- We needed a solution that was able to direct calls to the sales department's telephone number quickly, and precisely to those employees who know the customer's situation and needs, Bjørn Klepsch explains. But it was also important that that the solution could be integrated with our CRM system, so the employee can see the customer's data on the screen before he or she takes the call. For instance, if the call is from an investor who is interested in certain types of stocks or shares, the real time prices of these are automatically displayed.
If it is a customer who has previously contacted the bank with a specific question, the sales representative can immediately see what the inquiry was about and who dealt with it. Thus, it is possible to draw on both internal and external sources.
- Of course, for the customer this means a far better service, one that specifically addresses them and their specific needs. They get through to the right person faster and no longer need to provide account numbers and other details in order to be served. The sales representative can deal immediately with the customer's query and no longer has to ask for details that the bank already knows.
Zylinc ID is exactly the solution we need, both now and in the foreseeable future
All calls to a specific number are recognized instantly and sent by URL to our Microsoft CRM database. Then the system retrieves the customer data, locates the customer's personal advisor and the relevant data is displayed on the screen before the person answers the call. In this way, the employee knows with whom he is speaking and has an overview of any information he will need in order to offer the best advice and guidance to the customer.
Besides retrieving information from the database, Zylinc ID also triggers the collection of data in connection with the call, such as the time it began and ended, its duration, the topics covered, etc. Furthermore, it is possible to block certain functions, e.g. local calls, or send unknown calls directly to the bank's call center. If Zylinc ID does not recognize the number, the sales person can easily designate the caller as a new or potential customer depending on the circumstances.