GrapeCity Telemarketing Add-On for  Microsoft Dynamics CRM 4.0  with CTI Integration GRAPECITY BUSINESS SOLUTIONS (Functio...
<ul><li>GrapeCity Telemarketing Add-On helps in micro-managing  telemarketing activities to meet your sales and marketing ...
Functionality w w w . g r a p e c i t y . c o m <ul><li>GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 prov...
Functionality  [continued...] w w w . g r a p e c i t y . c o m <ul><li>Make scripted calls to sales prospects.  </li></ul...
Telemarketing Workspace w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Add-On entities: </li></ul><ul><li>Telemar...
Telemarketer and Telemarketing Team Entities w w w . g r a p e c i t y . c o m <ul><li>Telemarketer entity records and tra...
Telemarketing Project Entity w w w . g r a p e c i t y . c o m <ul><li>A Telemarketing project is created for Marketing Ca...
Creating Telemarketing Queues w w w . g r a p e c i t y . c o m <ul><li>Select marketing lists [list of contacts] to be ca...
Telemarketing Queue Types w w w . g r a p e c i t y . c o m Single Queue Queues divided by Time zone Company Confidential ...
Telemarketing Queue Entity w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Queue entity manages calling queue for ...
Telemarketing Prospect Entity w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Prospect Entity contains all target ...
Telemarketing Prospect- Place a Call w w w . g r a p e c i t y . c o m <ul><li>Placing Call to Prospect prompts user to se...
Telemarketing Prospect – Proceed with Call w w w . g r a p e c i t y . c o m <ul><li>If the call is associated with a scri...
Sales Scripts Entity w w w . g r a p e c i t y . c o m <ul><li>Sales scripts guide telemarketing reps during their sales c...
Sales Script Steps w w w . g r a p e c i t y . c o m <ul><li>Sales script steps consist of a speech,  a question, and a nu...
Sales Script Step Type – Single Choice w w w . g r a p e c i t y . c o m <ul><li>A single choice step type is a question t...
Sales Script Step Text – Multi-Line w w w . g r a p e c i t y . c o m <ul><li>A Multiple Choice step type enables user to ...
Sales Script Step Type - Branch w w w . g r a p e c i t y . c o m <ul><li>Branch step determines the next step to be execu...
Sales Script Step Type – Text Input w w w . g r a p e c i t y . c o m <ul><li>Text Input Step enables user to store the sp...
Sales Script Step Type - Action w w w . g r a p e c i t y . c o m <ul><li>Action Step enables user to perform specific act...
Test Sales Script (Single Choice) w w w . g r a p e c i t y . c o m <ul><li>Test Script enables user to test the defined S...
Sales Script Summary w w w . g r a p e c i t y . c o m <ul><li>Sales Summary entity enables telemarketer to view responses...
CTI integration with Telemarketing Add-On w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc....
Automatic OUTBOUND call using CTI connector* w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity I...
Automatic INBOUND call using CTI connector* w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity In...
Other Details w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
Reporting w w w . g r a p e c i t y . c o m <ul><li>In all 14 Reports available in Telemarketing Add-On. </li></ul><ul><li...
Some Reporting Screenshots w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc. GRAPECITY BUSI...
Reporting Dashboard w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc. GRAPECITY BUSINESS SO...
Key Points w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS <...
Languages Available w w w . g r a p e c i t y . c o m Company Confidential  |  © 2008 GrapeCity Inc. GRAPECITY BUSINESS SO...
Thank You w w w . g r a p e c i t y . c o m “ Software doesn’t build relationships. People do.” Company Confidential  |  ©...
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GrapeCity Telemarketing functional presentation [PPS:3.58 MB]

  1. 1. GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 with CTI Integration GRAPECITY BUSINESS SOLUTIONS (Functional Overview) w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc.
  2. 2. <ul><li>GrapeCity Telemarketing Add-On helps in micro-managing telemarketing activities to meet your sales and marketing objectives. </li></ul><ul><li>As an Add-On to Microsoft Dynamics CRM 4.0, GrapeCity Telemarketing functionality enables the telemarketing group to play an integral role in the sales cycle. </li></ul>Description w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  3. 3. Functionality w w w . g r a p e c i t y . c o m <ul><li>GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 provides the following functionality : </li></ul><ul><ul><li>Track employees who are Telemarketers and Managers </li></ul></ul><ul><ul><li>Create telemarketing queues of Leads, Contacts and Accounts </li></ul></ul><ul><ul><li>Prioritize calling queues created from lists in your system, </li></ul></ul><ul><ul><li>Prompt telemarketers to call the highest priority prospects first </li></ul></ul><ul><ul><li>Create orders and opportunities, qualify leads, schedule meetings and follow-up calls. </li></ul></ul><ul><ul><li>Telemarketing queue creation based on time zone. </li></ul></ul><ul><ul><li>Telemarketer allocation based on time zone </li></ul></ul><ul><ul><li>Reporting Dashboard for Managers </li></ul></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  4. 4. Functionality [continued...] w w w . g r a p e c i t y . c o m <ul><li>Make scripted calls to sales prospects. </li></ul><ul><li>Create flexible branching scripts to guide telemarketers in their calls. </li></ul><ul><li>Attach sales scripts to marketing projects so that all of your marketing activities are integrated. </li></ul><ul><li>Analyze the efficiency of </li></ul><ul><ul><li>Telemarketers </li></ul></ul><ul><ul><li>Sales scripts, and </li></ul></ul><ul><ul><li>Marketing activities </li></ul></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  5. 5. Telemarketing Workspace w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Add-On entities: </li></ul><ul><li>Telemarketing Prospect </li></ul><ul><li>Telemarketing Project </li></ul><ul><li>Telemarketing Queue </li></ul><ul><li>Telemarketing Team </li></ul><ul><li>Telemarketer </li></ul><ul><li>Sales Script </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  6. 6. Telemarketer and Telemarketing Team Entities w w w . g r a p e c i t y . c o m <ul><li>Telemarketer entity records and tracks telemarketing service representatives and managers. </li></ul><ul><li>User can view non-archived queues assigned to each telemarketer and their owned prospects. </li></ul><ul><li>Administrator can manage different Teams and its members. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  7. 7. Telemarketing Project Entity w w w . g r a p e c i t y . c o m <ul><li>A Telemarketing project is created for Marketing Campaign </li></ul><ul><li>Marketing Manager can plan budget and duration of the Project </li></ul><ul><li>Targets can be created by associating different marketing lists </li></ul><ul><li>Target customers can be assigned to different Telemarketing Teams </li></ul><ul><li>Creation of single queue or multiple queues based on time zones of Prospects </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  8. 8. Creating Telemarketing Queues w w w . g r a p e c i t y . c o m <ul><li>Select marketing lists [list of contacts] to be called in telemarketing queues. </li></ul><ul><li>A Queue can be created using one of the 2 ways either as a Single Queue or a Divided queue by Time Zone. </li></ul><ul><li>Each list becomes a calling queue for which you can set specific properties such as a time range, and assign specific telemarketers to place calls. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  9. 9. Telemarketing Queue Types w w w . g r a p e c i t y . c o m Single Queue Queues divided by Time zone Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  10. 10. Telemarketing Queue Entity w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Queue entity manages calling queue for prospects </li></ul><ul><li>Marketing Manager can view load distribution between assigned Telemarketers </li></ul><ul><li>Telemarketers can be added/removed from the Queue </li></ul><ul><li>Load on Telemarketers can be calculated </li></ul><ul><li>Queue Activation/Deactivation for Telemarketers </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  11. 11. Telemarketing Prospect Entity w w w . g r a p e c i t y . c o m <ul><li>Telemarketing Prospect Entity contains all target customers </li></ul><ul><li>Scripted call may be made to targets and responses can be stored </li></ul><ul><li>Target can be converted to Contact, Account or Opportunity based on score </li></ul><ul><li>Call for Prospect can be rescheduled for later time </li></ul><ul><li>Call History for Prospect can be viewed </li></ul><ul><li>Next prospect would automatically be displayed based on pre-defined rules </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  12. 12. Telemarketing Prospect- Place a Call w w w . g r a p e c i t y . c o m <ul><li>Placing Call to Prospect prompts user to select the different actions based on response </li></ul><ul><li>Proceed with Call: Click to initiate conversation with prospect </li></ul><ul><li>Left Message, Reschedule: Telemarketer leaves message for Prospect and reschedules the call. </li></ul><ul><li>Voice Mail, No Message Left: Prospect on voicemail so no message left. Prospect comes back in the queue </li></ul><ul><li>Line Busy: Prospect’s Phone line is busy. Prospect comes back in the queue. </li></ul><ul><li>No Answer: No Answer from prospect. Prospect comes back in the queue </li></ul><ul><li>Not in Service: Phone number incorrect or non-existent. Telemarketer can take action to correct contact information </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  13. 13. Telemarketing Prospect – Proceed with Call w w w . g r a p e c i t y . c o m <ul><li>If the call is associated with a script, the first step of the script opens up, else a dialog box opens to proceed with the call. </li></ul><ul><li>The Telemarketer can select different actions from the dialog Screen: </li></ul><ul><li>Re-queue Call: Prospect is marked as unprocessed and again included in queue </li></ul><ul><li>Reschedule Call: Schedule Call with Prospect for later time </li></ul><ul><li>Create Order: Opens Order form to capture Order </li></ul><ul><li>Create Opportunity: Opens Opportunity form to create an opportunity. </li></ul><ul><li>Convert Lead: Convert the prospect to Account or Opportunity </li></ul><ul><li>Schedule Call for Manager: Schedule Call of Prospect with Sales Manager </li></ul><ul><li>Schedule Meeting For Manager: Schedule Meeting of Prospect with Sales Manager </li></ul><ul><li>Assign To-Do: Create Task activity for Prospect </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  14. 14. Sales Scripts Entity w w w . g r a p e c i t y . c o m <ul><li>Sales scripts guide telemarketing reps during their sales calls </li></ul><ul><li>Sales scripts enable telemarketers to schedule or perform activities such as follow-up calls, creates orders and so on. </li></ul><ul><li>Sales scripts consist of a number of steps linked together. </li></ul><ul><li>Sales script steps, for the most part, consist of a speech, a question, and a number of possible responses or text input. </li></ul><ul><li>Different types of steps are associated to a script like single choice answers, multiple selection answers, branches, questions requiring text input. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  15. 15. Sales Script Steps w w w . g r a p e c i t y . c o m <ul><li>Sales script steps consist of a speech, a question, and a number of possible responses or text input. </li></ul><ul><li>The Sales Script steps can be either a questions with single choice answers, questions with multiple selection answers, branches, questions requiring text input, or actions. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  16. 16. Sales Script Step Type – Single Choice w w w . g r a p e c i t y . c o m <ul><li>A single choice step type is a question that has one possible response. </li></ul><ul><li>Next step is determined by the answer given by Prospect. </li></ul><ul><li>The answers can be weighted for branching purposes or towards a final score calculation. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  17. 17. Sales Script Step Text – Multi-Line w w w . g r a p e c i t y . c o m <ul><li>A Multiple Choice step type enables user to capture more than one responses. </li></ul><ul><li>Each Response adds up in the final score. </li></ul><ul><li>Next Step would be fixed for Multiple Choice Step. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  18. 18. Sales Script Step Type - Branch w w w . g r a p e c i t y . c o m <ul><li>Branch step determines the next step to be executed based on the score accumulated in previous steps. </li></ul><ul><li>Branch step runs in background on actual execution of Sales Script </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  19. 19. Sales Script Step Type – Text Input w w w . g r a p e c i t y . c o m <ul><li>Text Input Step enables user to store the speech. </li></ul><ul><li>Its mainly used to store the greeting text or any information text. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  20. 20. Sales Script Step Type - Action w w w . g r a p e c i t y . c o m <ul><li>Action Step enables user to perform specific action like Creating note, opportunity, etc. </li></ul><ul><li>Success or failure of action determines the next step. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  21. 21. Test Sales Script (Single Choice) w w w . g r a p e c i t y . c o m <ul><li>Test Script enables user to test the defined Sales Script </li></ul><ul><li>Single Step form enables user to capture the response of Prospect. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  22. 22. Sales Script Summary w w w . g r a p e c i t y . c o m <ul><li>Sales Summary entity enables telemarketer to view responses given by Prospect for each question </li></ul><ul><li>It creates a Summary record at the end of call. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  23. 23. CTI integration with Telemarketing Add-On w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  24. 24. Automatic OUTBOUND call using CTI connector* w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS * 3 rd party Add-On available at additional cost Click “Place a Call” button on TM Prospect form Prospect’s phone number appears. Click Dial to start dialing the number using telephony hardware or VOIP. Call gets connected using SKYPE or any other telephony hardware that support TAPI 2, TAPI 3 or SIP protocols Click proceed with Call To open the scripting page Call is connected automatically and scripting window available. Telemarketer can start the speech or do actions from this screen now .
  25. 25. Automatic INBOUND call using CTI connector* w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS * 3 rd party Add-On available at additional cost Incoming call comes via Skype or telephony hardware that supports TAPI 2, TAPI 3 or SIP protocols On accepting the call, automatically A new Phone call activity record opens. If a known caller is calling, automatically that persons contact record opens up.
  26. 26. Other Details w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  27. 27. Reporting w w w . g r a p e c i t y . c o m <ul><li>In all 14 Reports available in Telemarketing Add-On. </li></ul><ul><li>Reports available to help Telemarketing managers check efficiency of telemarketers, queues and analyze the productivity of sales scripts. </li></ul><ul><li>Reports to enable telemarketing managers to manage telemarketers and queues, sales scripts, and evaluate strategy for calling. </li></ul>Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  28. 28. Some Reporting Screenshots w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  29. 29. Reporting Dashboard w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS
  30. 30. Key Points w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS <ul><li>Telemarketing Add-On is available for 32-bit and 64 bit environments. </li></ul><ul><li>Telemarketing Add-On is available for </li></ul><ul><ul><li>On-Premise Version </li></ul></ul><ul><ul><li>Hosted Version /IFD Version </li></ul></ul><ul><li>Partners in UK, Switzerland, Sweden, Italy, Turkey </li></ul><ul><li>Hosted Version available for customers in EU from Italian Partner’s Datacenter. </li></ul>
  31. 31. Languages Available w w w . g r a p e c i t y . c o m Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS Currently, the Telemarketing Add-On is available in the following languages. English French German Turkish Italian Chinese
  32. 32. Thank You w w w . g r a p e c i t y . c o m “ Software doesn’t build relationships. People do.” Company Confidential | © 2008 GrapeCity Inc. GRAPECITY BUSINESS SOLUTIONS

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