[November
1, 2000]
New Callgistics Lead Tracking Service Ensures
Customer Leads, Requests, And Inquiries Are Serviced
ACP Interactive, a provider of
interactive marketing services, introduced Callgistics, a new lead
management service for routing and tracking of customer requests and
inquiries through internal or external customer service or sales teams.
Callgistics acts as a transparent middleman between the customers who �opt-in�
for contact and the service teams and organizations, which fulfill
customer requests. As a result, Callgistics guarantees that customer
requests and inquiries are never dropped and are always fulfilled. The ASP
service can be used stand-alone or in conjunction with customer or partner
relationship management and sales force automation systems. Callgistics is
immediately available.
Prior to Callgistics, lead tracking technologies required customer
service or sales representatives to manually enter lead status information
into either a corporate network or a partner�s extranet � and, in some
cases, both. Problems arise and leads are dropped with this approach when
status information is not entered at all, not entered in a timely manner,
or entered incorrectly. Commenting on the shortcomings of current lead
tracking technologies, Martin Grant, CIO of ACP Interactive said, �An
alarming percentage of leads and requests are not effectively followed up
on because they simply fall through the cracks.�
�Callgistics eliminates the cracks and offers a foolproof means for
businesses to effectively track their leads and customer inquiries without
requiring them to enter any lead status information. With Callgistics, our
customers know when follow up has occurred. More importantly, customers
know when follow up has not happened in time to take corrective action
before leads grow old,� continued Grant. �We believe that only
Callgistics can make this claim.�
Unlike existing lead tracking programs, Callgistics acts as an
intermediary which employs patent-pending technologies to broker and track
a lead through its entire life cycle � from a customer request to
servicing. During this process, Callgistics gathers intelligence on the
handling of the lead, including which teams or partners could service the
lead, which ones could not, the time required to service the lead, and
other valuable information. Reports detailing this information are
provided to the sales and customer service managers, empowering them with
information they need to maximize lead servicing programs. In effect,
Callgistics offers these managers a �Big Brother-like� means of
monitoring the teams responsible for servicing leads -- a capability not
provided by any other lead tracking system. Managers may also request to
receive reminders, which provide information on overdue or unserviced
requests. Reminders can also be routed to other representatives, other
divisions, affiliates, or partners.
Callgistics is a comprehensive solution. Some of the highlights of the
lead management system include:
- 18-year history: ACP has almost two decades of experience in
telephony hardware and software development. Using these technologies
as its foundation, Callgistics can easily handle up to a million calls
a day.
- Quick set up: Callgistics is a completely outsourced service with
software and hardware (including telephony, e-mail and fax servers)
already in place. As a result, Callgistics can be implemented in a
matter of hours and requires no new hardware, software or additional
IT support staff. In addition, Callgistics can be used with minimal
training.
- Support for variety of touchpoints: Callgistics works with the gamut
of touchpoints used to reach customers, including Web pages, Web
banners, e-mail, direct mail, and print advertising. Customizable,
brandable, Callgistics Call Me buttons can be embedded in Web pages
with Call Request, in Web banners with CallBanner and in e-mail
messages with CallMail. Consumers simply click these buttons to
request a call, a fax or fulfillment of a product. For print
advertising and direct mail campaigns, Callgistics can provide a
personal identification number, which can be used when consumers
respond either via telephone or by the Internet. These touchpoints
enable consumers to easily �opt-in� and become active participants
in permission-based marketing campaigns.
- Comprehensive reporting: Callgistics generates detailed reports on
the status of a lead, from the customer request to fulfillment. These
reports can be provided in paper or electronic formats and can be
delivered via mail, e-mail, or fax. Reports can also be downloaded
from a secure area on the Callgistics Web site.
- Complement to CRM, PRM, and SFA: Callgistics can be used as a
stand-alone lead management tool. Because Callgistics tracking
information can be saved in XML, TXT or ASCII formats, Callgistics can
also be used in conjunction with customer relationship (CRM), partner
relationship management (PRM) or sales force automation (SFA)
applications.
- Customization: ACP Interactive works with clients to design programs
which best fit their current business workflow or specific needs. ACP
Interactive can design custom buttons, pre-populate forms used to
request contact, incorporate IVR (Interactive Voice Response)
technology to further automate calls to consumers, provide custom
reports, deliver background information on contact requests such the
originating Web banner, and a myriad of other features.
Callgistics is available on flexible ASP pricing basis.
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