Is Your Business Squandering Your Most Valuable Resource?
What’s the most expensive and valuable resource that’s misused by many organizations? People. How is this happening?
Let’s consider, for example, call centers. In these labor intensive areas people do a lot of repetitive tasks. Just like a production line, they’re ripe for process optimization. In addition, agents are working hand in hand with prospects and customers so if they do their jobs right, they can ratchet up sales.
However, because many call center agents are not supported by the they need, their contributions to earnings are negatively impacted.
software applications
Agents without the latest tools to do their job do the following.
Spend Time on Tasks that Should be Defunct
They waste their time and, even worse, customers’ time in non-productive ways shown below.
- Cutting and pasting data from one application to another. - Repeating questions that customers have already answered because those answers are hiding in other applications. - Searching high and low for information not available in the application they’re using.
Pass Up on Sales Opportunities
Also, agents miss sales opportunities. Perhaps there are promotions they should mention, or prospects for cross-selling and up-selling. But when the information isn’t in front of them, it’s easy for a busy agent to miss out.
How to Boost Productivity and Sales, and Lower Costs, with Open Span
Open Span provides an answer. Its enables rapid, codeless integration of and Service Cloud with virtually any other application -- mainframe, client/server, Windows desktop or cloud. It breaks down the barriers between Windows applications, websites, and legacy programs so all applications can talk to each other.
Automation BrokerSalesforce
That means searching for information and cutting and pasting are things of the past! And there’s no need to bug the customer again and again for the same information.
Also, provides a graphical interface in which users can view programs, query applications and expose the underlying objects. Once they can see the objects, they can drag and drop to automate processes between programs.
OpenSpan Studio
What does this mean for your company?
– you don’t have to license as many copies of software programs.
Lower costs
Your as applications are centralized on the server.
IT gurus can manage computing for associates more easily
You to make the data visible and usable.
don’t have to change your legacy systems
to accomplish tasks. OpenSpan helps sum up everything needed in one view.
No need to log into multiple applications
for any offers or campaigns and present them to the customer—no matter in which application they’re housed.
Customer service agents can query Salesforce easily
Desktop analytics deliver provide actionable, that you can use to make informed decisions.
real-time activity and performance insights
The Bigger, Fatter Bottom Line
According to Eric Musser, CEO of OpenSpan, their customers say they are saving $1million a year for every 1,000 seats using OpenSpan. That’s just the savings. The increased sales potential is tremendous too.
The Downsides
There are some things that aren’t ideal. OpenSpan only runs on Windows (2000, 2003, XP, Vista and Windows 7), Citrix and VMware. Also, you need to run OpenSpan background processes on PC’s, while Salesforce is completely a . This may put a speed bump or two in the path to scaling the application across your organization.
cloud solutionHow to Get the Most Out of Your OpenSpan Integration with Salesforce
If you want to optimize your results from an OpenSpan Integration with Salesforce you need to identify the tasks that are eating up your Salesforce users’ time. It takes a methodical approach, including feedback from users, to discover which tasks are time-hogs. You might want to contact an OpenSpan partner that can help you through the process with their time-tested tools and techniques.
When Should You Introduce Open Span?
Ideally your company should first implement Salesforce and then use OpenSpan to integrate the CRM with any legacy applications or new applications. However, if you haven’t yet implemented Salesforce, consider the OpenSpan integration during the project’s design phase to save costs and time.
Ease of Implementation
Basic Integration is relatively easy due to the drag and drop user interface, but for complex integration requirements you will need OpenSpan certified personnel.
Call us at 484-892-5713 or Contact Us today if you have questions about OpenSpan integration in Salesforce, or need help implementing your solution.
