Flexisales was faced with major issue on 3 fronts – Manual processes, lack of visibility and in-flexible tools for complex and ever changing requirements of the customer.
⇒ No proper Lead Tracking mechanism tagged to campaigns.
⇒ The Service team was spending a lot of time on non-customer facing activities like looking for contact info as there was not single source of truth.
⇒ All updates were maintained in Excel sheets as there was no Automation.
⇒ Final leads output to Customers could not be trusted.
⇒ Management had no visibility to track the performance of Teams.
⇒ Difficulty tracking of interactions/status of leads, no single view of all leads and SLA monitoring at every department.
⇒ Proactive Reports & Dashboards.
⇒ Centralized data management of all Accounts and Contacts – Single source of Truth.
⇒ Implemented best practices of Customer Service processes like – Queue management to determine SLA at every checkpoint.
⇒ Built Mass Lead Conversion component.
⇒ Implement mass Objectives & Key Results management.
⇒ Salesforce Survey Management to manage the Call Scripts for the tele callers.
⇒ Used Force.com Sites to build exclusive Web to lead branded screens.
⇒ Complete Invoicing and Billing management.
⇒ Better tracking of Campaign Management ROI.
⇒ Real-time Visibility of Information to Decision makers.
⇒ Improved Agent productivity and speed of lead management.
⇒ Create, Maintain/Track & Grow intimacy with Customers.
⇒ Enable the teams to Improve Productivity & Efficiency of operation.
⇒ Drive Management by Objectives for key Business divisions such as Telecalls, Quality Audit & MIS Executives.