Call Management Module
M1 Call Management provides an effective means of recording all communication with prospects, customers and suppliers, even recording your sent and received emails.
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Call Type
Record pre-sales activity, such as an enquiry, by creating a sales call. Use Support Call for any after-sales questions or problems. Use Quality Call for quality assurance tracking.
Track Call Times
Log the time spent on each call. You can then analyze the total call times for each prospect and customer.
Assign To
Assign a call to the most appropriate person in your organization. Call Management can be used to take messages in your absence.
Priority
Prioritize calls to identify contacts requiring close attention. Use the standard searches to sort in order of priority.
Emails & Email Attachments
M1 gives you the ability to store all your sent and received Outlook emails as calls, no cutting and pasting. M1 is fully integrated with Outlook. You can even store your email attachements in M1.
Service Contracts
Service Contracts can be used to manage warranties and maintenance contracts. Record the start and end dates, along with a value, for each contract. When taking a call, M1 will advise the user if the customer has a current service contract.
KnowledgeBase
Create a library of commonly asked questions, and support calls relating to your products and services. Include details on the problem, the resolution and any available workarounds.
Interfaces with...
From a call, create a quote, order, job or invoice. Calls can also be created from within leads, quotes, orders, shipments, AR invoices, purchase orders and AP invoices. View all the calls for an organization under Organization Explorer.
Calls Marked for Follow-Up
Use this search to ensure calls are followed up when required.
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Reports
Open Calls Report
This report can be used as a task list to address any calls that have not yet been closed.
Customer Contract Status
Use this report to print a list of customers with their status of any existing service contract.
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Call Analysis Graphs
These graphs provide a visual overview of activity over multiple periods, allowing you to view the details of each period. Also activity graphs allow you to filter by any field in the table and to specify which date field to use when calculating the numbers to show.
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