CRM INTEGRATION

The expense of integrating contact center components has prevented enterprises from adopting many applications that would improve the efficiency and effectiveness of their operations. This is especially true with contact center analytics.

Integrating CRM data with output from other contact center infrastructure components is complex and labor-intensive. Very few organizations have successfully integrated detailed data on customer communications and interaction typically output by an ACD (e.g., length of call, number of transfers, speed of answer) with transaction outcomes (e.g., closure of a trouble ticket, revenue of a cross-sale, marketing promotion) from other sources such as CRM software. Having the ability to link these together for analysis purposes would help contact centers further identify and improve critical elements, such as investments in agent training and improvements in business processes.

The contact centers that do this pay the high cost of dedicating as many as two or three full-time equivalents (FTEs) to simply consolidate the data. Because there are many options available to add or better integrate multiple methods of communications, companies must understand the differences between the alternatives, such as adding on to existing customer-premises equipment (CPE) or transitioning toward hosted solutions. The top-line drivers of migrating to an integrated multichannel contact center both for CPE and hosted include:

• Ability to deploy agents around the globe to reduce costs and provide “follow the sun” service
• Support mobile workforce and work-at-home agent communities
• Offer new channels of communication
• Reduce integration costs
• Improve analytics
• Speed time-to-market

There will always be large enterprises that spend much to own their infrastructure application running on their own premises. Customers evaluating a CPE solution need to consider:

• Data and business logic are separated across the communications and application stacks, limiting data
  analysis and increasing complexity. An example of this
  would be a contact center using Oracle's Contact Center Anywhere. Data about customer interactions is spread across the two systems, which impedes better analytics.
• The growth of packaged CRM applications in the past
  decade has enabled the centralization of customer data and better equipped agents to deliver high-quality service, but the traditional CRM implemented at the call center has largely ignored the actual customer interactions with loose CTI at best.
• Lack of an integrated solution will negatively affect universal workflow rules for routing different communications based on skills, and create limitations on analysis and reporting.

The major benefits of a hosted model include:

• Rapidly scale capacity to match business demand, such as seasonality, recall marketing campaigns and disaster recovery
• Pre-integrated agent desktop with IP telephony, depending on hosted solution vendor
• Reducing up front integration and implementation costs and ongoing upgrade, testing and maintenance costs

THE BENEFITS:

Improved Management of Customer Service
The reporting function allows managers to monitor agent or group performance.This comprehensive reporting lets you examine, in an instant, all activities related to customer or vendor interactions.

Maximize Agent Productivity
The intuitive browser-based user interface reduces the agent system training time and cost. Also, customer’s information and transactional history is instantly displayed, saving the time the agent would need to get familiarized with the client’s situation.

Improved Customer Satisfaction
With customer profiles immediately displayed for an agent, the level of customer services increases, as does the satisfaction of the client.

Increased Management Awareness
Keep track of who,what,where, and when customers are buying your products. Browse log files detailing customer information such as items bought, pages viewed, and more. Monitor the work flow and status of an employee or team across multiple locations. Managers can be alerted to tasks that have been not been completed by their scheduled due date.

Predictable Costs
Because the basis of the relationship between Promero and your company is a contractual Service Level Agreement (SLA), the monthly subscription fee for software, infrastructure, operations support and application services is predictable.

Scalable
Your company can start small and instantly grow without waiting for deployment of costly equipment or adding additional personnel to engineer a system to meet your new requirements.

More Transparent
Unlike closed, proprietary systems, ProStar CRM™ On-Demand Software does not constrain you to a limited number of integration points. The software’s visible code provides you with complete transparency into the application and the database, so that you can integrate customer data wherever it's needed to run your business. There are no hidden fees, no hidden costs, and no hidden code.

More Flexible
As your business becomes more complex, one-size-fits-all hosted CRM software solutions may not suit your strategic goals. ProStar CRM™ On-Demand is the only on-demand CRM software solution on the market today that offers a seamless transition to an open source, on-premise deployment. If your needs change down the road, your CRM investment won't get left behind.

More Secure
With ProStar CRM™ On-Demand,we can get you up and running quickly. Ease of entry doesn't come at the cost of security. ProStar CRM™ On-Demand also offers a more secure environment compared to other hosted CRM software solutions because the data, application and API's are managed independently.

THE FEATURES

Lead Management
Lets users organize all the necessary information to effect superior administration of sales and service leads.This is tightly integrated with task management.

Task Management
Maintained by the generation and execution of tasks from all customer or vendor contacts. asks can be assigned to other individuals or departments and can be automatically generated and/or escalated based on business needs. Manage clients and leads, projects, escalation and sales pipeline.

Surveys
Available for better management of information such as quality assurance or customer service. Surveys are customizable so that questions and answers are structured or free flow. Surveys allow for precise analysis of customer climate and centralized access of data when and where it is necessary.

Process Automation
Allows for better utilization of sales personnel. Superior follow up, transaction tracking and demographic tracking allows for focused sales efforts. Manage quotes, forecasts, reports and prospects. Transaction History Available within the primary customer screen giving users instant access to customer information.

Management Reporting
Available from within the CRM for quantitative analysis and graphical representation of data. Reports are customizable to meet the needs of different management levels and departments.

Web Integration
For self administration of user profile data gives customers the ability to make personal data changes without human contact. ProStar CRM On-Demand not only improves the effectiveness of your entire business, but it significantly reduces sales, marketing and administration costs:

• No up-front investments in hardware or software required.
• 24-hour secured access from any location in the world: Only a Web browser and Internet connection required. No software install required on any computer (desktop or server).
• Ease of management: no need for full-time system administrator or internal IT support.
• One price provides everything: application, support, daily data backups and upgrades. Save thousands of dollars from traditional on-site CRM solutions such as Sage CRM, SalesLogix, Microsoft and Siebel.

ProStar CRM offers dedicated On Demand hosting capabilities, managing backup and maintenance with 24 hour monitoring. Your only focus can be set on using SugarCRM™’s powerful technology to build your business while we maintain the system for you. In time, the flexibility
of Prostar will allow you to migrate from our hosted services to your own servers if (and when) you wish to do so.

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