functional presentation

GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0.(Functional Overview)

GRAPECITY GLOBAL SERVICES


Company Confidential | © 2008 GrapeCity Inc.

GrapeCity Telemarketing Add-On helps in micro-managing telemarketing activities to meet your sales and marketing objectives.

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.

Description



GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 provides the following functionality:

• Track employees who are Telemarketers and Managers• Create telemarketing queues of Leads, Contacts and Accounts• Prioritize calling queues created from lists in your system, • Prompt telemarketers to call the highest priority prospects first• Create orders and opportunities, qualify leads, schedule

meetings and follow-up calls.• Telemarketing queue creation based on time zone.• Telemarketer allocation based on time zone• Reporting Dashboard for Managers

Functionality



Make scripted calls to sales prospects. Create flexible branching scripts to guide

telemarketers in their calls. Attach sales scripts to marketing projects so

that all of your marketing activities are integrated

Analyze the efficiency of

• Telemarketers• Sales scripts, and • Marketing activities

Functionality [continued...]



Telemarketing Add-On entities:

• Telemarketing Prospect• Telemarketing Project• Telemarketing Queue• Telemarketing Team• Telemarketer• Sales Script

Telemarketing Workspace



• Telemarketer entity records and tracks telemarketing service representatives and managers.

• User can view non-archived queues assigned to each telemarketer and their owned prospects.

• Administrator can manage different Teams and its members.

Telemarketer and Telemarketing Team Entities



A Telemarketing project is created for Marketing Campaign

Marketing Manager can plan budget and duration of the Project

Targets can be created by associating different marketing lists

Target customers can be assigned to different Telemarketing Teams

Creation of single queue or multiple queues based on time zones of Prospects

Telemarketing Project Entity



Creating Telemarketing Queues

Select marketing lists [list of contacts] to be called in telemarketing queues

A Queue can be created using one of the 2 ways either as a Single Queue or a Divided queue by Time Zone

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.



Telemarketing Queue Types

Single Queue

Queues divided by Time zone



Telemarketing Queue entity manages calling queue for prospects

Marketing Manager can view load distribution between assigned Telemarketers

Telemarketers can be added/removed from the Queue

Load on Telemarketers can be calculated

Queue Activation/Deactivation for Telemarketers

Telemarketing Queue Entity



Telemarketing Prospect Entity contains all target customers

Scripted call may be made to targets and responses can be stored

Target can be converted to Contact, Account or Opportunity based on score

Call for Prospect can be rescheduled for later time

Call History for Prospect can be viewed

Next prospect would automatically be displayed based on pre-defined rules

Telemarketing Prospect Entity



Placing Call to Prospect prompts user to select the different actions based on response

Proceed with Call: Click to initiate conversation with prospect

Left Message, Reschedule: Telemarketer leaves message for Prospect and reschedules the call.

Voice Mail, No Message Left: Prospect on voicemail so no message left. Prospect comes back in the queue

Line Busy: Prospect’s Phone line is busy. Prospect comes back in the queue.

No Answer: No Answer from prospect. Prospect comes back in the queue

Not in Service: Phone number incorrect or non-existent. Telemarketer can take action to correct contact information

Telemarketing Prospect- Place a Call



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.

The Telemarketer can select different actions from the dialog Screen:

Re-queue Call: Prospect is marked as unprocessed and again included in queue

Reschedule Call: Schedule Call with Prospect for later time

Create Order: Opens Order form to capture Order

Create Opportunity: Opens Opportunity form to create an opportunity.

Convert Lead: Convert the prospect to Account or Opportunity

Schedule Call for Manager: Schedule Call of Prospect with Sales Manager

Schedule Meeting For Manager: Schedule Meeting of Prospect with Sales Manager

Assign To-Do: Create Task activity for Prospect

Telemarketing Prospect – Proceed with Call



Sales scripts guide telemarketing reps during their sales calls

Sales scripts enable telemarketers to schedule or perform activities such as follow-up calls, creates orders and so on.

Sales scripts consist of a number of steps linked together.

Sales script steps, for the most part, consist of a speech, a question, and a number of possible responses or text input.

Different types of steps are associated to a script like single choice answers, multiple selection answers, branches, questions requiring text input.

Sales Scripts Entity



Sales script steps consist of a speech, a question, and a number of possible responses or text input.

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.

Sales Script Steps



A single choice step type is a question that has one possible response.

Next step is determined by the answer given by Prospect.

The answers can be weighted for branching purposes or towards a final score calculation.

Sales Script Step Type – Single Choice



A Multiple Choice step type enables user to capture more than one responses.

Each Response adds up in the final score.

Next Step would be fixed for Multiple Choice Step.

Sales Script Step Text – Multi-Line



Branch step determines the next step to be executed based on the score accumulated in previous steps.

Branch step runs in background on actual execution of Sales Script

Sales Script Step Type - Branch



Text Input Step enables user to store the speech.

Its mainly used to store the greeting text or any information text.

Sales Script Step Type – Text Input



Action Step enables user to perform specific action like Creating note, opportunity, etc.

Success or failure of action determines the next step.

Sales Script Step Type - Action



Test Script enables user to test the defined Sales Script

Single Step form enables user to capture the response of Prospect.

Test Sales Script (Single Choice)



Sales Summary entity enables telemarketer to view responses given by Prospect for each question

It creates a Summary record at the end of call.

Sales Script Summary



In all 14 Reports available in Telemarketing Add-On. Reports available to help Telemarketing managers check

efficiency of telemarketers, queues and analyze the productivity of sales scripts.

Reports to enable telemarketing managers to manage telemarketers and queues, sales scripts, and evaluate strategy for calling.

Reporting



Some Reporting Screenshots



Reporting Dashboard



Thank You

Software doesn’t build relationships. People do.”

functional presentation

Documents

telemarketing queue

telemarketing reps

telemarketing group

grapecity telemarketing

telemarketing queues

telemarketing addon

telemarketing team entities

schedule meeting of