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When deciding on a system to use the first thing to consider is what you need a system for. The table below lists a number of key business functions together with how CallPro CRM and Salesforce CRM handle them. Note the call center functionality is listed first. You just need to decide which functions you need to decide which system to choose.
What was it designed for?
Expected number of calls per day
Increased calls = increased success rate
Telephone integration (CTI)
Dial directly from the CRM
Call lists
Used in call centers to define which records each agent will call
Call next record
Ease of moving to the next record to call
Call-back management
Action call-backs at the right time
Call logging and result workflow
Procedural automation
Call scripts and Call Guides
Assisting agents
Appointment booking
Ability to manage an appointment calendar
Email campaigns
Email marketing capability
Number of databases
eg for outsource companies, company departments, data management
Data management
Manipulate data in bulk
Data privacy management
GDPR and privacy control
Object Orientation
Gamification
Induce competitiveness in the sales team
Data backups and restore
Ability to restore data to a previous backup
User screen design
Mobile app
Website tracking
Lead management
Opportunity management
Reporting
Dashboards
API's
Custom apps
Two factor authentication
Single Signon
Sales orders
Cases
Appointment booking
Support
High volume outbound calling and associated tasks, including email marketing
100+
Preview dialing, auto-dialing and hangup. Out-of-the-box integration with a wide variety of phone systems, including TAPI and the low cost FIVECRM VoIP.
Out-of-the-box. Can be predefined in the User Profile for each agent.
Out of the box. Single click to save the current record and dial the next one.
Call-backs presented automatically at the right time.
The user can filter manually. Alarms also available.
Wrap-up section used to select call outcome, set call-back, type notes and initiate workflow.
Easy workflow configuration for call and data management. Automatically shows next record to call.
Extensive call scripts and also call guides.
Out of the box
Advanced multi-step campaigns, one-off/scheduled/dynamic/triggered with link tracking and subscribe management.
Out-of-the-box capability to create up to 999 databases.
Extensive bulk data management functions, including assign, update, copy, move, import/insert/update,export,deduplicate, delete
Extensive functionality to manage contact channel permissions and all lawful basis.
Single flexible object to store all and any type of customer records, differentiated by various criteria
Standard
Standard
Standard. User defined fields and extensive screen layout options.
Android only, for reporting
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Live phone, chat, email support included. Maximum 4 hour response on emails. UK hours: 8:30am - 10pm; US hours: 8:30am - 5pm EST
General customer management, wide range of other functionality needing configuration and add-ons
50
CTI provided by third party apps(additional cost). Auto-dialing depending on app. Salesforce VoIP available using "Lightning dialer" (additional cost).
"Sales Console" gives ability to create a list of leads or accounts. Each user must make their own selections.
Manually find the next record to call..
Manually use Sales Console to filter list of call-backs
Log a call, set task. No automatic workflow. Return to list, manually select next record to call (enables cherry picking).
Use "Flows", extensive functionality but not so easy to setup. No call guides.
Not possible
Basic mass email, maximum 5,000/day. No tracking or unsubscribe management.
External add-on apps available (chargable)
One live database
Basic functionality, import, export, deduplicate.
Additional cost
Fixed objects for Leads, Accounts, Contacts
Additional cost
Must be setup by the customer
Standard
Standard
Available in Marketing Cloud (additional cost)
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Email support, maximum 2 day response. Phone support available for +20% licence fee.
"The beauty of your solution [CallPro CRM] is that it’s easily customisable and works really well in high volume lead generation and telesales environments out of the box."
Vitality Health
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