grapecity telemarketing functional presentation [pps:3.58 mb]
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GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 with CTI Integration
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(Functional Overview)
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
GrapeCity Telemarketing Add-On helps in micro-managing telemarketing activities to meet your sales and marketing objectives.
As an Add-On to Microsoft Dynamics CRM 4.0, GrapeCity Telemarketing functionality enables the telemarketing group to play an integral role in the sales cycle.
Description
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Functionality
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GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 provides the following functionality:
– Track employees who are Telemarketers and Managers– Create telemarketing queues of Leads, Contacts and Accounts– Prioritize calling queues created from lists in your system, – Prompt telemarketers to call the highest priority prospects first– Create orders and opportunities, qualify leads, schedule
meetings and follow-up calls.– Telemarketing queue creation based on time zone.– Telemarketer allocation based on time zone– Reporting Dashboard for Managers
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Functionality [continued...]
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Make scripted calls to sales prospects.
Create flexible branching scripts to guide telemarketers in their calls.
Attach sales scripts to marketing projects so that all of your marketing activities are integrated.
Analyze the efficiency of
• Telemarketers• Sales scripts, and • Marketing activities
Company Confidential | © 2008 GrapeCity Inc.
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Telemarketing Workspace
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Telemarketing Add-On entities:
Telemarketing Prospect Telemarketing Project Telemarketing Queue Telemarketing Team Telemarketer Sales Script
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Telemarketer and Telemarketing Team Entities
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Telemarketer entity records and tracks telemarketing service representatives and managers.
User can view non-archived queues assigned to each telemarketer and their owned prospects.
Administrator can manage different Teams and its members.
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Telemarketing Project Entity
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A Telemarketing project is created for Marketing Campaign
Marketing Manager can plan budget and duration of the Project
Targets can be created by associating different marketing lists
Target customers can be assigned to different Telemarketing Teams
Creation of single queue or multiple queues based on time zones of Prospects
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Creating Telemarketing Queues
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Select marketing lists [list of contacts] to be called in telemarketing queues.
A Queue can be created using one of the 2 ways either as a Single Queue or a Divided queue by Time Zone.
Each list becomes a calling queue for which you can set specific properties such as a time range, and assign specific telemarketers to place calls.
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Telemarketing Queue Types
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Single Queue
Queues divided by Time zone
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Telemarketing Queue Entity
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Telemarketing Queue entity manages calling queue for prospects
Marketing Manager can view load distribution between assigned Telemarketers
Telemarketers can be added/removed from the Queue
Load on Telemarketers can be calculated
Queue Activation/Deactivation for Telemarketers
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Telemarketing Prospect Entity
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Telemarketing Prospect Entity contains all target customers
Scripted call may be made to targets and responses can be stored
Target can be converted to Contact, Account or Opportunity based on score
Call for Prospect can be rescheduled for later time
Call History for Prospect can be viewed
Next prospect would automatically be displayed based on pre-defined rules
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Telemarketing Prospect- Place a Call
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Placing Call to Prospect prompts user to select the different actions based on response
Proceed with Call: Click to initiate conversation with prospect
Left Message, Reschedule: Telemarketer leaves message for Prospect and reschedules the call.
Voice Mail, No Message Left: Prospect on voicemail so no message left. Prospect comes back in the queue
Line Busy: Prospect’s Phone line is busy. Prospect comes back in the queue.
No Answer: No Answer from prospect. Prospect comes back in the queue
Not in Service: Phone number incorrect or non-existent. Telemarketer can take action to correct contact information
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Telemarketing Prospect – Proceed with Call
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If the call is associated with a script, the first step of the script opens up, else a dialog box opens to proceed with the call.
The Telemarketer can select different actions from the dialog Screen:
Re-queue Call: Prospect is marked as unprocessed and again included in queue
Reschedule Call: Schedule Call with Prospect for later time
Create Order: Opens Order form to capture Order
Create Opportunity: Opens Opportunity form to create an opportunity.
Convert Lead: Convert the prospect to Account or Opportunity
Schedule Call for Manager: Schedule Call of Prospect with Sales Manager
Schedule Meeting For Manager: Schedule Meeting of Prospect with Sales Manager
Assign To-Do: Create Task activity for Prospect
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Sales Scripts Entity
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Sales scripts guide telemarketing reps during their sales calls
Sales scripts enable telemarketers to schedule or perform activities such as follow-up calls, creates orders and so on.
Sales scripts consist of a number of steps linked together.
Sales script steps, for the most part, consist of a speech, a question, and a number of possible responses or text input.
Different types of steps are associated to a script like single choice answers, multiple selection answers, branches, questions requiring text input.
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Sales Script Steps
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Sales script steps consist of a speech, a question, and a number of possible responses or text input.
The Sales Script steps can be either a questions with single choice answers, questions with multiple selection answers, branches, questions requiring text input, or actions.
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Sales Script Step Type – Single Choice
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A single choice step type is a question that has one possible response.
Next step is determined by the answer given by Prospect.
The answers can be weighted for branching purposes or towards a final score calculation.
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Sales Script Step Text – Multi-Line
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A Multiple Choice step type enables user to capture more than one responses.
Each Response adds up in the final score.
Next Step would be fixed for Multiple Choice Step.
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Sales Script Step Type - Branch
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Branch step determines the next step to be executed based on the score accumulated in previous steps.
Branch step runs in background on actual execution of Sales Script
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Sales Script Step Type – Text Input
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Text Input Step enables user to store the speech.
Its mainly used to store the greeting text or any information text.
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Sales Script Step Type - Action
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Action Step enables user to perform specific action like Creating note, opportunity, etc.
Success or failure of action determines the next step.
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Test Sales Script (Single Choice)
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Test Script enables user to test the defined Sales Script
Single Step form enables user to capture the response of Prospect.
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Sales Script Summary
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Sales Summary entity enables telemarketer to view responses given by Prospect for each question
It creates a Summary record at the end of call.
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CTI integration with Telemarketing Add-On
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
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Automatic OUTBOUND call using CTI connector*
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* 3rd party Add-On available at additional cost
Click “Place a Call” button on TM Prospect form
Prospect’s phone number appears.
Click Dial to start dialing the number using telephony hardware or VOIP.
Call gets connected using SKYPE or any other telephony hardware that support TAPI 2, TAPI 3 or SIP protocols
Click proceed with CallTo open the scripting
page
Call is connected automatically and scriptingwindow available. Telemarketer can start
the speech or do actions from this screen now.
Automatic INBOUND call using CTI connector*
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
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* 3rd party Add-On available at additional cost
Incoming call comes via Skype or telephony hardware that supports TAPI 2, TAPI 3 or SIP protocols
On accepting the call, automaticallyA new Phone call activity record opens.
If a known caller is calling, automatically that persons contact record opens up.
Other Details
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Reporting
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In all 14 Reports available in Telemarketing Add-On.
Reports available to help Telemarketing managers check efficiency of telemarketers, queues and analyze the productivity of sales scripts.
Reports to enable telemarketing managers to manage telemarketers and queues, sales scripts, and evaluate strategy for calling.
Company Confidential | © 2008 GrapeCity Inc.
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Some Reporting Screenshots
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
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Reporting Dashboard
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
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Key Points
w w w . g r a p e c i t y . c o mCompany Confidential | © 2008 GrapeCity Inc.
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• Telemarketing Add-On is available for 32-bit and 64 bit environments.
• Telemarketing Add-On is available for1. On-Premise Version2. Hosted Version /IFD Version
• Partners in UK, Switzerland, Sweden, Italy, Turkey
• Hosted Version available for customers in EU from Italian Partner’s Datacenter.
Languages Available
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Currently, the Telemarketing Add-On is availablein the following languages.
English French
German
Turkish
Italian
Chinese
Thank You
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“Software doesn’t build relationships. People do.”
Company Confidential | © 2008 GrapeCity Inc.
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