CUSTOMER TRACKING AND TELEMARKETING
Use Events to track time spent with customers on the phone for support, sales or telemarketing, tracking of special product, appointments and more. The event tracking system can be used with or without the calendar feature in POS/OE 4 (see the calendar page for more information on the calendar).
Event records are multi-purpose and have a number of fields to enter data, pick from choice pop-ups and some fields will auto-populate.
Event records can be linked to a customer record if you are tracking something relating to the customer, a vendor record if you are tracking something for example related to one of your suppliers, or not linked to either in the case of a simple reminder for yourself.
A number of key pieces of information is easily visible from the event record - the customer name, company name, address, time zone, phones, referral, contract date information (to be sure the customer is on a support plan), keywords, and more. This information is useful for example when a sales rep is following up leads, they are informed at-a-glance about important identifying keywords to discuss with the customer, the date the customer first became a prospect, or other key identifiers - some of which are definable by you.
If during the process of a call while entering an event you need to access more information about the customer, there is also the ability to quickly access the customer record, and even quick pop-up screens to view information such as 'other phones' for additional phone numbers of email addresses and sales history (customer purchases) information.
Managers can quickly assign or change groups of events - for example, after a trade show a manager can take a large list of 'leads' (event records) and assign groups of these leads to different users, assign a suggested follow-up date, and even assign other coding information such as priority, type, and more.
Event notes can be time, date, or user identifier stamped - for example, a support or sales event can be repeatedly edited and updated with a new time stamp for each call or contact with appropriate notes made. This allows an employee to quickly view the history of a particular sales prospect or support issue in one place.
Pre-defined notes can be inserted - for example, if you have a standard telemarketing list of prompts.
Reports can be generated from events for call sheets, sales or support status reports, summary schedule and more.
You can customize your own codes and define pop-up choices that you can use to categorize, prioritize and define your events. For example, you can define a pop-up choice that can be used to define the event type: "Sales", "Support", "Reminder", etc. These codes can be searched, sorted, and reported.
Events can even be used to track 'controlled' products. Each time a 'controlled' product is sold, one or more events can be generated automatically. These events can later be used for followup, tracking or reporting.
There are several pages to our customer screens, all easily accessible via the tabs across the top, or using the next/previous arrows at the bottom. These pages may contain additional information or functions if you choose to take advantage of them.
To learn more, click the links on the left to browse our site and view addtional screen shots and information.