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

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GrapeCity Telemarketing Add-On for Microsoft
Dynamics CRM 4.0.(Functional Overview)
GRAPECITY GLOBAL SERVICES
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Description

• 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.

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Functionality

• 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

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Functionality continued...

• 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

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Telemarketing Workspace

• Telemarketing Add-On entities
• Telemarketing Prospect
• Telemarketing Project
• Telemarketing Queue
• Telemarketing Team
• Telemarketer
• Sales Script

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Telemarketer and Telemarketing Team Entities

• 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.

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Telemarketing Project Entity

• 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

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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.

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Telemarketing Queue Types
Single Queue
Queues divided by Time zone
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Telemarketing Queue Entity

• 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

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Telemarketing Prospect 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

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Telemarketing Prospect- Place a Call

• 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 Prospects 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

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Telemarketing Prospect Proceed with 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

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Sales Scripts Entity

• 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.

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Sales Script Steps

• 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.

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Sales Script Step Type Single Choice

• 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.

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Sales Script Step Text Multi-Line

• 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.

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Sales Script Step Type - Branch

• 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

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Sales Script Step Type Text Input

• Text Input Step enables user to store the
  speech.
• Its mainly used to store the greeting text or any
  information text.

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Sales Script Step Type - Action

• Action Step enables user to perform specific
  action like Creating note, opportunity, etc.
• Success or failure of action determines the next
  step.

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Test Sales Script (Single Choice)

• Test Script enables user to test the defined
  Sales Script
• Single Step form enables user to capture the
  response of Prospect.

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Sales Script Summary

• Sales Summary entity enables telemarketer to view
  responses given by Prospect for each question
• It creates a Summary record at the end of call.

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Reporting

• 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.

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Some Reporting Screenshots
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Reporting Dashboard
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Thank You
Software doesnt build relationships. People do.