Wizard Systems

Seamlessly Adjust Sales Territory Alignments in GoldMine - Event 14/6

Is your sales force battling inefficient territory setups due to organisational changes or growth? With GoldMine's powerful Territory Realignment tool, you can rapidly re-map your sales territories with just a few clicks whenever regions need reshuffling or new sales hires come aboard.

Join us on 14th June at 2pm for a live online event, walking you through the feature.  Register here

The Pain of Static Territory Alignments
Traditionally, realigning sales territories has been an enormously tedious administrative burden when things change, such as:

• Expanding into new geographic markets
• Restructuring sales verticals or product lines
• Onboarding new sales representatives

Without an easy way to reassign accounts, leads, and opportunities, your customer relationships and revenue prospects can suffer. Reps get overloaded in some areas while others are underutilised. Idle reps miss opportunities while stretched teammates provide sub-par customer service.

The Territory Realignment Advantage
GoldMine's Territory Realignment tool eliminates this territory management headache. With flexible rules for setting the alignment criteria, you can instantly redraw territory boundaries and re-distribute data based on factors like:

• Geographic regions or travel radius
• Product line or service offerings
• Account type, size, or industry
• Sales revenue potential
• Existing customer relationships

With a few simple clicks, GoldMine automatically reassigns all relevant records to the properly aligned reps according to your specified rules. No more manual data entry drudgery!

Streamlined Territory Transitions
Whether you've hired several new sales team members, expanded into different regions, or restructured your sales organisation, GoldMine's Territory Realignment tool allows you to proactively re-balance workloads with ease. Simply set up your new territory definitions, run a what-if analysis to preview the changes, then commit the realignment.

All impacted accounts, leads, opportunities, and customer details instantly reassign to the correct reps based on your own alignment criteria and business rules. New sales hires automatically receive their pre-defined book of business while veteran reps get rebalanced for optimal coverage and efficiency.

Don't let operational changes and growth pains disrupt your sales productivity. Keep your teams selling with seamless territory realignments using GoldMine's must-have tool. Optimise your sales resources today!

Sending out automatic surveys and how to gauge Customer Satisfaction

Staying in touch with customers is a difficult task for those charged with delivering customer service, and it's not always easy on a busy help desk to get feedback on how your customers perceive you are performing.  The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes.  This helps lead to happier and more productive customers – and can even reduce the overall cost of service delivery.

HEAT Survey is a web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise – helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.  Surveys are sent automatically by the HEAT system.

Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the service team to analyse issues and implement improvements moving forward. The HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis. 

HEAT also comes with a number of reports to allow the manager to get an overview of those survey by User, Customer or even type of call.

For more information on how HEAT can transform your customer service or if you're already a HEAT user and want to know how to use the Survey Module, contact Wizard Systems.

 

How to manage your Service Level Agreements and keep your customers happy!

Service level Agreements are common practice in many service operations now, as a contracted agreement between you and your customer on an expected level of service, response or fix to a problem.

It's therefore critical to ensure any system you use for tracking customer service complies with this and is able to automatically track your SLAs and manage potential up and coming breaches of SLAs, so you are able to respond to the customer and escalate the issue as necessary within your organisation.

HEAT's Business Process Automation module from Wizard Systems, allows help desks and customer service centres to create Business Rules that are then monitored by the system 24 x 7.

Rules could be created relating to the customer (e.g. all calls from this type of customer must be responded to within 2 working hours) or an asset your company is supporting at the customer site (e.g. Any fault with the Customer's Packing Machine must be fixed within 4 working hours).

Escalated Calls can be updated automatically (maybe their priority changes for example) and automated emails can be sent to other users where you need to get a more experienced colleague involved.

HEAT also has a concept of 'hours of operation' - so if you work 9 til 5.30 for example, a call being logged at 4.30 pm one day will not breach it's 2 hour SLA until the following day at 10am.

For more information on how HEAT can manage your SLAs with your customers to ensure you keep within your customer contracts, contact Wizard Systems on 01454 316800.

Remember, a speedy response and an effective solution are characteristics customers value most in a support relationship.

 
 

Business Rules in HEAT help desk software makes service more efficient

HEAT, the leading Help Desk application for over 20 years, has a great tool called Business Rules (or the Business Process Automation Module) for automating and escalating different aspects of your Help Desk . This module allows you to automate the process of monitoring and resolving
important events and time-sensitive activities.  As a result, efficiency is improved and issues
are resolved in a professional and timely manner.

Examples of Business Rules can be:

• Notifying Customers by email when a service call is created or completed.  The Email can also be automatically populated with the details of the call
• Notifying a manager or HEAT User of a call that has remained unchanged for a certain number of hours
• Handling a service call or customer where a call is about to breach it’s SLA (Service level Agreement)

The bottom line is you do more with less when processes are automated:

• Be proactive with automated queue and email monitoring and auto-ticketing
• Reduces TCO with best practices workflow built in and easy configuration for unique processes

If you run a Help Desk and want to get more organised with running your service operation, then talk to Wizard Systems on 01454 316800.

 

Incorporating Social CRM for your business

 

There are two views you should consider when embarking on social CRM for your organization. How will social CRM applications affect your relationship with your customers, and how will customers be affected by your social CRM use (in addition to how it will impact your overall customer service program)?

Let’s first start with how customers will be affected by your social CRM use. If you have not embarked on social aspects for your CRM business, keep it simple. For example, marketing can push new product or services being delivered to the market, or position events via social channels. Sales can leverage social CRM through improved peer / influencer management, as well as, better lead / prospect management through social network information a sales rep can easily acquire across various social channels.

Customer service teams can understand customer sentiments that may affect customer loyalty by listening to the social media networks, and possibly gain an understanding of customer loyalty and satisfaction levels through social surveys. Understanding internal perspectives may be easier than understanding how social channels may affect your customer’s view of your company. In order to understand how customers will be affected by your social use, put yourself in your customer’s shoes.

Think about what information you would want if you were a customer of your brand, as well as, when and how you would want to receive this information. As you grow in social media use you should analyze how, when, and where your customers retrieve social related information and change your social business accordingly. Ask yourself how often you would want to be connected, what type of information you would want to receive and how you would expect to be redirected back to the company (i.e. yourself!). Sometimes social related information can bring up additional questions, so make sure your customers understand where they can obtain further details about the related social CRM information that were provided.

Always keep in mind industry-specific needs as related to the social arena, as this will vastly effect how Social CRM is leveraged around the enterprise. And as mentioned before, don’t forget that analysis of how social CRM is utilized in the organization is needed since it’s an ever changing and constantly moving market space.

Don’t let social CRM scare you with terms and technology (especially since the social media is an ever changing, ever growing, and quite honestly, immature in regards to CRM usage). You may wish to consider social CRM as just another workflow involved in your CRM processes.

What are your thoughts on the impact of social media on your business?

(This is a repost of a Blog written by Jeff Moloughney, Sr. Director of Customer Service Products/CRM at FrontRange Solutions, Inc.)