We Are Living CRM Philosophy

We are Living CRM Philosophy www.inskysolutions.com www.inskysolutions.com ContactInSky Instead of expensive and complicated software, central place where users can get the informa- InSky Solutions has developed a very simple tion on related activities, but also perform some but rich business solution based on trusted and of the activities required. Some of the business accepted Microsoft products: Microsoft Dynam- benefits resulting from implementation: tomers are informed of the possibility to upgrade ever, to share their bad experiences with new, immediately – it was designed holistically and potential users. Until now, an insufficient number ics 365, SkypeforBusiness, Office 365, ASP.NET, • Improving and providing consistent quality implemented in parts. of CRM providers were focused on smaller organ- HTML, Bing maps, Power BI, Team Foundation information to users Server, Exchange, Edge and SharePoint. The system offers a wide range of security isations, partially due to the complexity of the • Enabled communication with the persons implementation, which is almost equal to that of The ContactInSky solution is unique and modelling features, and it is important to choose that are best addressed in a specific area a medium-sized company, and due to the prices, innovative, and does not require separate phone the most appropriate approach to implementing • Improved productivity, better access and which were too high for smaller companies. infrastructure such as telephone switchboards a solution. Each feature offers a combination of better records Nowadays, the option of acquiring software as a or PBX infrastructure networks; Internet access characteristics that provide a balance between service, e.g. a cloud solution, led to larger price is the only requirement. In addition, it is: simple • First call resolution increased granularity of access control, administrative ease, decreases and made this service provision model and user-friendly, customizable by power • High take-up of channel-shift and self-ser- and impact on scalability. Understanding the un- a very efficient way of using CRM solutions. users, all communication channels are included vice. derlying mechanisms supporting each security In order for a company to be able to compete on (phone, e-mail, Viber, SMS, social…), it provides modelling feature can be useful when selecting The ContactInSky solution is entirely based on the market, it requires an application that man- simple monitoring, reporting and statistics, it is a the best approach to addressing a challenge, Microsoft technologies and it functions as an ages customer relations in terms of a call centre predictive and analytical tool for upsell and cross especially when planning to develop a large-vol- upgrade to existing products. Apart from the being the first step in this process, and that also sell like the next best action, easily integrated ume system. user interface that enables the agents to operate incorporates all the channels used by the end with other legacy systems, etc. Accessing one or more e-mail messages from it in a simple and fast manner, the application user to communicate with the company. Con- The ContactInSky solution is a platform for consists of the server portion, which contains the predefined queues that best reflect a specific tactInSky and the CRM it contains is the central customer support, sales activities, debt collection logic of incoming and outgoing calls, and the su- agent’s level of expertise, user recognition based application without which a company’s business and marketing campaigns. Skype for business pervisor interface, which controls and monitors on their e-mail address, or based on their entire will not be customer-oriented, but self-oriented, and Microsoft Dynamics 365 integration enable the operation of all agents. Apart from phone communication history, be it per phone, e-mail which results in, among other things, reduced easy and fast user request processing. Recog- calls, the ContactInSky system integrates other or via any other communication channels, all efficiency, dissatisfaction and a limited profit. nition of incoming calls and callers accelerate communication channels and monitors inte- increase the satisfaction level of both users and The main functionalities are: agents’ work in the customer service. The “click grally all the activities through various channels. employees, while also reducing the time needed • Omnichannel: Phone, Email, Web chat, to dial” functionality for outgoing calls enables It also has a complex system of analytics and to receive a response or to send a query. Facebook, SMS, Viber, Skype ... users to work in only one application. Based reporting, with all needed reports for specific Large companies, with their capacities, i.e. their • Automatic recognition of the caller by on this integration, e-mail management, social industry already created and the possibility for vision and potential, are pioneers and forerun- phone number or e-mail address engagement and incoming/outgoing calls users to create their own reports. ners in accepting CRM solutions and they wish automation, all activities are saved into the CRM, All on the same platform, it is used for various to keep up with the demands of the potentially • Automatic call forwarding based on de- which enables easy and detailed reporting from purposes and enables a complete phase-by- increasing number of dissatisfied users who are fined algorithms the CRM system. phase approach. Most importantly, from the very only a click away from switching to the main • Possibility of e-mail segmentation accord- The ContactInSky contact centre is designed as a beginning, i.e. in the pre-sales process, the cus- competitor and who are willing, now more than ing to different criteria • Mail-flow according to segmentation crite- ContactInSky – mailing ria and agent skills • Possibility of e-mail segmentation accord- • Preferred communication ing to different criteria • Skill-based routing • Multi-language communication • Estimate of the required contact centre • Skill-based routing: language knowledge, capacity experts for a specific area ContactInSky - telephony • Mail-flow according to segmentation crite- • Automatic caller identification by phone ria and agent skills number or e-mail address ContactInSky – wall board • Automatically open caller information • Used to display information about the cur- • Quality call evaluation rent contact centre status and to supervise agents • The ability to record the reason for calling and converting it into a case Control panel • Automatic call routing based on defined • Information on ques, agents and calls is algorithms available on the control panel the entire time • Forwarding calls to another agent Contact Centre reports • Displaying missed calls • The Microsoft Dynamics 365 system allows • Option of preparing a conversation script users to easily use all types of reports and for contact centre agents thus browse and analyse data in a simple • Recording all conversations manner Projekt je sufinancirala Europska unija iz Europskog fonda za regionalni razvoj Sadržaj ove publikacije isključiva je odgovornost InSky Solutions d.o.o. Za više informacija o EU fondovima link – www.strukturnifondovi.hr Siget 14E, Zagreb, Croatia +385 1 5624 383 [email protected] www.inskysolutions.com.

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