eSuite finds the solution for incorporating telesales into SuperOffice
When an Independent Business Rates specialists wanted to incorporate telesales into SuperOffice we found the solution.
Their independent status allows them to ensure to only focus on achieving rate reductions for their clients.
The range of services are provided via a heavily and active telemarketing department that is professionally trained and skilled in dealing with enquiries and services via outbound calls.
As users of SuperOffice CRM the company wanted to develop their outbound telemarketing function and streamline it, making it more efficient and fully integrated into their CRM system SuperOffice.
This was an extensive project requiring development of a wide area of different functions ranging from the integration of the telephone system, to bespoke reporting as well as ensuring that the look and feel for the end user is easy to follow and quick to activate.
And to develop a system that would inevitably add huge value to the business by creating efficient outbound telemarketing activity that triggers immediate actions and further activities that is then accurately recorded and monitored back into the SuperOffice CRM system.
The first objective was to fully identify the process from start to end and what features and functionality was to be added to ensure the module fully met the company’s requirements.
Once the requirements were identified the SuperOffice development team were able to start on the programming.
How the system works
The Call list is configured by a SuperOffice administrator and created as a selection in SuperOffice.
Then the outbound caller is given a script and list of questions. The contact name and details are automatically added to the script so the caller can simply read the entire conversation from programmed script of the screen.
Depending on the outcome of the call, the caller (with a click of a mouse) can then create an appointment back into SuperOffice against an account manager/assessor or subsequently a sales can be raised to complete against the original outbound contact.
At any point the call selection can be substituted to another telesales team member, the priority of calls can be changed and the script and questions can be altered and adapted according to the nature of the campaign.
The benefits to the client
The company makes a large volume of calls, and has a large team of callers working around the clock on outbound calls. By streamlining the process and automating a lot if the process the benefits in time saving is huge as well as accuracy in information.
Maxoptra has a new integration to bridge the gap between customer services and live operations. With Synergy Technology developing the integration of SuperOffice Customer Service with Maxoptra’s delivery management and route optimisation solution, the seamless flow of business-critical information between the two systems is boosting the customer experience and improving operational efficiency for delivery and field service companies.
“Maxoptra is leading the way in dynamic delivery management and route planning for the SME sector, with a functionally rich solution that is cloud based and subscription offered,” commented Trevor Sharp, Head of Development at Synergy Technology, one of the largest SuperOffice partners in the UK.
“Maxoptra does not require specialist IT support or training; in fact its open programming interface and proactive development team made this one of the easiest integrations we have undertaken.”
This integration with Maxoptra is now availble as an eSuite module for SuperOffice and soon due to be released for Dynamics NAV and Dynamics 365 Business Central.
Microsoft Dynamics NAV “out of the box” provides a system that you can then develop to perfectly fit your business’s needs. Our talented development team talk about how additional bespoke development work ensures you maximise the functionality and effectiveness of your ERP system.
What is the reason for requiring bespoke development?
“Bespoke development for Microsoft Dynamics NAV can cover almost any requirement that any business using Dynamics NAV may need.
It’s derived from the 80/20 rule. Basically Microsoft Dynamics NAV “out of the box” delivers about 80% of the framework to meet any clients’ needs, and bespoke work fills in the gaps. It tailors the Dynamics NAV system to encompass all the business’s processes and functionality that is specific to their market.
Every industry, every business and every process has different requirements. It would be impossible for a generic version of Dynamics NAV to meet all these complex requirements. If it did, it would be exorbitantly expensive, impossible to keep up-to-date and end up including modules and functionality that would not be utilised by the majority of Dynamics NAV users.
“That’s how bespoke development starts – making the system a perfect 100% fit to the client’s specific needs.”
Dynamics NAV has been designed to support client specific enhancements that work alongside its standard functionality and can be tailored by developers to suit a wide range of requirements. Development work can cover anything from integration between Dynamics NAV and third party add-ons or modules, developing sophisticated reporting systems that combines data from several systems linked to Dynamics NAV. Development work can eliminate repetitive time consuming manual data processes with automated functions that equally reduces the risk of duplication of data and improves data accuracy.
Some examples of Dynamics NAV development include:
Integration with website systems
Courier system integration
Integration with credit card systems such as SagePay
Integration with hand held devices used in warehouse management systems
Tailoring reports and documentation to reflect the company standards
Even something as specific as integrating ticket management and seat allocation for a sports arena with data used in the Dynamics NAV system.
Basically bespoke development ensures that systems work seamlessly and effectively between stock, logistics, client, supplier and payment programs and functions that all share the same data. Other bespoke work is adding functionality to the existing Dynamics NAV system, or maximising the value of the data within in the system by creating informative, up-to-date reporting.
Developing bespoke work usually involves incorporating Dynamics NAV into existing third party systems or a new system that the client wants to start using.
The key is understanding what the client is looking to achieve from the system
“We don’t look to reinvent the wheel. Listening to our clients, understanding their needs, and determining the best most cost effective solution is our priority. To find the best solution we always offer the most effective and perfect fit.
When we look at the bespoke development, we aim to find the best solution for the client, and focus on ensuring that the development work can also be adapted for future requirements.
By considering the client’s long term plans for their systems we can make sure that any bespoke work is not isolated but forms part of their future needs.
Often development work it is not as complicated as a client may first think. The requirements may be simply fulfilled by introducing functionality that already exists within Dynamics NAV that is not being utilised by their team. Training and technical support may be all that is required to improve the system. Additionally, development work to improve a client’s system to meet their requirements can be resolved by integrating into Dynamics NAV third party add-ons that already exist.
A further example of improving the system is when coding functionality exists outside the Dynamics NAV system, e.g. an Excel spreadsheet or an Access database, created by a single user that may be very complicated and difficult to maintain, and if the user is away or leaves the organisation, cannot be updated. In this case, a few day’s development work brings the functionality back into Dynamics NAV and it can then be utilised by all the team and not dictated by a single user.
We once identified a user that updated a very complex spreadsheet by copying and pasting data from Dynamics NAV into spreadsheets to provide a weekly report. The user would take up to half a day every week to update the information, with no guarantee to the accuracy.
By explaining that with just two days’ development work to automate the process directly from Dynamics NAV, the same process could be achieved with a click of a button and maintaining 100% accuracy in data, providing also an immediate time saving process and the outlay of the development work was covered within the first four weeks’ usage.”
The benefits of bespoke development
The main benefit of bespoke development work is to streamline processes within the client’s business that also results in increased productivity, and offering major time saving benefits.
Here are some of the key benefits:
Save time – bespoke work in Dynamics NAV often creates time saving benefits to the users.
Better control of data – using the same data source across systems.
Reduce errors – by automating repetitive processes.
Simplify processes – thus saving time and releasing employees to focus on other tasks.
eSuite has the technical resources to develop your Dynamics NAV system
eSuite programmers is a highly skilled in Microsoft development. eSuite uses a dedicated Dynamics NAV technical team with extensive working knowledge of the software who are able to apply practical and customisable business solutions using the application.
The technical team can also offer your business ongoing guidance, advice and support to ensure Dynamics NAV is scalable and adaptable to the changing needs of your business, including the implementation of additional applications such as mobile warehouse, advanced business reporting, document management and e-commerce systems. To discuss your development needs for Microsoft Dynamics NAV, please contact eSuite.