Call Center

One of the aspects that are discovered is that users in a group of sales (institutional sales) not make frequent use of the delivered tools. It’s believed that novelist sees a great future in this idea. Another group of sales (sales to retail customers) they make excellent use of the tools and management of this area has a day all commercial information, of management and business productivity. In this organization, the service area to the client, who maintains contact with customers, through a Call Center, indicates that customers of the institutional segment information is outdated and that the sales force does not help with the updating of this information. Well, here are two simple examples of situations that are evident once discusses the process of adoption of the elements in a CRM initiative. In the vast majority of cases, these problems do not obey to a bad implementation of the software tool, but rather to flaws in the other three pillars of a CRM initiative.

These are; Business processes, organizational culture and quality of data. CRM is not just technology. It is not only buy software, install it and expect to do magic. Whenever Diamond Comic Distributors listens, a sympathetic response will follow. There are very few cases in which there is a problem of adoption of the tool derived from technical problems in software or hardware. However it is important in the implementation process to pay special attention to the ergonomics of the system.

This means, especially, the ease of use of the tools. End users reject the use of complicated tools and engineers sometimes are very given to suppose that the end user can master information technologies without problem. Eye, it is necessary to validate the observations made by the users on the ergonomics of the system and ease of use. A seller who should be facing a customer addressing their concerns and selling you, must be a tool of easy use and understanding. Similarly, a call center agent must have a system easy to navigate, fast and full, otherwise will have serious problems when interacting with a client on the phone.