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All Customer Relationship Management (CRM) software needs to be updated from time to time. Keeping track of the updates, enhancements, as well as any new features, can be difficult. With that in mind, the following represents a summary of 10 significant changes made over the last year.

Summary of Cable CRM Enhancements

  1. Route Criteria
  2. DSR Route Management
  3. House Details
  4. Follow-up
  5. Back Balance
  6. Sold-ID Verify
  7. Sold-Phone Form
  8. Sold-Money Collections
  9. Date/Time Tampering
  10. Syncing

These changes have the effect of improving DSR efficiency as well as enhancing a positive customer experience. To see how this works for you or your team we have listed each of the Cable CRM enhancements below along with where you will see the changes, the version (update) number and a visual image you can see on your own system/devices.

Route Criteria

This update allows the notes field to be used for additional route criteria.

Keeping up Cable CRM and SFA Changes

DSRs can now be sorted by Group (supervisor) and an additional column was added to reflect when a subscriber is not home.

DSR Route Management

The value of Cable CRM and SFA software to a cable MSO increases the more that management and DSRs make use of the features that streamline the Cable sales process. In order to do this it is important that all staff be made aware of system changes in order to utilize them.

One of the best ways to make sure your staff stays current and is being the most productive that it can be is to schedule periodic training to cover enhancements as well train new staff on system usage. Regular CRM training pays for itself in increased sales and lower cable MSO churn as a result of greater subscriber satisfaction. In today’s competitive environment, it is critical your team is well trained.

House Details

Release – CRM Mobile 

House detail improvements include modifications to:

  1. Services Tab: Added Primary and additional rate columns
  1. Equipment Tab: Added equipment price column
  1. Added ADDL Tab which contains
    • Customer comments query
    • Address history query

Follow-up

CRM Follow-UP

Release – CRM Mobile V1.0.97.25

The follow-up enhancement for CRM mobile allows users to enter in a follow-up reason without having to place it on an appointment calendar.

Back Balance

Release – CRM Mobile 

The back balance changes include:

  1. First Name
  2. Alternate last name
  3. Full phone number
  4. Details button for customer comments and customer equipment

Release – CRM Mobile V1.0.97.25

DSRs can now enter in additional subscriber (11 new fields) of information if a SSN comes back as refused to verify identity and credit status. The new fields are:

  1. Date of Birth
  2. DL State
  3. Street #
  4. Street Name
  5. Street Type
  6. Quad
  7. Apt
  8. City
  9. State
  10. Zip
  11. Alternate Phone

Sold-Phone Form

Release – CRM Mobile 

New fields for recording the sale of telephone services include the addition of:

  1. Entering a PIN
  2. Full name as it would appear on bill
  3. Full address as it would appear on bill
  4. 2nd phone number to port
  5. The addition of remove freeze fields for Rep
  6. New third party confirmation

Sold-Money Collections

Release – CRM Mobile 

Collection activities were enhanced by adding a field for the check routing # when money is being collected.

Date/Time Tampering

Release – CRM Mobile 

Anti-tampering changes including the automatic reset of the handheld date/time to the Cable CRM server date/time as well as a comparison check of the login time to the action date/time.

Syncing

Release – CRM Mobile V1.0.97.25

This enhancement was a synchronization protocol change that will not allow handheld syncing while the CRM Server is refreshing.

Keeping up Cable CRM and SFA Changes

The value of Cable CRM and SFA software to a cable MSO increases the more that management and DSRs make use of the features that streamline the Cable sales process. In order to do this it is important that all staff be made aware of system changes in order to utilize them.

One of the best ways to make sure your staff stays current and is being the most productive that it can be is to schedule periodic training to cover enhancements as well train new staff on system usage. Regular CRM training pays for itself in increased sales and lower cable MSO churn as a result of greater subscriber satisfaction. In today’s competitive environment, it is critical your team is well trained.