Sophisticated Call Management/CRM Applications
With tech support professionals working from a variety of geographically distributed locations, KP Technologies (www.kptech.com) needed a telecommunications system that would not only offer integrated call management capabilities but could accommodate a proprietary workflow engine designed to guide sales and support representatives through their tasks with customers.
After months of reviewing various voice communications alternatives, KP founder Christian Winter decided on the feature rich Virtual PBX® hosted service which enabled KP to consolidate all of its remote employees and partners under the umbrella of a single toll free 800 number. With the Virtual PBX®, KP support professionals were able to utilize enterprise level PBX features like automatic call distribution, automated attendants, dynamic call routing, follow-me calling, and music on hold along with web or phone-based administration.
While building a nationwide team of technical support experts, Winter simultaneously developed a web based CRM application used in tandem with Virtual PBX’s telephone and messaging system. The combined solution allows any team member to leverage information rapidly and efficiently respond to every customer.
As calls come into the system, customers are prompted to speak their name while their inbound telephone number is detected and saved. Their name and number are then passed to KP representative so customers receive a live personal greeting. Then, call ticket information is quickly filled out and existing customer histories are displayed. Team members view up-to-the-minute details of every call from the people they are connected to. This system keeps customers with complicated issues from having to repeat their story, and allows any team member in any time zone to immediately start solving any customer’s problem.