日本語 
Softbrain Corporation, a leading domestic CRM/SFA company, has begun offering the cloud-based CTI system “esm call” as a new function for its flagship product, the CRM/SFA “eSales Manager.”
This function enables telephone operations to be based on customer information in e-Sales Manager. By automatically displaying customer information as a pop-up when an incoming call comes in and making calls with one click from the CRM screen, the quality of telephone responses and work efficiency can be improved. In addition, all customer contact information, including call history information, is centrally managed in e-Sales Manager, leading to improvements in customer contact activities such as sales activities and call center operations.
While the use of new technologies such as AI in business has progressed in recent years, the importance of “direct contact with customers” remains unchanged. In particular, telephone calls still account for the majority of customer contact in business.
Also Read: Softbrain App Links eSales Manager with RakuRaku Hanbai
However, many companies have had the problem that telephone response information remains with each person or department and is not effectively utilized across the organization.
“Sales representatives are not aware of or are not able to communicate the content of inquiries made to the support desk.”
“When a customer calls while a sales representative is not present, we are unable to provide a smooth initial response because we do not know the customer’s past activity history.”
This lack of information sharing between departments directly leads to lost opportunities and reduced customer satisfaction.
To solve this problem, Softbrain developed “esm call.” By expanding the functionality of eSales Manager and enabling seamless handling of everything from answering calls to storing information, it enables smooth information sharing between departments and improves the efficiency and quality of customer service.
SOURCE: PRTimes
English