Since it is important to hire customer care representatives of the company that will help keeping the image of your company intact, they should be given the best call center software to handle their end of the line properly.
This is an important feature of the company; therefore, it must be given priority by the higher ups. Without a proper group of customer representatives, you company will not progress anywhere in the market.
Just like you absolutely need your customers, you absolutely need people who will help with handling these customers. In fact, the kind of call center software you will end up using depends upon the people who will be using such a software.
Therefore, it is important to understand hat services to choose and what to keep away from.
It is a known fact that case studies help us recognise the workings of the system up close and personal and help us learn the finer working details for better understanding.
The case study that garners a particular, and yet, a different kind of interest is Colt Powertrain case study which managed to improve the efficiency in sales progress in the company using VanillaSoft telemarketing rules.
In this particular case study, we will be looking at the background of the company, the challenges they were facing, and how far the company has come along in this particular situation.
Background
Colt Powertrain, established in 2014, is an automotive industrial company, based in Decatur , TX, that has for years been a one-stop source for engines, transmissions and the transfer cases.
It specializes in offering products for automatic repair professionals, car dealers as well as for consumers on a variety of models and makings of both domestic and international brands.
The models that Colt Powertrain concentrates on are Ford, Chrysler, Chevy and GM, and it also makes a range of components and engines for many foreign models with extreme precision.
Business Challenges
When it was just changing its status as a full blown sales arm of the business from a startup industry, the core nature of Colt Powertrain’s call center had been just a pilot project which was slowly but steadily developing.
At this stage, the call center team of the company had no Customer Relationship Management, also known as CRM software or a sales enablement technology.
Its management needed a great full-times sales manager and good call center software solutions to take the charge for handling the team and select a perfect CRM for better and faster management of this aspect of the company.
After quite a lot of interviews, Colt Powertrain brought in an experienced sales manager who was able to understand how to elevate the status of the company using telemarketing services.
He was experienced in both call center management and the automotive industry experience, which was needed to grow the Colt Powertrain’s business further.
The first step that the sales manager took was to select the right call center CRM for the team running the call center services. Since he was experienced in this field as well due to using multiple CRM solutions, Colt Powertrain’s new sales manager was able to know the power of VanillaSoft’s features.
These features incudes the usage of sales by phone professionals, but it also needed the diligence by assessment of a full list of solution providers that potentially provides solutions.
Ultimately it was VanillaSoft who could provide this feature that would essentially move the team from using software that required manual upgradation and needed a long time processes to an automated solution that was focused on providing productivity and efficiency that would match the levels of the company expectations.
The Solution
The solution provided by VanillaSoft helped greatly in streamlining the Colt Powertrain’s sales process and helped in simplifying the work flow of the telecom company:
• Firstly, it helped in reducing the errors in the process of order-taking. It also supported in-line data capture that made handling the work flow easier.
• VanillaSoft was immensely helpful in improving the accuracy and the communication with shipping and the data-merged email templates that enabled faster delivery of details, helping the customer service agents work faster and better.
• It helped in reducing the lead cherry picking and proceeded to duplicate the efforts on leads by the salespeople by enabling hem in using the queue based lead routing that was much faster than manual method previously used by the company.
• Using VanillaSoft the company noticed the increase in the productivity in the processing of the orders with the integration of the payment gateway, which was immensely helpful in speeding up the entire process of selling the products.
The Result
According to the sales manager of Colt Powertrain, VanillaSoft email templates are a godsend. They helped him to ensure that the right information is communicated in between the sales representatives and the customers that, according to him, helped his team sound professional and on-point every time without any hassle.
After the implementation of VanillaSoft, the part which showed the most improvement was the in the department of efficiency.
From writing the details of each call on paper by the team manually, to making the entry of important information manually by hand, including writing down the comments, important notes and such, VanillaSoft made it so that all these were put directly into custom data capture fields used by VanillaSoft during each call and each records, thus making it possible for the customer service center to handle more number of calls each day.
This godsend ability for the creation of the custom fields, and also enabled the company for the easy entering of data directly and quickly into the VanillaSoft data capture field helped reduce errors.
It also helped them with the improved the accuracy of the order using the detail capture. Along with this, VanillaSoft data capture was also used for being allowed for the number of automated emails that was needed to be merged with the order details directly from the customer contacts.
It also helped with order information and provided with the improved communication with faster and better shipping options.
VanillaSoft also developed an integrated payment gateway that was built to make processing of the orders quicker and faster.
Along with this the Company noticed that the web reporting tools under VanillSoft was designed to smoothly streamline and increase efficiency in their reporting process of the company.
The VanillaSoft company’s extremely unique queue-based architecture gradually but surely helped in the prevention of the salespeople in the cherry-picking of leads.
The services of VanillaSoft also reduced the number of instances of the duplicate effort of the existing system where two people were working on the same lead hence preventing them in working individually and handling more and more number of customers, thereby creating a form of backlog, which resulted in slow processing and handling, detrimental to any company wanting to create an impression.
Apart from this, the services of VanillaSoft provided centralized data and reporting capabilities. This centralized data and reporting opportunities, when implemented had also begun to work with the management and help them in the process of uncovering plenty of other opportunities and savings to help them get a grasp of the financial state.
This financial state was allotted to this particular call center services started by the company Colt Powertrain to help the customers in a better fashion and connect to them, securing a niche in the market.
Forming a customer call service center to give their customers a platform is the long time goal of any company, and Colt Train was not any different.
They wanted to give their customers a voice for grievances and queries and sell more of their products via telemarketing, and hence they relied on VanillaSoft for doing the leg work while observing and implementing their solutions.
Training opportunities were more readily identifiable by the agents and the higher ups, all thanks to call reports, the following result codes of the company, and comment capture system set up for this particular situation.
These insights were not as readily clear with the older method of complete manual management of written call data of the customers, but now it was possible because of the advanced systems provided by VanillaSoft.
Another area where Colt Powertrain has improved drastically is the newly gained ability for quick identification of the various cases of duplicate contact entries that were present on purchase lists of the company.
VanillaSoft also provided a rather direct and consistent messaging platform for all their customers to use. They have predefined email templates that, according to the sales manager, was helpful in ensuring that the representatives use the set approved and professionally written message for quickly responding.
Vanilla soft also provided logical-branch scripting for guiding the agents through the data gathering conversations for an increase in the amount of information collected on the calls.
With VanillaSoft’s help the management also has the ability to control live calls, recording the calls to allow for immediate information and action when it is completely needed, and now it has become a rather valuable coaching tool for helping the company representatives in their desire to improve their sales technique for better handling of customers.
Reference Link: www.vanillasoft.com/
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