CALL CENTRE MANAGEMENT in MICROSOFT DYNAMICS AX
We know that to succeed, businesses that have a high volume wholesale and distribution
model are looking for:
- Efficient customer service
- Accurate and consistent order-taking
- Reliable product delivery
- Increased control over operational costs
We have the solution –eBECS Call Centre Management (CCM)
Fully integrated with Microsoft Dynamics AX, CCM provides a single integrated
solution that seamlessly links call centre operations, web ordering, customer relationship
management and Enterprise Resource Planning (ERP) processes together.
What will you get?
• Call centre efficiency
- Speeding up order taking times through an easy-to-use, operator
designed Order Pad. The pad contains customer information which is automatically
displayed on receipt of an incoming call from the customer
- Use of advanced customer and product search engines, with
product pictures. This will help speed up each call and improve order accuracy
- Ability to monitor agent availability so they can be allocated
outbound tasks such as customer calls
• Real time online services
- Provision of real time stock availability and pricing allowing
customers to order with confidence that their requirements will be fulfilled
- Providing customers 24*7 access so they can order at a time
convenient to themselves
"We have seen many other web sites providing online services which have never taken
off due to their complexity and inaccuracy, we believe our website will be simple
and easy to use by our customers”
Mushtaque Ahmed, Senior Business Operations Manager, JJ Food Service
• Improved customer service
- Reduction in customer call waiting times through automatic
incoming call routing
- Faster order taking which means customers spend less time
on the phone
- Personalisation of calls. Sophisticated auto-routing of incoming
calls means the customer gets to speak to their normal telesales agent and in their
native language
- Doing more for your customer – confirming delivery dates with
order, handling any returns
“We strive to deliver the highest level of customer service by reacting quickly to
changes in customer demand. We believe this solution from eBECS Ltd is vital for our
future growth and we are confident it will create immediate benefits for both Friars
Pride Ltd and our customers.”
Rebecca Lord, Managing Director, Friars Pride Limited
• Increasing sales
- CCM allows you to monitor and analyse your customer’s existing
spending patterns
- You can offer relevant sales promotion and maximise your profit
through up and cross selling more profitable alternatives
Don’t just take our word for it, see CCM in action with one of our clients