The surprisingly neglected feature of the modern CRM

In the contact centre industry, we are exposed to a large variation of CRM software on a regular basis for everything from data entry to handling calls, emails chats, social media etc. Each CRM has its strengths and weaknesses but one common trend they all seem to share is a high level of complexity for front end users. This may stem from the software being designed “by managers, for managers” but whatever the reason, this is a glaring flaw that too often goes unaddressed.

Increasing the ease of use of a CRM for the front-end users has such a large number of benefits it is hard to see why this is not more common. For example, if a CRM is simple to use then you can reduce training time, increase productivity, stand up new projects with a shorter build time, reduce data entry errors, increase compliance etc.
Telnet has always recognised the importance of making it easy for its front-line staff to do their job efficiently and deliver great customer experiences. The Telnet Promise includes the statement “The frontline is our number one priority”. This focus on the front-line drove Telnet to build its own purpose-built CRM, ContactSuite which is now offered as a web-based solution to all contact centres . By utilising the power of ContactSuite, Telnet has built a reputation for successfully delivering contact centre solutions where speed of implementation and the need for rapid scalability is paramount.

The benefits of ContactSuite can be seen across many of Telnet’s clients including large national companies and government agencies. In a recent example, a new client’s in-house training prior to Telnet’s involvement was four weeks. By making full use of ContactSuite’s features and with further efficiencies from linking the SenseIQ knowledge base Telnet was able to reduce training time from four weeks to less than a week enabling the campaign to be live in a week.