type called "Job Application," drag and drop first name, last name and address onto the form. Now let's suppose "work_history" is a new field that does not currently exist in the system. Simply click "new field" and type in "work history" and the system will automatically track this new piece of data. If your "Job Application" is integrated with other systems, they will immediately gain access to this new field upon your approval.
Automating processes is a key strategy to getting more out of your employees. With contact tracking you can create "Watchers" to watch for key events and create new contacts on the fly. Let's suppose you wanted to create a new "Welcome Member" outbound campaign every time a new member signs up online. You first build a "Welcome Member" contact type and specify the desired workflow. Then you apply automation to create a "Welcome Member" contact for 50% of new members and automatically put them in the "marketing" workbasket. Now compare - did your "Welcome Member" campaign result in higher retention or improved member activity?
Contacts can be imported from an Excel sheet or text document. Simply choose the type of contact and upload the document. The system will automatically link most of the fields and give you a preview of how the data will be imported. Simply click "Import" to begin creating contacts with the workflow you define. Subsequent imports can be done by selecting a previous import and uploading the new document. If you would like to import data on a routine interval you can easily integrate that system and automate that process.
Refunds and Blame
Contact Tracking can be used to manage complaints and issue refunds. An agent can track a complaint from start to close and document conversations on the contact. After your research is complete, you can specify the vendor responsible for the incident. If a monetary refund is appropriate, a refund request can be initiated which you may choose to be approved by a supervisor. Refunds can be in any form including check or a voucher to be redeemed online or at a branch.
The agent who owns the contact can create "tasks" to support completing the contact. By default, a task is self-assigned but can be assigned to anyone permitted by the workflow. Tasks can be worked and completed ultimately leading up to a closed status.
Some contacts, referred to as leads, have a monetary benefit and for these you can populate the likelihood of winning this business. If the customer is indicating there is a 50% chance they will choose your organization then record it. This information is rolled up into a report to aid in your month-to-month forecasting.
Notes, Attachments and Faxes
Secondary documents are a key part to properly recording the details of an incident. Pictures of damage, signed receipts, and even resolution signed contracts can be attached recording proper and definitive closure. Customers even have the option of faxing additional documents that can be automatically attached by the fax processing engine.
Dashboards and Reports
In addition to the 10+ reports available for contacts, you can create additional Crystal reports and choose which users have access. You can have these reports automatically emailed to you each morning so they are waiting in your inbox. In addition to reports you can erect real-time dashboards to track daily contact progress.
You specify the workflow rules that each contact type follows. For example, when a web lead is taken, automatically assign it to the "Sales" team; when a complaint is escalated, it must first go through front line support prior to level 2. Of course every business line wants to do business differently, so we've built a system capable of supporting those differences.
API and Integration
Leads, both inbound and outbound, originate from different sources: your website, the membership system, or other databases within your organization. Our API's and integration tools make it easy to create a universal workbasket to service your entire organization.