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Functional presentation

  1. 1. GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0. ( Functional Overview ) GRAPECITY GLOBAL SERVICES
  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
  3. 3. <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>Functionality
  4. 4. <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><ul><li>Telemarketers </li></ul></ul></ul><ul><ul><ul><li>Sales scripts, and </li></ul></ul></ul><ul><ul><ul><li>Marketing activities </li></ul></ul></ul>Functionality [continued...]
  5. 5. <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>Telemarketing Workspace
  6. 6. <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>Telemarketer and Telemarketing Team Entities
  7. 7. <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>Telemarketing Project Entity
  8. 8. Creating Telemarketing Queues <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>
  9. 9. Telemarketing Queue Types Single Queue Queues divided by Time zone
  10. 10. <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>Telemarketing Queue Entity
  11. 11. <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>Telemarketing Prospect Entity
  12. 12. <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>Telemarketing Prospect- Place a Call
  13. 13. <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>Telemarketing Prospect – Proceed with Call
  14. 14. <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>Sales Scripts Entity
  15. 15. <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>Sales Script Steps
  16. 16. <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>Sales Script Step Type – Single Choice
  17. 17. <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>Sales Script Step Text – Multi-Line
  18. 18. <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>Sales Script Step Type - Branch
  19. 19. <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>Sales Script Step Type – Text Input
  20. 20. <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>Sales Script Step Type - Action
  21. 21. <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>Test Sales Script (Single Choice)
  22. 22. <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>Sales Script Summary
  23. 23. <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>Reporting
  24. 24. Some Reporting Screenshots
  25. 25. Reporting Dashboard
  26. 26. Thank You Software doesn’t build relationships. People do.”