CHARISMA now has the relevant tool.
A lot of time is wasted in telephone customer services when searching for customer and order data. The caller has to wait until the service employee can identify them from their customer number and then the relevant data has to be pulled – only then can the actual advice or sales conversation take place. With Computer Telephone Integration (CTI) this time span can be bridged. As soon as the telephone rings all the information stored in the system regarding the caller is displayed on the screen. The GUS Group has now extended their ERP system with CTI functionality. CHARISMA users can now offer their customers improved telephone services.
It is not only inbound calls that can be controlled using CTI but also outbound calls. The user selects a customer or partner directly from the CHARISMA application. You only have to position the cursor on to a field with a telephone number and then press the icon for outbound calls. It does not matter in which application area the user is working. Computer supported telephone calls functions out of the customer master as well as the supplier master. All fields that contain a telephone number can be clicked so that the call is started automatically.
Inbound Calls: As soon as the telephone connected over CTI rings then the inbound number is passed on to GUSGUI – this then automatically calls the relevant customer data along with order data and order entry. If the telephone number cannot be allocated to a customer, it then automatically branches to a lookup search. The employee can then search and identify the customer by name. A parameter defines in which program the order entry should take place i.e. "standard order entry", "active selling" or "fast customer order entry ".
Outbound Calls:In CHARISMA an inquiry or display is selected which then displays the telephone number of a customer or supplier. The mouse is then placed on the telephone number – this can either be an output or a data entry field. The user then clicks the icon for outbound calls and the dialing is initiated.
Reduced Costs – Simple Installation Computer Telephone Integration with CHARISMA is an inexpensive solution with low installation expense. The only requirements needed are a modern telephone and a PC. To produce the connection between the telephone and the computer an adapter is switched between both machines. Then you only need to install the user interface GUSGUI and the software building block CTI on to your PC.
CTI advantages at a glance
- Time is saved by not having to identify a customer through the customer number or lookup searches.
- Quicker inquiries
- More time for actual sales or advice conversations
- More calls can be taken each day
- Exact statistics regarding call behavior of the customers.
