iTMS integration with Salesforce for telemarketing by Michael Copestake

iTMS

iTMS adding value to Salesforce.com for your

telemarketing requirements.

For On-Line version please click brochure for full screen access. Quality System Solutions Ltd Hartham Park, Corsham Wiltshire, SN13 0RP United Kingdom Tel Fax Email Web

+44 (0)1249 700230 +44 (0)1249 700231 info@qsstms.com www.qsstms.com

Salesforce.com s one of the market leading CRM solutions that enable Sales organisations to create, manage and monitor Sales campaigns.

iTMS is the proven and leading online call management system which enables you to manage your callers, call-lists, data and full reporting.

What is i T M S?  It is the software solution dedicated to

telemarketing operations. It is not a standard CRM system. The system is hosted (SaaS) and it:  Manages agents  Manages data  Manages calls  Reports - imports - exports

i T M S is designed for:  People whose job is to make outbound

calls all day every day, usually:     

Prospecting and lead tracking Appointment setting List cleaning Surveys Telesales

 And used by:   

Telemarketing/marketing companies In-house telemarketing departments Inside sales

 From 1 to 200+ users.

Key Differentiators  Calling - efficiency and effectiveness 

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Pre-defined call-list, agents move directly from one call to the next Minimum key-strokes and actions to complete a call Automatic call-back management Fully configurable screen to remove any unnecessary and distracting texts and fields agents can have different views to supervisors Optional call-guides and scripts Appointment diary management - optional link with GoogleCalendar Automatic dialling (preview and progressive) Workflow including automatic emails

Key Differentiators  Management – control and flexibility 

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Fully definable User Profiles to control permissions and call-lists Detailed call statistics including signed-on times, call outcomes, on-call times etc Call listings by agent with further selections Script answer analysis Multiple databases and data management tools Integration with Salesforce.com CRM and GoogleCalendars

i T M S is the most configurable system designed specifically for telemarketing

Import any data using csv files, or read Salesforce.com directly (See later details). (Optionally) predefined call lists and data management tools

Fully configurable calling screen for quick and effective calls

i T M S is the most configurable system designed specifically for telemarketing

Optional advanced scripting

Built-in appointment scheduling - or use GoogleCalendar

i T M S is the most configurable system designed specifically for telemarketing

Call history reporting including full statistics

Full reporting and dashboard options

Combine specialist telemarketing and SalesForce.com CRM Since iTMS is a stand-alone application, you can use it for the higher volume calls in your telemarketing and outbound call centre department, and then pass the leads and opportunities to Salesforce.com to allow you to track opportunities and customers, and manage complex sales processes. iTMS users do not need a Salesforce licence, so you can switch people from Salesforce to iTMS for either no cost, or possibly a lower cost

i T M S Features  Dedicated call lists (optional)  Fast and efficient calling, minimal clicks

to disposition calls  Auto-dialing  Call-back management  Call-guides and advance scripting options  Activity monitoring  Call statistics  Appointment management and scheduling  Simplify the callers' screen to suit the requirement

Salesforce.com integration  Either use new data in iTMS or import directly   

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from a Salesforce Campaign Create Leads in Salesforce based on call result in iTMS Update Leads in Salesforce based on call result in iTMS Create Accounts, Contacts, Tasks and Opportunites in Salesforce based on call result in iTMS Convert Leads to Accounts and Opportunities based on call result in iTMS Update custom fields in Salesforce Automatically set the Owner in Salesforce based on data from iTMS Automatically send an email notification to the Owner in Salesforce based on data in iTMS

What is the starting point?

From with iTMS access to Salesforce provided by using the Salesforce Username, Password and Security Token

To download data from Salesforce select the fields that are required to be imported in to iTMS , along with which Campaign

Importing the Data Data is extracted from Salesforce and presented to the iTMS import screen. This allows any adjustments to mapped data to be made.

The imported data is now available as an account list, ready for calling.

Exporting the Data For each type of data managed by Salesforce a mapping table is created and saved.

Based on Owner, Account status and Date range, accounts are selected to be exported back to Salesforce, using the saved mapped field table to map data.

Triggering changes

Having carried out the telemarketing campaign in iTMS , the system needs to know under what circumstances it should update Leads, Accounts & Contacts, Tasks, and Opportunities. iTMS does this by using the Status of each account. So as calls are made and the status of accounts is updated

Fantastic value...  iTMS is the perfect partner to Salesforce to meet all your telemarketing and call management needs  At just £45 per user per month iTMS provides the best value for the functionality  Increase or decrease the number of users on a monthly basis – iTMS is a flexible as you are!

Quality System Solutions Ltd Hartham Park, Corsham Wiltshire, SN13 0RP United Kingdom Tel Fax Email Web

+44 (0)1249 700230 +44 (0)1249 700231 info@qsstms.com www.qsstms.com