Requirements

-A system for handling 5,000 resellers all over Turkey

-A central database for 20 telesales agents in 7 different locations

-Assigning resellers to a specific telesales agent

-Computer telephony integration and caller ID for incoming calls

-An integrated system containing all relevant customer information, including ERP data

-Automatic report generation

Advantages

-A central, standard contact management solution for all 7 regional telesales offices

-Comprehensive customer dossiers provide a 360 degree view of the customer

-Well-informed, motivated telesales staff

-All telesales agents have access to the customer's information

 

-Customer receives the required information immediately and consistently, regardless of the telesales agent

-Documentation of phone calls

-Transparent reports for managers (e.g. the number of inbound and outbound calls, call duration, ....)

-More efficient call-center processes

-An all-in-one program that provides access to all information and functions without the need to switch to other applications

Conclusion

Ugur Kalyoncu, IT Manager, KVK:

"CAS genesisWorld has enabled us to improve our services because it gives us instant access to all relevant customer information, ensuring that we are well informed on the phone at all times. Our sales managers can now monitor all phone calls made by our telesales operators and set targets. Thanks to CAS genesisWorld we have increased customer satisfaction and boosted our sales without having to hire more staff."

 

 

For more info about this case, please download the brochure HERE