ICM

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Chose Dstny because they required a telephony solution that could improve customer service and increase sales productivity

ICM saw great potential in having relevant master data and recent purchase history displayed on screen, so all customer information is clearly visible before answering a call. The high volume of calls led to waiting times, and there was a need for two departments to support each other, even when not located in the same place. Dstny’s telephony solution with integration has reduced waiting times and made it possible for sales colleagues to assist each other seamlessly.

A flexible telephony solution

From the outset, ICM implemented Connect Client for all sales staff, with presence status (available/busy) across both IP and mobile phones, as well as integration with Exchange and SuperOffice (CRM). With full colleague visibility, the solution makes it easier to distribute calls, support colleagues, and ensure the right staffing levels at all times.

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“With full integration to ICM’s customer data, you can see who is calling, what they have previously purchased, and importantly, what they have not purchased. This means customer orders can be handled faster, as you can already see when the customer last bought a product when the phone rings. You can also see whether the caller has received our catalog, their areas of responsibility, whether they receive newsletters, and what other interests they may have.All of this provides a unique opportunity to deliver the best possible customer service, and improves the sales team’s ability to generate new orders. The solution works extremely well. We are increasing our upselling while simultaneously improving customer service.”

Mick Mikkelsen - Operations Manager

ICM

The four key components

Personal Client

A personal client for each customer service employee, ensuring that customer data automatically pops up on screen when a call comes in

Wallboard

Large displays across three geographically separated departments, enabling shared focus and mutual

CRM Integration

Integration with SuperOffice, allowing offers with pre-filled customer data to be created instantly, with just one click

ERP Integration

Integration with Microsoft Dynamics NAV/C5, enabling orders with pre-filled customer data to be created instantly, with just one click

ICM’s første erfaringer med integration

ICM is already identifying several areas for improvement in their Connect integration that can save even more time and further support upselling and marketing activities.

It will then be a natural next step for other departments within ICM to start using the tool—with screen views displaying data tailored specifically to their roles and their interactions with customers and suppliers.

Sales teams have realized the potential of the tool

“Sales saves time by not having to look up the customer themselves. They can immediately see whether the account manager is available. If not, the answering salesperson takes over the dialogue. The answering salesperson has all customer data on screen and can assist more quickly and effectively. Through predefined email and SMS templates, relevant colleagues can be informed within seconds.”

The biggest advantage for ICM is that the physical distance between the three departments is no longer an issue.

“Colleagues are visible to each other and share the responsibility of answering calls, no later than the third ring, ensuring customers receive the right service and help in choosing the right products,” says Mick Mikkelsen.

The overall effect is shorter waiting times for customers and significantly fewer complaints from both customers and employees regarding delays. At the same time, Mick Mikkelsen, as a manager, now has a better tool for managing queues and sales staff. Everything has become more visual and easier to oversee.

Vores referencer

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