Client Services and
CRM System Progression
• This slideshow will explain the
development and evolution of the
services we have been able to provide to
our client, and the of the CRM system we
have used alongside them.
• We have worked with our client to help
deliver as many services as possible, as
well as help improve their CRM system
so that we can use it more effectively,
while getting the most information as
• Our first script for calling was almost 12
pages long, and didn’t work well at all, so
we worked alongside our client to shrink
the script down to a more manageable 5
• The script involved sharing some of the
clients new services, and trying to get an
interest for them. We needed to get their
details so the client could send them the
• The first iteration of the systems we used
involved simple Excel spreadsheets, with
names, contact details and other related
information on them.
• Our tasks were mainly to flesh out the
spreadsheet, adding as much additional
information on the customers as we
• After a few weeks of using the
spreadsheets, it was decided that the
conversion our client needed to do on
their end was both too awkward to
complete and too time consuming.
• In response, we were given access to
their internal CRM system that used
• The initial SalesForce screen had much
of the same information we were
collecting for the client on the
• This included names, contact details like
phone numbers and email addresses.
• We also had a notes field where we
could add notes about the call.
• Once saved, the records could be
accessed by anyone with permissions
within the clients company.
• After some time, it became clear that it
wasn’t effective to just add notes about
things like parcels and deliveries and
• In response, we had a number of new
fields added that related directly to the
amount of parcels the customer would
• This included the amount of parcels the
customer would send on a yearly basis.
• It also added a list of carriers the
customer may be using, so we could
compare what rates and services they
are getting compared to the clients.
• The clients campaign revolved around
customer dispatching a certain number of
parcels to receive special promotions.
• To help recognise those who qualified, a
simple checkbox was added in stating
that the client met the conditions.
• Once the record was saved, if the box
was checked, the client would receive an
email that would have all the record
information and details, letting them know
that there was a new customer that
qualified for the promotions.
• As well as the parcel information, we suggested adding
a few boxes relating to the status of the call.
• We wanted to be able to tell the new prospects apart
from the older ones, or ones that needed a call back.
• The result was a box with options like revisit for a call
back, or if it was an open or closed prospect. There was
also a second box with a reason, so if the prospect was
closed, you could say if the customer was not interested
in the clients service, or if the record was a duplicate, or
had unreachable contact details.
• There was also dates added like the last time the record
was accessed and the last time it was saved.
• A calendar, and task reminder system was also set up,
so we could mark records to be called back at specific
dates and times, and then receive a reminder to call
them at that time. There was also a box stating who
acquired an appointment is one was made.
SalesForce “Companies” Screen
Final (Current) Layout
• After a few months of using this layout, a
shift in affairs in the clients company
meant that we were to be given more
work, which would have meant we
needed more access to the same kinds
of systems the client used.
• This resulted in the creation of an entirely
new set of records, known as the
• These records had far more detail
included, and were more fully integrated
in to the clients systems on their side.
• The new records had a number of new
sections, with their own information on it.
• For the most part, they were expansions
of information we had previously listed.
For example, there were details about
the B2B and B2C split the customer
would have with their deliveries.
• It also added things like what tariff the
customer would receive, their expected
volumes, what types of goods they send
• The new records were more fully
integrated into the clients side of the
• This meant that if we had any issues, the
client could access the records and see
and edit them from their side.
• We also had the ability to push the
records to other people, so that the sales
representatives could take over the
records, and add on the extra information
only our client had access to for security
• Over time, small things have been added to
make the prospects screen somewhat more
ergonomic and easier to use.
• We have added things like more reasons for
the open, closed or pending prospect status,
more address fields for separate shipping,
head office, despatching and invoicing
addresses, more information relating to the
specific goods a customer would send,
more contact details like mobile and
landline, alternative contact etc.
• We have also added prospect sources, so
we know where the lead was generated
from, and things like what type of contact
the person is within the company.
SalesForce “Prospects” Screen
Final (Current) Layout
SalesForce “Prospects” Screen
Final (Current) Layout (cont.)
• After a few months of working with the
system, we were given a new method for
passing on records. This involved fully
converting the prospect records we had, to
an “Opportunity”, which uses the same
layout the sales representatives use on their
side of the system.
• This meant that instead of converting a
record on their end, it would arrive already
converted, and cut down on the time it takes
for them to contact the customer.
• Over time, the automated conversion
process has become more powerful, so the
converted records take less time to edit, and
can be sent to the client faster.
Screen Final (Current) Layout
Screen Final (Current) Layout (cont.)
Screen Final (Current) Layout (cont.)
• Over time, we have also been given
information on the maximum weights,
sizes and types of goods the client can
ship, allowing us to directly inform if the
customer can use the clients services.
• The client has also recently introduced
international shipping, so we can discuss
those options with interested customers.
• Through our strengthening relationship
with the client, we have been able to start
liaising with sales representatives
directly, resolving any problems far more
• We also have a direct contact within the
clients company, who can answer any
questions we may have, and also holds
regular conference calls to keep up
updated with any changes, and contact
with their superior in case of any major
problem or disputes, or issues our first
point of contact can not resolve.
• Another thing that has come from our
relationship is we have had an influence
on the rates the client offers. We have
gathered information on what rates the
customers are getting from competitors,
allowing them to compare the rates and
become more competitive.
• This in turn has also helped us bring up
internal reviews for the services the client
offers to it’s customers, developing them
into a more well rounded and competitive
• Over our time with the client, we have
done a number of distinctly different
• The following slides will list the different
campaigns we have done on behalf of, or
for our client.
• The most common task for us to do is a
telemarketing task, involving cold calls to new
prospects, and seeing if they would in interested
in the services the client offers.
• This is the campaign we have been doing for the
longest time, and was the first campaign we
• Initially, the script we had for the campaign (and
for the original special offer) was almost 14
pages in length. Over time, through both a
combination of becoming comfortable with the
campaign and systems, and with needing to
shorten statements down to more manageable
chunks for the customers to understand, we have
created a script that is perhaps one page long,
with the same amount of information, that is far
simpler to pitch to the customers.
• After a few months, the original
promotion was dropped for more
• Instead of the initial pitch, the script
developed into a simple “We are calling
to see if you would be interested in our
• If they would like to hear about the clients
services, then we move on to ask about
the customers parcel volumes, and other
information relating to the parcel price.
• Once we have all the information we
need, we can share the clients rates.
• If the customer is interested in the rates,
and then wanted more information, the
original process was to mark the record
as complete, and leave it for the client to
pull off at the end of the week.
• The client would send across an
information pack with more details on it,
and we would then give the customer a
call back a few days later. If they would
like to go ahead and use the clients
services, we would fill out any additional
information, and then inform the client or
a sales representative via email of the
• With the new prospects screen, we were
given a newer, more in depth task.
• Instead of just cold calling, we were also
given a new task that would have us
directly contacting customer already
showing an interesting in the clients
• Instead of going through the clients
customer service department, any web
enquiry forms that are filled out are
forwarded through the system to us, so
we would be the ones contacting them.
• These new warm calls worked similarly to
the older cold calls, but instead of asking
if they would be interested in the
services, we just double check they did
indeed fill out the online enquiry form,
and reconfirm the information they input.
• The client had a system where we could
offer rates up to a certain amount of
parcels, and if they exceeded those, we
would invite them to have a sales
representative meet them to discuss
more bespoke rates.
• When the customer is interested in the
rates, or would like an appointment, further
information etc, then this is where the
conversion to the opportunities would come
• This allows the record to be passed on to
the sales representative, so they can view it
as their own, with no difference in the
formatting that they would see if they
created their own record on their side of the
• This speeds up the entire process, so the
sales representatives can see the interested
customers we call as soon as possible, and
act upon them accordingly within hours of
the initial call, rather than days, like it was at
the start of our campaign with the client.
• Another service, and the most recent
addition to our system, is access to an
email account that we can use to liaise
directly with customers with.
• This meant that any customers that
wanted information via email can be sent
something, and we can directly reply to
any queries they may have. It saves time
on the clients end with receiving details,
sending information, then forwarding the
company record back and sending the
replies back and forth.
• Other campaigns we have done for the client
include things like working through a database of
previous clients, and finding out why they left the
company, what they feel could be done to
improve the services, and general fact finding to
help improve the services of the company.
• We also have been given other databases from
older, incompatible versions of the system, with
the task to call the customers, find out if they are
interested, then create records on the new
system for them.
• We also have been given tasks where the
system has glitches, and not logged certain
online enquires, so we have to convert and
create records from the XML files the enquires
• Further small campaigns have included;
• Cleansing glitches or wrongly converted data.
• Calling through leads delivery drivers have
• Converting old “Company” records to newer
• Calling companies that have contacted.
• Calling through various spreadsheets, then
converting the interested customers to