SlideShare a Scribd company logo
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 1
Content:
• Content: ................................................................ 1
• Concept overview of AG-VIP SQL Workflow:........ 1
• Application scenario: customer care of long-
standing customers............................................... 2
• Application scenario: acquisition of new customers
.............................................................................. 3
• Application scenario: Service / Helpdesk .............. 4
• Application scenario: active telephone marketing . 5
• Process tranparency leads to effective selling
control ................................................................... 7
• How to increase productivity ................................. 7
• Hardware requirements......................................... 7
• What would you like to do? ................................... 7
Concept overview of AG-VIP SQL
Workflow:
Very often, sales is seen as a 'blackbox' where you act
from your gutfeeling which might be acceptable for
some sales pros. But for the majority of your marketing
and sales staff, it will be necessary to define and struc-
ture sales processes.
Processes are defined as target-oriented sequence of
working steps. Consequently, fields such as sales,
marketing or service can be devided into processes
where AG-VIP SQL workflow engines are depicted.
The advantages of a process-oriented view are obvi-
ous:
• Cost reductions by automated processing
• Standardazition of work routines guarantees stable quality
• Clear structure enables you to measure and plan your
results, e.g. success quota or length of a process
• Based on processes, sales targets can be clearly defined
• Recognition of staff deficiencies and consequently selecti-
ve use of further training measure
• Process acceleration by automated information forward-
ing. Information is not a debt lying in prender, but is at
your disposal, e.g. for callcenter agents
Consequently, there is an increase in productivity in any kind
of sales effort activity.
At first, processes have to be structured clearly. The AG-VIP
SQL workflow engine provides the technology to manage
processes and to make it available to the user.
If you compare sales with a production process, input
(=resources) and the desired output (=targets) are obvious.
Very often, effects remain diffuse though. Transparancy can be
achieved by defined sales processes. The only aspect that will
remain unknown is market-building.
When you transfer a process-oriented mentality to production
processes in sales, it might help you to define campaign se-
quences. Much higher response rates can be gained in event-
oriented processes when marketing causes a customer's reac-
tion. A customer's reaction, e.g. via your website, causes a
pre-defined workflow for potential customers.
The Direct Media Marketing GmbH (DMM) in Langen, Ger-
many is one of Germany's market leaders in joint advertising.
DMM trusts AG-VIP SQL.
Holger Weishaupt, Managing Director DMM:
'Flexibility and adaptability to your own needs have been the
decisive factor. With the help of the optional Workflow-Engine,
we managed to streamline and to structure our sales proc-
esses. Consequently, contacts never get lost. All (potential)
customers are being looked after with constant quality. Wheat
can be separated from the chaff quite easily in order to firm up
a deal. We use our sales capacities effectively. Our staff really
enjoys it. Now, they have a clear head to enter into a dialogue
with our customers. I pay my highest compliment. It is a con-
sistent concept.'
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 2
Application scenario: customer care of long-standing customers
Sales to long-standing customers has the advantage
that you already have a personal connection to your
customer. Strategically, there are several options to
extend sales to a long-standing customers such as:
• Cross selling or introducing a new product
• Increase of quantity delivered
• Increase of utilization frequency of your products
The last two aspects mentioned above apply to one
particular customer's regular acceptance of services
rendered.
Actually - do you thoroughly go into your long-standing
customers potential?
With strategically oriented processes, you can safekeep
constant contacts with your long-standing customers.
The telephone is perfectly suitable e.g. to contact your
customer regularly. In particular with B- and C-
customers, this method is cost-saving in comparison to
an appointment outside your office.
Here, AG-VIP SQL Workflow-Engine directly offers the
process level telephone. You can dial via CTI in the
power dialing mode. Customers that were not available
automatically appear in resubmission. Your staff will
only deal with phone calls that have been connected
successfully (cf. further detail in application scenario:
active telephone marketing). After each phone call, your
staff will assess and classify it for the next working
process.
The classification demand - generate an offer automatically
leads the ticket into the phase of making an offer. Here, both
the follow-up and the receipt of order control are ensured.
Contacts cannot get lost.
After a classification into Everything all right - no definite de-
mand a phonecall in connection with long-standing customer
care is activated automatically after x months. In this way, you
regularly speak to every customer for certain.
With the selection of service inquiry - problem to be solved
additional processes can be activated, e.g. a service process.
The problem can be dealt with straight away by forwarding it
automatically to the right place.
What will you gain?
• Constant customer care and making full use of demand
situations
• Focus on available potential
• Speeding up your procceses by automated forwarding of
information
• Automated contact documentation in the history
• No customer contact will get lost
• Clear assigning of duties: Who is in charge of which proc-
ess level
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 3
Application scenario: acquisition of new customers
Due to the UWG (unfair competition law), cold callings
as well as emails and faxes without a customer's per-
mission are possible only partialy. Therefore, the follo-
wing scenario will be devided into two mailing cam-
paigns. The target group has been pre-defined with the
help of AG-VIP SQL's flexible selection options.
The address list is postage optimized for dispatch of
info letters within Germany. Postally incomplete ad-
dresses are excluded automatically so that only com-
plete addresses are selected.
AG-VIP SQL offers you a complete control data file for
standard letters with MS-Word.
As soon as a customers responds, your staff will find
the address on the basis of any criterion at will by a
simple double click on the ticket.
The ticket will open automatically on the level info dispatch. At
the push of a button, pre-defined documents can be
generated, e.g. in MS-Word. For a follow-up call, the ticket is
automatically classified to the level info follow up. Potential
contacts won't get lost anymore. The acquisition process will
be activated.
After two weeks, all tickets you didn't receive any response on
are classified automatically into the follow-up mailing level
because you can define a maximum and minimum waiting
period.
By defining another maximum waiting period, customers who
didn't respond are classified into a final category: not
interested. In the sense of an Information-Lifecycle-
Management, the generated tickets can be deleted
automatically after x days.
Still, the address data remains with the information that the
customer didn't respond to the offered product. This helps to
prevent the data base from getting unnecessarily big.
The statistic shows how many tickets are currently in which
process step. This helps you to follow the success of your
campaign any time so that you can intervene and control
whenever you like.
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 4
Application scenario: Service / Helpdesk
On the help desk, you receive requests via telephone,
fax or email. For the most part, users will contact you
that have problems with products or services or that are
slightly agitated and are expecting your staff to promptly
solve the problem.
In these situations, AG-V.I.P SQL Workflow-Engine
helps you to provide the required information quickly
and guarantees a structured way of dealing with the
matter.
Unrestrictedly defineable masks help to collect informa-
tion in a structured way after support occurences.
Based on complete contact histories, every staff work-
ing in supports will find out immediately what kind of
similar problems had been solved for your customer so
far.
Every support question automatically contains a unique
ID for the generated trouble ticket.
If too many support questions come in at support level 1, fur-
ther support questions can be passed on to support level 2 by
maximum waiting time. Tickets that have not been worked on
within x hours are directly passed on to second level support.
Naturally, in second level support any further number of es-
caltion can be chosen.
Once a support question has been successfully solved, the
tickets go back to process level questions open. If there are
any further questions or subsequenting problems, the ticket
can be reactivated at any time. After some time, the support
question is passed on into the final stage where it may be
deleted automatically.
The project statistics shows how many support questions are
currently to be processed on which level:
The total duration of processing per ticket is constantly re-
corded so that you can add up bills according to the exact time
you spent on a support question.
Your advantage:
• Structured complaint management safes customer relati-
ons
• Fast and competent consulting turns dissatisfied into satis-
fied customers
• Support questions are not overlooked owing to structured
ways of proceeding incl. escalation
• Answering support questions is speeded up owing to
automatic forwarding of information
• Bills can be added up according to the exact time of pro-
cessing, because the total duration of processing is
constantly recorded
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 5
Application scenario: active telephone marketing
Active telephone marketing means calling your cus-
tomer or potential buyer actively. To make results-
oriented telephone calls, you aim to reach a maximum
number of telephone partners within minimum time.
Power dialer: more dial attempts
You just require a direct dial-in from your PC as offered
by AG-VIP SQL Workflow-Engine via an integrated
power dialer. The power dialer is compatible with all
dialplates that have a standard CTI interface TAPI. In
comparison with manual dialing, you will gain an in-
crease of dial attempt of about 40%. The power dialer
does the complete resubmission management for you.
You just have to put the desired addresses into the
telephone work step. The Workflow-Engine takes on the
job of distributing assigned agents to the selected tick-
ets.
Management of invalid telephone numbers
If a telephone number is missing or incomplete, you
usually have to solve it by hand. Adresses have to be
marked. The new phone number has to be established
and the corrected address has to be added to your
current campaign. To prepare an invoice, you also have
to record the total figure of telephone numbers you
investigated.
The AG-VIP SQL Workflow-Engine automatically takes
on the job of all the effort for you. Whether an address
is linked with the correct phone number will be exam-
ined before dialing. You can define which telephone
number fields are selected according to which priority.
In case no valid number has been found, the Workflow-Engine
relocates the address automatically to the process level vali-
date contact data. If a user can investigate the data, the ticket
is automatically taken back to the current campaign. It is abso-
lutely time-saving.
Integrated resubmission management
In case of a 'busy line' or 'no connection' you can define vari-
ous resubmission rhythms. When the line is busy, it makes
sense to choose a short interval. If nobody answers the phone,
it makes sense to resubmit the address e.g. the next day four
hours later.
Addresses that could not be reached for x times are automati-
cally relocated to a suitable process level. Then, for example
you can send a fax reminder.
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 6
The agent's interface
To make results-oriented calls, AG-VIP SQL provides
all required information to your agents. For this you can
use a tab view or a phone script, which automatically
gives the agent the logical next question or information.
Options such as user interface design, grafics, colours,
field or tab compilation can be chosen according to
taste and creativity.
During a phone call, the agent can make notes such as
what answers did he give to which questions. During
saving, you can make a validity check based on event-
controlled macros.
Increase your data quality
Standard AG-VIP SQL has an automatic zip-code rec-
ognition for Germany at disposal. Additionally, the street
name is checked for cities with more than 50.000 in-
habitants. You are offered street names that sound
similar to correct wrong names. This helps you to work
with correct adresses only.
During data capture, German account details can be
checked either. It saves you unnecessary costs for
debit entries and double calls.
You will increase the quality of your results.
Accelerate follow-ups
Very often, just making a phone call is not enough. You
might have to send follow-up information or to confirm
an appointment. These steps are easy to handle with
the AG-VIP SQL workflow concept. Once an agent has
classified an address, it is automatically forwarded to
the next process level where e.g. MS-Word documents
can be generated automatically and be printed via your
fax software.
Current project overview
The project overview shows all process levels to be
worked on. You can define two different marginal val-
ues per process level. Below the first vlaue, a green
process levels is visible. Once the first limit is reached,
the colour changes into blue . Agents should work
actively on this level. Once the second marginal value
has been reached, the process level colour changes
into red which stands for 'urgent'.
With meter reading, e.g. (503 / 501 / 0), you can see immedi-
ately how many tickets there are on this process level (503),
how many tickets need to be processed (501) and how many
tickets are due appointments (0).
In addition to project statistics, there are special telephony
statistics providing information on:
• Total amount of dial attempts within a period under review
• Number of connected / disconnected telephone calls
• How often has the line been busy or disconnected
• Accumulated net duration of a call
• Average duration of a call
• etc.
You can get these information both on the complete project or
on single agents.
Advantages:
• More productivity by higher dial attempts with integrated
power dialing
• Safe time by automatic resubmission management for
'busy line', 'no connection' or 'not reached for x times'
• Better data quality by data validating your keying-in
• Acceleration by automated follow-up
• Selective campaign control by integrated reporting
AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee
-- aacccceelleerraattee tthhee pprroocceessss!!
Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany
tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de
Seite: 7
Process tranparency leads to effective
selling control
Well-structured selling processes will turn chaotic sales
into transparent processes. Based on the different
process levels, the project statistics will show both team
and individual staff productivity. Sales becomes measu-
rable.
You will gain experience on the relation of new contacts
to generated offers and the proportion of new sales
orders.
This will help you to become active on the right acquisi-
tion level to secure the receipt of orders in future.
While working with the Workflow-Engine of
AG-VIP SQL, the system records working hours auto-
matically. This will provide you information on how
much time has been spent on one process level and
how long it took each individual staff to work on one
process level.
In order to assess their own peformance, these statis-
tics can be given to your staff, too. Each sales clerk will
see the effectiveness of their working hours spent on a
process level.
With AG-VIP SQL, you can generate individual evalua-
tion and reports any time.
How to increase productivity
• The technique is the last step you have to take.
First of all, you have to define a strategy and the
goals you want to reach. Then, you have to define
the processes. The AG-VIP Workflow-Engine will
convert these processes transparently and will pro-
vide a tool for you staff.
• Make the introduction a matter for the manage-
ment. Management commitment is a must when
you want to make organizational, process-oriented
and cultural changes.
• Manage your CRM from scratch. Nowadays, in
sales it is a must to reveal your customer relation-
ships.
• Invest into the quality of your data which are the
base of all sales activities.
• Invest into the new process design of sales and field work.
You can't increase bad sales figures just with the introduc-
tion of a new tool.
Hardware requirements
Client:
• Windows 2000, XP
• At least MS-Internet Explorer 5.5
• MDAC Version 2.7 or higher (Microsoft Database Access
Components)
• For CTI functions: TAPI-compliant dialplate with interactive
voice feature. In the run-up, it is recommendable to work
with a AG-VIP SQL test version or to test via a Windows
phone dialer
Server:
• MS-SQL Server from version 2000 up
For smaller installations MSDE (MS-SQL server desktop
engine) for five transactions used simultaneously and max.
2 Gb database volume.
• Ca. 80 MB available disk space for the programs.
• According to recommendations of Microsoft hardware re-
quirements for MS-SQL Server 2000 and higher
• Network operating system MS-Windows 2000 or higher
Telephone / telephone system use for CTI function:
TAPI interface with minimum function:
• Dial-up
• Status report (busy line, no connection, connected)
• For inbound: handoff phone number caller (caller-ID),
called party (called-ID)
• Ring off
• Optionally: call waiting signal
What would you like to do?
A document can only provide a limited insight into what ser-
vices we really would like to offer. Just give us a call, or, if you
like, just call in. We will analyze your situation and will present
all advantages for your business. This will help you to put pro-
gress into practice:
Company: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Contact: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Street name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Zip code / place: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Phone: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Email: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Just send the fax to +49 (6181) 970166
We will contact you at your earliest convenience.

More Related Content

Viewers also liked

59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
Pro Cajatambo
 
Revista Mundo Contact Septiembre 2014
Revista Mundo Contact Septiembre 2014Revista Mundo Contact Septiembre 2014
Revista Mundo Contact Septiembre 2014
Mundo Contact
 
Gestión PSOE Mérida 2007-2011
Gestión PSOE Mérida 2007-2011Gestión PSOE Mérida 2007-2011
Gestión PSOE Mérida 2007-2011
Psoe Mérida
 
WRPA 60 in 60
WRPA 60 in 60WRPA 60 in 60
WRPA 60 in 60
Justin Cutler
 
PhelpsPolirerK-Resume
PhelpsPolirerK-ResumePhelpsPolirerK-Resume
PhelpsPolirerK-Resume
kophelp
 
Sales and marketing alignment (Marketing Automation Congress 2014)
Sales and marketing alignment (Marketing Automation Congress 2014) Sales and marketing alignment (Marketing Automation Congress 2014)
Sales and marketing alignment (Marketing Automation Congress 2014)
Grzegorz Urban
 
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
AdoMon
 
Ingeinnova clean tech 2013
Ingeinnova clean tech 2013Ingeinnova clean tech 2013
Ingeinnova clean tech 2013
Ingeinnova
 
Google Analytics Avanzado
Google  Analytics  AvanzadoGoogle  Analytics  Avanzado
Google Analytics Avanzado
Juan Pittau
 
Cushuro
CushuroCushuro
Cushuro
luisbad
 
Dirección de actores
Dirección de actoresDirección de actores
Dirección de actores
Borfer
 
Instrumentos de medición de temperatura - Temperature measuring instruments
Instrumentos de medición de temperatura - Temperature measuring instrumentsInstrumentos de medición de temperatura - Temperature measuring instruments
Instrumentos de medición de temperatura - Temperature measuring instruments
Jener Roa Ben Israel
 

Viewers also liked (12)

59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
59032506 modulo-de-capacitacion-transparencia-y-acceso-a-la-informacion-publica
 
Revista Mundo Contact Septiembre 2014
Revista Mundo Contact Septiembre 2014Revista Mundo Contact Septiembre 2014
Revista Mundo Contact Septiembre 2014
 
Gestión PSOE Mérida 2007-2011
Gestión PSOE Mérida 2007-2011Gestión PSOE Mérida 2007-2011
Gestión PSOE Mérida 2007-2011
 
WRPA 60 in 60
WRPA 60 in 60WRPA 60 in 60
WRPA 60 in 60
 
PhelpsPolirerK-Resume
PhelpsPolirerK-ResumePhelpsPolirerK-Resume
PhelpsPolirerK-Resume
 
Sales and marketing alignment (Marketing Automation Congress 2014)
Sales and marketing alignment (Marketing Automation Congress 2014) Sales and marketing alignment (Marketing Automation Congress 2014)
Sales and marketing alignment (Marketing Automation Congress 2014)
 
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
Curso practico twitter adolfo montalvo modulo3 de curso implanta empresa en r...
 
Ingeinnova clean tech 2013
Ingeinnova clean tech 2013Ingeinnova clean tech 2013
Ingeinnova clean tech 2013
 
Google Analytics Avanzado
Google  Analytics  AvanzadoGoogle  Analytics  Avanzado
Google Analytics Avanzado
 
Cushuro
CushuroCushuro
Cushuro
 
Dirección de actores
Dirección de actoresDirección de actores
Dirección de actores
 
Instrumentos de medición de temperatura - Temperature measuring instruments
Instrumentos de medición de temperatura - Temperature measuring instrumentsInstrumentos de medición de temperatura - Temperature measuring instruments
Instrumentos de medición de temperatura - Temperature measuring instruments
 

Similar to Gb Vip Sql Workflow Prospekt

Gb Vip Sql Prospekt
Gb Vip Sql ProspektGb Vip Sql Prospekt
Gb Vip Sql Prospekt
Grutzeck
 
How Incuda builds user journey models with Snowplow
How Incuda builds user journey models with SnowplowHow Incuda builds user journey models with Snowplow
How Incuda builds user journey models with Snowplow
Giuseppe Gaviani
 
Intelligent Automation - The Evolution of Automated Business Processes
Intelligent Automation - The Evolution of Automated Business ProcessesIntelligent Automation - The Evolution of Automated Business Processes
Intelligent Automation - The Evolution of Automated Business Processes
Swiss Post Solutions
 
JFS 2021 - The Process Automation Map
JFS 2021 - The Process Automation MapJFS 2021 - The Process Automation Map
JFS 2021 - The Process Automation Map
Bernd Ruecker
 
Genisys_Group_Managed_Print_Factsheet
Genisys_Group_Managed_Print_FactsheetGenisys_Group_Managed_Print_Factsheet
Genisys_Group_Managed_Print_Factsheet
Jordan Hussein
 
In Style Erp Modules
In Style Erp ModulesIn Style Erp Modules
In Style Erp Modules
In-Style Software Inc.
 
Infor High Tech
Infor High TechInfor High Tech
Infor High Tech
Kevin Green
 
On demand or on premise
On demand or on premiseOn demand or on premise
On demand or on premise
Pankaj Pandey
 
Efficient Digital Signage With Queue Management System
Efficient Digital Signage With Queue Management SystemEfficient Digital Signage With Queue Management System
Efficient Digital Signage With Queue Management System
ONLINET Group
 
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
Heroes of CRM Conference
 
LamasaTech Resource - Improve Your Processes
LamasaTech Resource - Improve Your ProcessesLamasaTech Resource - Improve Your Processes
LamasaTech Resource - Improve Your Processes
LamasaTech
 
Five-Reasons-for-IoT
Five-Reasons-for-IoTFive-Reasons-for-IoT
Five-Reasons-for-IoT
Stefan Pfeffer
 
Stream me to the Cloud (and back) with Confluent & MongoDB
Stream me to the Cloud (and back) with Confluent & MongoDBStream me to the Cloud (and back) with Confluent & MongoDB
Stream me to the Cloud (and back) with Confluent & MongoDB
confluent
 
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
Neo4j
 
First steps to approach Omni-Channel
First steps to approach Omni-ChannelFirst steps to approach Omni-Channel
First steps to approach Omni-Channel
Alexandra Kartashova
 
Shraddha Sharma
Shraddha SharmaShraddha Sharma
Shraddha Sharma
Shraddha Sharma
 
Pr newsletter 201301
Pr newsletter 201301Pr newsletter 201301
Pr newsletter 201301
Dirk Ortloff
 
Proc mate for manufacturing
Proc mate for manufacturingProc mate for manufacturing
Proc mate for manufacturing
Compusoft
 
Impact of covid 19 on small business total survival guide
Impact of covid 19 on small business total survival guideImpact of covid 19 on small business total survival guide
Impact of covid 19 on small business total survival guide
soffront marketing
 
microsoft-dynamics-365-for-operations-factsheet
microsoft-dynamics-365-for-operations-factsheetmicrosoft-dynamics-365-for-operations-factsheet
microsoft-dynamics-365-for-operations-factsheet
Deneys Minne
 

Similar to Gb Vip Sql Workflow Prospekt (20)

Gb Vip Sql Prospekt
Gb Vip Sql ProspektGb Vip Sql Prospekt
Gb Vip Sql Prospekt
 
How Incuda builds user journey models with Snowplow
How Incuda builds user journey models with SnowplowHow Incuda builds user journey models with Snowplow
How Incuda builds user journey models with Snowplow
 
Intelligent Automation - The Evolution of Automated Business Processes
Intelligent Automation - The Evolution of Automated Business ProcessesIntelligent Automation - The Evolution of Automated Business Processes
Intelligent Automation - The Evolution of Automated Business Processes
 
JFS 2021 - The Process Automation Map
JFS 2021 - The Process Automation MapJFS 2021 - The Process Automation Map
JFS 2021 - The Process Automation Map
 
Genisys_Group_Managed_Print_Factsheet
Genisys_Group_Managed_Print_FactsheetGenisys_Group_Managed_Print_Factsheet
Genisys_Group_Managed_Print_Factsheet
 
In Style Erp Modules
In Style Erp ModulesIn Style Erp Modules
In Style Erp Modules
 
Infor High Tech
Infor High TechInfor High Tech
Infor High Tech
 
On demand or on premise
On demand or on premiseOn demand or on premise
On demand or on premise
 
Efficient Digital Signage With Queue Management System
Efficient Digital Signage With Queue Management SystemEfficient Digital Signage With Queue Management System
Efficient Digital Signage With Queue Management System
 
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
Felix Schirl & Tom Kussmaul – Telefónica’s Evolution From CRM to a 360 View o...
 
LamasaTech Resource - Improve Your Processes
LamasaTech Resource - Improve Your ProcessesLamasaTech Resource - Improve Your Processes
LamasaTech Resource - Improve Your Processes
 
Five-Reasons-for-IoT
Five-Reasons-for-IoTFive-Reasons-for-IoT
Five-Reasons-for-IoT
 
Stream me to the Cloud (and back) with Confluent & MongoDB
Stream me to the Cloud (and back) with Confluent & MongoDBStream me to the Cloud (and back) with Confluent & MongoDB
Stream me to the Cloud (and back) with Confluent & MongoDB
 
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
EY + Neo4j: Why graph technology makes sense for fraud detection and customer...
 
First steps to approach Omni-Channel
First steps to approach Omni-ChannelFirst steps to approach Omni-Channel
First steps to approach Omni-Channel
 
Shraddha Sharma
Shraddha SharmaShraddha Sharma
Shraddha Sharma
 
Pr newsletter 201301
Pr newsletter 201301Pr newsletter 201301
Pr newsletter 201301
 
Proc mate for manufacturing
Proc mate for manufacturingProc mate for manufacturing
Proc mate for manufacturing
 
Impact of covid 19 on small business total survival guide
Impact of covid 19 on small business total survival guideImpact of covid 19 on small business total survival guide
Impact of covid 19 on small business total survival guide
 
microsoft-dynamics-365-for-operations-factsheet
microsoft-dynamics-365-for-operations-factsheetmicrosoft-dynamics-365-for-operations-factsheet
microsoft-dynamics-365-for-operations-factsheet
 

Recently uploaded

Digital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on SustainabilityDigital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on Sustainability
sssourabhsharma
 
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationInnovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Operational Excellence Consulting
 
Easily Verify Compliance and Security with Binance KYC
Easily Verify Compliance and Security with Binance KYCEasily Verify Compliance and Security with Binance KYC
Easily Verify Compliance and Security with Binance KYC
Any kyc Account
 
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfThe 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
thesiliconleaders
 
Top mailing list providers in the USA.pptx
Top mailing list providers in the USA.pptxTop mailing list providers in the USA.pptx
Top mailing list providers in the USA.pptx
JeremyPeirce1
 
Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024
Adnet Communications
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
CLIVE MINCHIN
 
Digital Transformation Frameworks: Driving Digital Excellence
Digital Transformation Frameworks: Driving Digital ExcellenceDigital Transformation Frameworks: Driving Digital Excellence
Digital Transformation Frameworks: Driving Digital Excellence
Operational Excellence Consulting
 
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
taqyea
 
Creative Web Design Company in Singapore
Creative Web Design Company in SingaporeCreative Web Design Company in Singapore
Creative Web Design Company in Singapore
techboxsqauremedia
 
How to Implement a Real Estate CRM Software
How to Implement a Real Estate CRM SoftwareHow to Implement a Real Estate CRM Software
How to Implement a Real Estate CRM Software
SalesTown
 
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
Neil Horowitz
 
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesEvent Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Holger Mueller
 
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your TasteZodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
my Pandit
 
2022 Vintage Roman Numerals Men Rings
2022 Vintage Roman  Numerals  Men  Rings2022 Vintage Roman  Numerals  Men  Rings
2022 Vintage Roman Numerals Men Rings
aragme
 
Best Competitive Marble Pricing in Dubai - ☎ 9928909666
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Best Competitive Marble Pricing in Dubai - ☎ 9928909666
Best Competitive Marble Pricing in Dubai - ☎ 9928909666
Stone Art Hub
 
Understanding User Needs and Satisfying Them
Understanding User Needs and Satisfying ThemUnderstanding User Needs and Satisfying Them
Understanding User Needs and Satisfying Them
Aggregage
 
The latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from NewentideThe latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from Newentide
JoeYangGreatMachiner
 
The Genesis of BriansClub.cm Famous Dark WEb Platform
The Genesis of BriansClub.cm Famous Dark WEb PlatformThe Genesis of BriansClub.cm Famous Dark WEb Platform
The Genesis of BriansClub.cm Famous Dark WEb Platform
SabaaSudozai
 
How MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdfHow MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdf
MJ Global
 

Recently uploaded (20)

Digital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on SustainabilityDigital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on Sustainability
 
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationInnovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & Innovation
 
Easily Verify Compliance and Security with Binance KYC
Easily Verify Compliance and Security with Binance KYCEasily Verify Compliance and Security with Binance KYC
Easily Verify Compliance and Security with Binance KYC
 
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfThe 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdf
 
Top mailing list providers in the USA.pptx
Top mailing list providers in the USA.pptxTop mailing list providers in the USA.pptx
Top mailing list providers in the USA.pptx
 
Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
 
Digital Transformation Frameworks: Driving Digital Excellence
Digital Transformation Frameworks: Driving Digital ExcellenceDigital Transformation Frameworks: Driving Digital Excellence
Digital Transformation Frameworks: Driving Digital Excellence
 
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
 
Creative Web Design Company in Singapore
Creative Web Design Company in SingaporeCreative Web Design Company in Singapore
Creative Web Design Company in Singapore
 
How to Implement a Real Estate CRM Software
How to Implement a Real Estate CRM SoftwareHow to Implement a Real Estate CRM Software
How to Implement a Real Estate CRM Software
 
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...
 
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesEvent Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
 
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your TasteZodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
 
2022 Vintage Roman Numerals Men Rings
2022 Vintage Roman  Numerals  Men  Rings2022 Vintage Roman  Numerals  Men  Rings
2022 Vintage Roman Numerals Men Rings
 
Best Competitive Marble Pricing in Dubai - ☎ 9928909666
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Best Competitive Marble Pricing in Dubai - ☎ 9928909666
Best Competitive Marble Pricing in Dubai - ☎ 9928909666
 
Understanding User Needs and Satisfying Them
Understanding User Needs and Satisfying ThemUnderstanding User Needs and Satisfying Them
Understanding User Needs and Satisfying Them
 
The latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from NewentideThe latest Heat Pump Manual from Newentide
The latest Heat Pump Manual from Newentide
 
The Genesis of BriansClub.cm Famous Dark WEb Platform
The Genesis of BriansClub.cm Famous Dark WEb PlatformThe Genesis of BriansClub.cm Famous Dark WEb Platform
The Genesis of BriansClub.cm Famous Dark WEb Platform
 
How MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdfHow MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdf
 

Gb Vip Sql Workflow Prospekt

  • 1. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 1 Content: • Content: ................................................................ 1 • Concept overview of AG-VIP SQL Workflow:........ 1 • Application scenario: customer care of long- standing customers............................................... 2 • Application scenario: acquisition of new customers .............................................................................. 3 • Application scenario: Service / Helpdesk .............. 4 • Application scenario: active telephone marketing . 5 • Process tranparency leads to effective selling control ................................................................... 7 • How to increase productivity ................................. 7 • Hardware requirements......................................... 7 • What would you like to do? ................................... 7 Concept overview of AG-VIP SQL Workflow: Very often, sales is seen as a 'blackbox' where you act from your gutfeeling which might be acceptable for some sales pros. But for the majority of your marketing and sales staff, it will be necessary to define and struc- ture sales processes. Processes are defined as target-oriented sequence of working steps. Consequently, fields such as sales, marketing or service can be devided into processes where AG-VIP SQL workflow engines are depicted. The advantages of a process-oriented view are obvi- ous: • Cost reductions by automated processing • Standardazition of work routines guarantees stable quality • Clear structure enables you to measure and plan your results, e.g. success quota or length of a process • Based on processes, sales targets can be clearly defined • Recognition of staff deficiencies and consequently selecti- ve use of further training measure • Process acceleration by automated information forward- ing. Information is not a debt lying in prender, but is at your disposal, e.g. for callcenter agents Consequently, there is an increase in productivity in any kind of sales effort activity. At first, processes have to be structured clearly. The AG-VIP SQL workflow engine provides the technology to manage processes and to make it available to the user. If you compare sales with a production process, input (=resources) and the desired output (=targets) are obvious. Very often, effects remain diffuse though. Transparancy can be achieved by defined sales processes. The only aspect that will remain unknown is market-building. When you transfer a process-oriented mentality to production processes in sales, it might help you to define campaign se- quences. Much higher response rates can be gained in event- oriented processes when marketing causes a customer's reac- tion. A customer's reaction, e.g. via your website, causes a pre-defined workflow for potential customers. The Direct Media Marketing GmbH (DMM) in Langen, Ger- many is one of Germany's market leaders in joint advertising. DMM trusts AG-VIP SQL. Holger Weishaupt, Managing Director DMM: 'Flexibility and adaptability to your own needs have been the decisive factor. With the help of the optional Workflow-Engine, we managed to streamline and to structure our sales proc- esses. Consequently, contacts never get lost. All (potential) customers are being looked after with constant quality. Wheat can be separated from the chaff quite easily in order to firm up a deal. We use our sales capacities effectively. Our staff really enjoys it. Now, they have a clear head to enter into a dialogue with our customers. I pay my highest compliment. It is a con- sistent concept.'
  • 2. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 2 Application scenario: customer care of long-standing customers Sales to long-standing customers has the advantage that you already have a personal connection to your customer. Strategically, there are several options to extend sales to a long-standing customers such as: • Cross selling or introducing a new product • Increase of quantity delivered • Increase of utilization frequency of your products The last two aspects mentioned above apply to one particular customer's regular acceptance of services rendered. Actually - do you thoroughly go into your long-standing customers potential? With strategically oriented processes, you can safekeep constant contacts with your long-standing customers. The telephone is perfectly suitable e.g. to contact your customer regularly. In particular with B- and C- customers, this method is cost-saving in comparison to an appointment outside your office. Here, AG-VIP SQL Workflow-Engine directly offers the process level telephone. You can dial via CTI in the power dialing mode. Customers that were not available automatically appear in resubmission. Your staff will only deal with phone calls that have been connected successfully (cf. further detail in application scenario: active telephone marketing). After each phone call, your staff will assess and classify it for the next working process. The classification demand - generate an offer automatically leads the ticket into the phase of making an offer. Here, both the follow-up and the receipt of order control are ensured. Contacts cannot get lost. After a classification into Everything all right - no definite de- mand a phonecall in connection with long-standing customer care is activated automatically after x months. In this way, you regularly speak to every customer for certain. With the selection of service inquiry - problem to be solved additional processes can be activated, e.g. a service process. The problem can be dealt with straight away by forwarding it automatically to the right place. What will you gain? • Constant customer care and making full use of demand situations • Focus on available potential • Speeding up your procceses by automated forwarding of information • Automated contact documentation in the history • No customer contact will get lost • Clear assigning of duties: Who is in charge of which proc- ess level
  • 3. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 3 Application scenario: acquisition of new customers Due to the UWG (unfair competition law), cold callings as well as emails and faxes without a customer's per- mission are possible only partialy. Therefore, the follo- wing scenario will be devided into two mailing cam- paigns. The target group has been pre-defined with the help of AG-VIP SQL's flexible selection options. The address list is postage optimized for dispatch of info letters within Germany. Postally incomplete ad- dresses are excluded automatically so that only com- plete addresses are selected. AG-VIP SQL offers you a complete control data file for standard letters with MS-Word. As soon as a customers responds, your staff will find the address on the basis of any criterion at will by a simple double click on the ticket. The ticket will open automatically on the level info dispatch. At the push of a button, pre-defined documents can be generated, e.g. in MS-Word. For a follow-up call, the ticket is automatically classified to the level info follow up. Potential contacts won't get lost anymore. The acquisition process will be activated. After two weeks, all tickets you didn't receive any response on are classified automatically into the follow-up mailing level because you can define a maximum and minimum waiting period. By defining another maximum waiting period, customers who didn't respond are classified into a final category: not interested. In the sense of an Information-Lifecycle- Management, the generated tickets can be deleted automatically after x days. Still, the address data remains with the information that the customer didn't respond to the offered product. This helps to prevent the data base from getting unnecessarily big. The statistic shows how many tickets are currently in which process step. This helps you to follow the success of your campaign any time so that you can intervene and control whenever you like.
  • 4. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 4 Application scenario: Service / Helpdesk On the help desk, you receive requests via telephone, fax or email. For the most part, users will contact you that have problems with products or services or that are slightly agitated and are expecting your staff to promptly solve the problem. In these situations, AG-V.I.P SQL Workflow-Engine helps you to provide the required information quickly and guarantees a structured way of dealing with the matter. Unrestrictedly defineable masks help to collect informa- tion in a structured way after support occurences. Based on complete contact histories, every staff work- ing in supports will find out immediately what kind of similar problems had been solved for your customer so far. Every support question automatically contains a unique ID for the generated trouble ticket. If too many support questions come in at support level 1, fur- ther support questions can be passed on to support level 2 by maximum waiting time. Tickets that have not been worked on within x hours are directly passed on to second level support. Naturally, in second level support any further number of es- caltion can be chosen. Once a support question has been successfully solved, the tickets go back to process level questions open. If there are any further questions or subsequenting problems, the ticket can be reactivated at any time. After some time, the support question is passed on into the final stage where it may be deleted automatically. The project statistics shows how many support questions are currently to be processed on which level: The total duration of processing per ticket is constantly re- corded so that you can add up bills according to the exact time you spent on a support question. Your advantage: • Structured complaint management safes customer relati- ons • Fast and competent consulting turns dissatisfied into satis- fied customers • Support questions are not overlooked owing to structured ways of proceeding incl. escalation • Answering support questions is speeded up owing to automatic forwarding of information • Bills can be added up according to the exact time of pro- cessing, because the total duration of processing is constantly recorded
  • 5. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 5 Application scenario: active telephone marketing Active telephone marketing means calling your cus- tomer or potential buyer actively. To make results- oriented telephone calls, you aim to reach a maximum number of telephone partners within minimum time. Power dialer: more dial attempts You just require a direct dial-in from your PC as offered by AG-VIP SQL Workflow-Engine via an integrated power dialer. The power dialer is compatible with all dialplates that have a standard CTI interface TAPI. In comparison with manual dialing, you will gain an in- crease of dial attempt of about 40%. The power dialer does the complete resubmission management for you. You just have to put the desired addresses into the telephone work step. The Workflow-Engine takes on the job of distributing assigned agents to the selected tick- ets. Management of invalid telephone numbers If a telephone number is missing or incomplete, you usually have to solve it by hand. Adresses have to be marked. The new phone number has to be established and the corrected address has to be added to your current campaign. To prepare an invoice, you also have to record the total figure of telephone numbers you investigated. The AG-VIP SQL Workflow-Engine automatically takes on the job of all the effort for you. Whether an address is linked with the correct phone number will be exam- ined before dialing. You can define which telephone number fields are selected according to which priority. In case no valid number has been found, the Workflow-Engine relocates the address automatically to the process level vali- date contact data. If a user can investigate the data, the ticket is automatically taken back to the current campaign. It is abso- lutely time-saving. Integrated resubmission management In case of a 'busy line' or 'no connection' you can define vari- ous resubmission rhythms. When the line is busy, it makes sense to choose a short interval. If nobody answers the phone, it makes sense to resubmit the address e.g. the next day four hours later. Addresses that could not be reached for x times are automati- cally relocated to a suitable process level. Then, for example you can send a fax reminder.
  • 6. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 6 The agent's interface To make results-oriented calls, AG-VIP SQL provides all required information to your agents. For this you can use a tab view or a phone script, which automatically gives the agent the logical next question or information. Options such as user interface design, grafics, colours, field or tab compilation can be chosen according to taste and creativity. During a phone call, the agent can make notes such as what answers did he give to which questions. During saving, you can make a validity check based on event- controlled macros. Increase your data quality Standard AG-VIP SQL has an automatic zip-code rec- ognition for Germany at disposal. Additionally, the street name is checked for cities with more than 50.000 in- habitants. You are offered street names that sound similar to correct wrong names. This helps you to work with correct adresses only. During data capture, German account details can be checked either. It saves you unnecessary costs for debit entries and double calls. You will increase the quality of your results. Accelerate follow-ups Very often, just making a phone call is not enough. You might have to send follow-up information or to confirm an appointment. These steps are easy to handle with the AG-VIP SQL workflow concept. Once an agent has classified an address, it is automatically forwarded to the next process level where e.g. MS-Word documents can be generated automatically and be printed via your fax software. Current project overview The project overview shows all process levels to be worked on. You can define two different marginal val- ues per process level. Below the first vlaue, a green process levels is visible. Once the first limit is reached, the colour changes into blue . Agents should work actively on this level. Once the second marginal value has been reached, the process level colour changes into red which stands for 'urgent'. With meter reading, e.g. (503 / 501 / 0), you can see immedi- ately how many tickets there are on this process level (503), how many tickets need to be processed (501) and how many tickets are due appointments (0). In addition to project statistics, there are special telephony statistics providing information on: • Total amount of dial attempts within a period under review • Number of connected / disconnected telephone calls • How often has the line been busy or disconnected • Accumulated net duration of a call • Average duration of a call • etc. You can get these information both on the complete project or on single agents. Advantages: • More productivity by higher dial attempts with integrated power dialing • Safe time by automatic resubmission management for 'busy line', 'no connection' or 'not reached for x times' • Better data quality by data validating your keying-in • Acceleration by automated follow-up • Selective campaign control by integrated reporting
  • 7. AAGG--VVIIPP SSQQLL WWoorrkkffllooww--EEnnggiinnee -- aacccceelleerraattee tthhee pprroocceessss!! Grutzeck-Software GmbH, Hessen-Homburg-Platz 1, 63452 Hanau, Germany tel.: +49 (6181) 9701-0, fax: +49 (6181) 970166, mail: info@grutzeck.de, web: www.grutzeck.de Seite: 7 Process tranparency leads to effective selling control Well-structured selling processes will turn chaotic sales into transparent processes. Based on the different process levels, the project statistics will show both team and individual staff productivity. Sales becomes measu- rable. You will gain experience on the relation of new contacts to generated offers and the proportion of new sales orders. This will help you to become active on the right acquisi- tion level to secure the receipt of orders in future. While working with the Workflow-Engine of AG-VIP SQL, the system records working hours auto- matically. This will provide you information on how much time has been spent on one process level and how long it took each individual staff to work on one process level. In order to assess their own peformance, these statis- tics can be given to your staff, too. Each sales clerk will see the effectiveness of their working hours spent on a process level. With AG-VIP SQL, you can generate individual evalua- tion and reports any time. How to increase productivity • The technique is the last step you have to take. First of all, you have to define a strategy and the goals you want to reach. Then, you have to define the processes. The AG-VIP Workflow-Engine will convert these processes transparently and will pro- vide a tool for you staff. • Make the introduction a matter for the manage- ment. Management commitment is a must when you want to make organizational, process-oriented and cultural changes. • Manage your CRM from scratch. Nowadays, in sales it is a must to reveal your customer relation- ships. • Invest into the quality of your data which are the base of all sales activities. • Invest into the new process design of sales and field work. You can't increase bad sales figures just with the introduc- tion of a new tool. Hardware requirements Client: • Windows 2000, XP • At least MS-Internet Explorer 5.5 • MDAC Version 2.7 or higher (Microsoft Database Access Components) • For CTI functions: TAPI-compliant dialplate with interactive voice feature. In the run-up, it is recommendable to work with a AG-VIP SQL test version or to test via a Windows phone dialer Server: • MS-SQL Server from version 2000 up For smaller installations MSDE (MS-SQL server desktop engine) for five transactions used simultaneously and max. 2 Gb database volume. • Ca. 80 MB available disk space for the programs. • According to recommendations of Microsoft hardware re- quirements for MS-SQL Server 2000 and higher • Network operating system MS-Windows 2000 or higher Telephone / telephone system use for CTI function: TAPI interface with minimum function: • Dial-up • Status report (busy line, no connection, connected) • For inbound: handoff phone number caller (caller-ID), called party (called-ID) • Ring off • Optionally: call waiting signal What would you like to do? A document can only provide a limited insight into what ser- vices we really would like to offer. Just give us a call, or, if you like, just call in. We will analyze your situation and will present all advantages for your business. This will help you to put pro- gress into practice: Company: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Contact: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Street name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Zip code / place: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Phone: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Email: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Just send the fax to +49 (6181) 970166 We will contact you at your earliest convenience.