#Japan #Tokyo #Softbrain #e-Sales Manager #esm call

Enhancing Customer Interactions: The New esm call Feature from Softbrain

In a significant advancement for CRM/SFA solutions, Softbrain Co., Ltd., based in Tokyo, has introduced a new feature called "esm call" for their flagship CRM/SFA product, e-Sales Manager. This new cloud-based CTI (Computer Telephony Integration) system aims to streamline telephone operations and enhance customer engagement by leveraging existing customer information.

The Evolution of Customer Engagement

In recent years, businesses have rapidly embraced new technologies like AI, yet the importance of maintaining direct contact with customers has not waned. Particularly, phone interactions continue to be a vital touchpoint in business. However, many organizations face challenges where telephonic transaction data remains siloed within departments, prohibiting effective utilization of this crucial information.

For instance, support inquiries are often not known to sales personnel, which leads to inconsistent customer experiences. Similarly, when a salesperson is unavailable to take a call, customer histories might be lost, making subsequent interactions less effective. Such gaps in information flow can lead directly to lost opportunities and diminished satisfaction among customers.

To tackle these challenges, Softbrain developed the esm call feature, integrating it seamlessly with e-Sales Manager to facilitate a comprehensive approach to managing calls and information storage. This system not only enhances inter-departmental communication but also improves both the efficiency and quality of customer service interactions.

Key Features of esm call

The esm call feature is not only a robust cloud-based CTI system but also promises high security and uptime of 99.99%. Even businesses that do not currently use e-Sales Manager can employ esm call independently. The system is versatile enough for various roles and operational scenarios, including:

• - Sales administration in multi-location companies managing orders and inventory.
• - Customer support centers for equipment manufacturers handling issues and specifications.
• - Telemarketing operations for sales outsourcing firms.
• - Customer consultation departments in food and consumer goods industries.
• - Call center operations in finance, e-commerce, and energy.

Essential Functions

1. Seamless Integration: The integration with e-Sales Manager not only makes phone operations seamless but also enriches customer interactions.
- Incoming Call Pop-Up: When a call is received, a pop-up appears with the caller's details, allowing for quick access to pertinent information without keeping the caller waiting.
- Click-to-Call: Users can dial numbers from customer lists with a single click, reducing the risk of dialing errors and significantly improving efficiency in call operations.
- Call Transfer: Calls can be directed to the appropriate sales or service team after initial contact, streamlining the handover process based on the nature of inquiries.
- Call History Management: Call logs are automatically linked to customer records, facilitating easy reviews and follow-ups, whilst optional recording features further enhance tracking.

2. Comprehensive Call Center Support: Beyond basic CTI functionalities, the esm call feature provides an extensive array of tools essential for running a successful call center. These include:
- Automatic Call Distribution (ACD): Calls are distributed to operators based on predetermined rules, aligning with their skills and current availability.
- Interactive Voice Response (IVR): This feature guides callers to the right department via audio prompts, optimizing the customer experience.
- Monitoring and Whispering: Supervisors can monitor calls audibly, delivering advice discreetly to agents without the customer hearing, thereby assisting in quality control and training.

Pricing Information

Softbrain offers pricing plans, with an example of the light plan featuring a setup fee of ¥200,000 and a monthly fee of ¥81,000, covering 40 accounts. Notably, utilizing esm call does not require a contract for e-Sales Manager itself, offering flexibility for various business needs.

About Softbrain

Founded in 1992, Softbrain has been at the forefront of CRM and SFA solutions in Japan since launching the first domestic product in 1999. The company strives to revolutionize customer engagement through an array of cloud applications, ensuring high productivity across marketing, sales, and customer service sectors. Their offerings, including the integrated CRM modeled on robust process management, have yielded a remarkable 95% customer retention rate across over 5,500 implementations.

For more information about Softbrain or to inquire about their new feature, please visit Softbrain's official site or e-Sales Manager.