Technology

Collaborative scenarios

There are many ways we can work together

When analyzing a project there are differences in approaches. There is the “My way or the highway approach,” and there is the “Let’s figure this out together approach.” Here at Global Response, we prefer the latter.


			Steve
			Brand Care Specialist, breaking through obstacles.

Technology and Brand Care

There are a bewildering array of choices regarding how to provide customer care. Each functional discipline and support team has different methods of addressing opportunities and solving problems.

For example:

A Global Response client needs to scale up for 6 weeks a year. Their Order Management Software is licensed per seat. The client would need to purchase 100 more licenses to deal with a seasonal burst just to handle 6 weeks of increased activity. Global Response provides its proprietary OrderNet® order management software. The client benefits from no charge for licenses.

Even with this benefit many clients choose to pay the license fees simply to keep the data in their format. To accommodate this preference we access the client application without any intervention or software programming. However, if the client wants to enable their application with CTI (Computer Telephony Integration), Global Response can assist in various ways depending on the application.

Another example:

When your application is Web-based our Palettech® application can present your website to our agent at the moment a phone call arrives while sending the DNIS (Dialed Number Identification Service) and the ANI or CallerID (phone number of the caller) to your web based application.
Global Response holds the patent on CTI integration with the Internet and the PSTN (Public Switch Telephone Network). The benefit is that on answering the call we know the caller’s name and address and possibly last order, which saves time and improves customer service.

Adapting to your needs

Global Response integration creates a active learning environment that, over time, learns more and more about your customer preferences and needs.

The Global Response programming team assists every project we take on. Given a creative team of talented developers and the latest open architecture relational database environments, we have designed our own web portal.

Our own web portal

This portal creates an internal canvas to show you views of what is happening on a moment-by-moment basis in a predefined viewing arrangement. Being predefined is the key. Our focus on a generic platform creates cross-currents between applications that are similar.

Benefits in common

All clients benefit from elements that are common to telemanagement services. Some of the benefits are Web-based ACD (automatic call distribution) reports, transaction reports, and disposition summaries. This is the perfect method for showing results since a web portal creates a safe, secure reliable environment to access data in real time any time.

If predefined reports are the key, how does this help on specific requirements? Where is the flexibility? The answer is easy. The delivery method of using a portal combined with predefined reports becomes a jumping-off point to make any customization easier and faster. Once we make a custom report we can integrate it into the predefined reports or the portal itself.

More collaborative scenarios:

Virtual ACD: No one is ready for an unlimited number of calls except a carrier. If we queue the calls at the carrier we can send them to the center as agents become available or around the country as needed.

OrderNet: A major chocolate producer / marketer needs to make sure that orders to "hot" zones are carefully managed or avoided as these will melt the chocolate causing unhappy clients.

Palettech - CRM (Customer Relationship Management): Lead generation with a dealer lookup close to the caller. Using the latitude and longitude of the caller we can find the nearest dealers.

Hunter / Gatherer - Predictive Dialer: More efficient then a team of people dialing by hand; our dialer can make the calls and listen to hear when the caller answers. When they answer, the call is instantly sent to a Brand Care Specialist. We can do this with agents across the country or in small groups.

Web Portal - Reports on demand as you want them. Unified and archived, 24 x 7, at your finger tips.

Web Design / Ecommerce - We understand the details as well as the innovative spirit. Clients range from national brands to small entrepreneurs. We can enable your dream and take guardianship of the results. Trust is earned and value created by doing it time and time again.

Email management: A major car distributor to over 200 dealerships in the South East region. Who do they trust for the pricing of cars based on email requests? Who do they expect to respond to those requests in less than 10 minutes? Who do they expect to present those prices with dealer discounts individually created per dealer? You guessed it. Global Response.

We have extensively defined the characteristics of email flow and response, exposing every time stamp along the way to find where things are being held up if at all, and then repackaging all of this with the smallest possible points of failure. Just ask South East Toyota how well we do it.

Let’s chat

Meet and talk with our responsive, collaborative tech teams. They have the knowledge, skills and experience to fully understand and implement your requirements and to provide a true Brand Care experience.

That collaboration extends to the business management side as well – technological innovation is a practical art; it is driven by business needs and customer satisfaction. Our technology people understand that the end product of all our expertise is the achievement of business objectives. Matching our in-house expertise with that of a client is very often a collaboration that exceeds the expectations of both parties. We have found that small, collaborative teams can accomplish big things.