A Complete One-Stop Solution
When subscribers have questions, they expect immediate, accurate and complete answers. As a result, we designed and continually expand upon our CRM, fulfillment, collections and trouble ticketing user interfaces so that tens-of-thousands of such answers are just a mouse click or two away.
Statuses at a Glance
When a care representative first enters an account, they need instant and global situational awareness. This includes account statuses, pending notices, balances and other important data.
Most such data is accompanied by a date and time stamp and a user’s employee code.
In addition, throughout our interface, we use a combination of color-coding, flashing data and pop-ups to bring important information to the user’s immediate attention. For example, the green square in the screen example above indicates that the customer allows CPNI (use of customer provided network information). Red and flashing tells users that CPNI is not authorized. An account balance displayed in blue text indicates that it is current. A red amount indicates past due, a green amount indicates that a different account was responsible for payment and the balance is current. Purple indicates the balance is past due.
The memo icon in the upper-left of the screen flashes to indicate a pending message. Other messages may automatically pop-up upon screen entry. The red square in the upper-right shows the customer’s churn score. This indicates that the account is at high risk of loss. Green or yellow indicate no apparent or moderate risk. The yellow bars indicate activations or deactivations that have not cleared the switch. If users click on one of these, a pop-up will show relevant switch messages, workflow statuses, etc.
Dynamic Data Presentation
Over 1,200 grids are dynamically linked to summary data and date range fields that share their screen. If users click on any summary field, the grid instantly displays the full detail that comprises the summary. Users can drag-and-drop columns, click their header to change from descending to ascending order, click on a data type (amount, date, reference number, status, employee, etc.) to gather all similar data together. They can also type search text in a column to locate similar data.
Hundreds of included reports provide similar versatility. Furthermore, a camera icon appears at the top of every screen. In addition to giving users the ability to take a snapshot of the current screen, it allows them to create an Excel spreadsheet report of data in any grid that can be printed, faxed or e-mailed.
Size is not a problem. In fact, there are no limits on user, subscriber or inventory counts, or on addresses, contact names or contact numbers per customer. Nor are there limits operational locations, languages or currencies in use, service offerings, daily EDR / CDR volumes, historical reporting data or just about anything else that matters. After all, why limit success?
Everything A User Needs To Know
In addition to hundreds of reports, the history tab gives users a complete and detailed view of every activity and status change that has occurred over a given date range. The contacts tab shows a history of all calls opened, e-mails, SMS’, quotes, literature sent and more. It also provides the ability to import Excel, Word, RTF, PDF, file and report form data from outside the system, add password protection and recall it to view, etc. at any anytime.
In addition, the Interactive tab provides users with topic-based conversational scripts and user-defined response flows, as well as a limitless knowledge base and answers to frequently asked questions.
While it’s impossible to describe limitless CRM functionality in a single page, we believe that, once you see a demonstration of these capabilities, you will agree that it was time well-spent!