About the project
After a year since the launch of Kalkulátor.cz, a request came from a partner to create a suitable user interface for customer service. The main goal was to increase the efficiency of the sales team and simplify regular and repetitive processes. Read how we got to the “final” interface.
Phase 1
The first important task was to get the project up and running as quickly as possible in the MVP phase. Since there were enough members in the sales team from the beginning, it was clear that we needed a VoIP PBX. Together with our partner, we searched the market for an affordable solution. After several demo calls, we finally chose Daktela’s service.
Integration without fun 3 in 1
To connect the Kalkulátor.cz and Daktela systems, we chose the 1CLICK tool for managing company processes. With 1CLICK we can definitely do that. It is user-friendly, easy to use, and a fast process engine for managing more complex business flows. Its undeniable advantage is the easy integration with any other platform. So if you are dealing or will deal with a more complex business process in the future, 1CLICK is the right choice. It will simplify and speed up the whole solution.
Back to Daktel integration
Leads (business cases) are created in the Kalkulátor.cz system. The customer scrolls through the form and enters their contact details just before the results are displayed. According to these data, the customer’s profile is created in Kalkulátor.cz, from where it is sent to 1CLICK, which then sends the data to Daktel’s switchboard and establishes the contact. On Kalkulátor.cz the results are displayed to the customer, thus creating a calculation. The information about the calculation is sent to 1CLICK, where the task is created in a bulk queue of traders (there can be several queues depending on the vertical and task type). The trader picks up the job from the bulk queue to his personal queue, clicks directly from 1CLICK to the switchboard to the client’s profile and can make a call or send a text message. The task remains in the trader’s personal queue.
We have been operating in this model for about 1 year.
Phases 2 and 3
After some time, the management of the sales team evaluated that the salespeople choose only the “good” leads and the other ones “rot” and are called with a long delay or even not at all.
Prioritization in the sales team
Not only were traders only choosing good leads, but the queue was generally uncluttered, which was a major complication for new traders who were not familiar with 1CLICK. This was to the great advantage of traders who had worked with the system for a long time and were skilled enough. These traders had better results, and this was the motivation for creating a system that would behave like a very experienced skillful trader and prioritize anyway. The goal of a good trader is to maximize profit.
It is clear that every lead has its own priority, but it is wrong if every trader determines it according to himself. It was necessary to prioritize individual requests centrally.
How do you do that?
We needed to come up with a model that takes into account not only the monetary value of the leadoff, but also the time and ability of the trader. After several discussions, we came to the conclusion that we need to create a custom task list within the application that will work with the priority model.
In Transition Phase 2, we were able to create tasks and assign them to traders according to a defined priority. The key rule was to assign only one active task to one trader. At that point, we basically took the 1CLICK tool out of the process. Already during the implementation, we encountered the problem that the salespeople were working in two systems – contact calls were still made from Daktely. (Just a reminder that there were 3 systems in phase 1).
Working with Daktel itself
When working with the Daktela API, we came to the conclusion that a full implementation of Daktela might not be a problem. This would allow us to control the entire control panel via API – the ideal situation. This started phase 3 and we started the full implementation of the control panel.
Daktela undoubtedly has its advantages, but it can’t prioritize, it can’t compute operations over spare capacity, and it can’t do sophisticated queue management. That’s why we implemented this part directly into the core system, including the advanced calendar and scheduled tasks. So we use Daktel to do what it does best – make calls, store calls, report call center activity (calls received, their length, etc.). During the integration process, we have learned to work with Daktel especially efficiently. We have tried different ways and now we know exactly where and how to use it and what to integrate it with. If you are going to use Daktel, we are happy to advise and share our experience.
Result beyond expectations
Now the sales team works only in one system – Back office application Kalkulátor.cz. Lukáš Kaňok (head of the Kalkulátor.cz sales team ) confirms the improvement of business goals thanks to this implementation :
“The biggest shift I see is the simplification of the process, which has resulted in the salesperson having 45% more dialed calls on average, which is a significantly higher number than I expected.”
A big advantage of the system is the possibility of limiting the trader’s skore. This function is used for newcomers for training. So the trader does not burn quality leads where there is a great potential for trade and he can unwind in peace.
Conclusion
Eventually the project may get to the stage that the application interface 3. parties is unsatisfactory and may not meet 100% of your team’s needs. When selecting a solution 3. So it’s a good idea to thoroughly explore the API options and ask yourself if you can’t actually create the entire UI yourself? Sometimes, you may even find yourself writing all the functionality that is crucial to your business goals. In this particular case, however, it certainly did not make sense to program our own VoIP PBX. An alternative solution may be that 3. the page writes a “plugin” to the app just for you. But then the implementation is often expensive, the delivery time is constantly extended and the result misses your expectations. Another aspect is that these key areas need to be constantly modified, improved and optimised and this can be very inefficient with an external supplier, especially in terms of time. If you’re ever thinking about integration, it’s definitely worth discussing all the options with experts who are in the know and have experience. Save time and money.
