The reason is simple: CRM was never built to talk to the customer.
It is safe to say that CRM systems create expensive customer conversations.
One of the primary reasons companies experience increased AHT with the introduction of CRM onto the agent desktop is that CRM was never built for a customer service interaction. Instead, CRM was designed for customer management; not customer service. This becomes readily apparent when you see the navigation sequences needed to perform seemingly simple customer service oriented tasks. Often, it goes something like this: You go to the search screen to find the customer, then you navigate to a specific tab, then you open a new dialog to see the previous call notes, then you move to another tab to see current services, then you open each service in turn to see current bill payment status, then you close that, back out two screens, open the ticketing module, key in the service ID…phew! All of this has to be done in the first few minutes of the call just to “know your customer” before the actual service even gets underway. It’s no wonder customers and agents alike experience frustration!
Enter Jacada UI for CRM! Jacada UI for CRM is the industry’s first product built to solve the problem of inefficient CRM user interfaces. Jacada UI for CRM allows you to visually create new customer-centric processes on top of your existing CRM system. This can include completely new user interfaces tailored to a specific process, as well as automating routine, cumbersome or complex process on the underlying CRM application.
To better understand how this works, watch this presentation below:
Utilizing a drag-and-drop visual UI builder, underlying CRM data sources (e.g., Customers, Accounts etc) can be “dragged” onto the design canvas, building new User Interfaces targeted to the needs of an agent in a call center.
New customer-centric processes can be created in record time, all without modifying the underlying CRM application.
At last, CRM is not about customer management, it’s about customer service. Quite simply, Jacada UI for CRM allows companies to create more efficient customer service processes out of their existing CRM systems. And most importantly, they’re finally starting to realize the benefits of what CRM promised: Reduced AHT!
You need Jacada UI for CRM Call Center if:
- Your CRM application increases your Average Handle Time
- Your CRM application is unwieldy, complex and cumbersome
- Your CRM application is not optimal for your customer-centric processes
- Modifying your CRM is costly and takes an extremely long time
- You are considering upgrading to a new version of CRM primarily to receive the benefits of a new UI
How does it work?
Jacada UI for CRM gets you to the finish line faster by leveraging what you’ve already invested in your existing CRM infrastructure while adding the front-end your call center actually needs: A new, streamlined, integrated UI with only relevant Call Center functionality. You’ll save on agent training because the important data will come to them contextually through helpful automated routines and prompts, rather than requiring them to chase it down.
Jacada UI for CRM has pre-built connectors and widgets for SAP, Siebel and Salesforce, and its Drag n’ Drop design environment means you use clicks, not code, to create the logic you need — in as many role-based versions of the UI as you’d like…without heavy IT involvement. We’ve revolutionized User Interface development by introducing the world’s first drag and drop UI assembly environment for CRM data sources. What this mean in practice is that creating new interfaces on your CRM systems is as easy as dragging and dropping data sources such as a “Customer” or “Accounts” object.
And while we ship with Widgets out of the box, you're never stuck with what we provide. Part of the secret is our unique Widget based environment which allows your organization to build up a library of your own Widgets over time. A Widget contains functionality that can be reused graphically by the Business in creating new interfaces and abstract all complexity from the UI designer. The specifics of how a Widget works is within the realm of your IT department. And, we provide all the tools your IT department needs to create new widgets, including graphical orchestration tools to allow easy aggregation of data from multiple sources.
Of course, building a User Interface is more than just the data sources. You need interaction between the various elements on your screen. For example, a search box should query a data source and populate a result grid. Clicking a record in the result grid should bring up the customer details. And even more importantly, you need to be able to send updates back to the CRM system after editing a record.
Once again, Jacada UI for CRM shines. Data sources are connected together in an event-driven model, allowing you to easily specify the flow and dependencies. Of course, keeping in line with our visual programming model, this too is done in a drag-and-drop manner.
To see this in action watch this video and see for yourself how rapid user interface assembly can be:
Jacada UI for CRM ships with Data sources and Widgets out-of-the-box for Siebel, SAP and Salesforce. Use a different CRM? No problem! Your IT department can easily create their own widgets and datasources into your proprietary applications. With full support for JSON, Web Services and REST, you can be RESTassured that Jacada UI for CRM will blend into your environment
Benefits to your business
- Average Handle Time is reduced as complex navigation sequences are simplified and the right information is displayed at the right time.
- First Call Resolution increases as does customer satisfaction
- Your agents are no longer constrained by the complexity of the CRM system
- Agents receive a streamlined, integrated UI with only relevant Call Center functionality
- Agents have a “single view” of the customer, aggregating data not only from multiple screens of the CRM system but also from multiple systems
- Agent training time is reduced thanks to these new simplified user interfaces
- Call center initiatives can be quickly implemented using business analysts
- Experience a quick turnaround between Business and IT
- And, Your CRM investment is protected.
New dashboards can be conveniently created in one of many layout options, giving you enough flexibility to build your dashboard exactly how you envisaged it.
Filter and Display options
Present your customer data in the most meaningful manner for the agent to engage in an efficient and effective customer interaction by providing filters to only show what’s relevant, and displayed in a manner that makes sense based on the task at hand, not what the CRM designers thought best!
Dynamic Deployment (no server restart)
Traditionally, even seemingly simple changes can take what seems forever to push out to your agents on the floor. Oftentimes, one would need to wait for an approved system outage window in which to push out your changes. And, depending on the nature of the change, may force your entire project into the Quality Assurance backlog awaiting a full regression test. With Jacada UI for CRM, changes can be dynamically pushed out to production without requiring a server restart or system outage. Just as dashboards are built visually with drag and drop, deployment is done through clicks. And with your changes confined to the specific component modified, regression testing is not required on the entire application. In other words, your new customer service processes can be in your agent's hands faster than ever before.
Siebel, SAP and Salesforce support
With prebuilt components and coverage for the some of the world’s largest and most popular CRM based applications, you can quickly start creating new User Interfaces and processes for your customer service improvement initiatives with all the heavy integration work already done for you. Not using one of those CRM systems? Your IT department can easily create their own widgets and data sources into your proprietary applications. With full support for JSON, Web Services and REST, you can be RESTassured that Jacada UI for CRM will blend into your environment.
Widgets and Data Integration
In order to allow developing of new CRM User Interfaces in a quick and easy manner, our design philosophy is to encapsulate complexity into reusable “widgets”. Widgets can be used by dragging them onto the design canvas, without regard to any of the underlying complexity. And with pre-built widgets to accomplish common tasks, you can be more productive earlier on. Of course, your IT department can expand the library of widgets by developing their own.
CRM Data source encapsulation
Your CRM data sources are conveniently and easily encapsulated into draggable data sources. Gone is the need for the view builder to understand specific protocols. Instead, data sources are conveniently named such as Customer or Account, and are used by simply dragging them on to the canvas.
Create new and streamlined CRM processes
Break free from your constrained, monolithic and cumbersome CRM processes and create new customer orientated interactions leveraging your existing CRM investment. By dragging data sources and Widgets, you can build completely new user interfaces with optimal customer services processes. Best of all, all data retrievals and updates happen on the actual CRM system, avoiding duplication of data or new siloed data stores.
Live Data Preview
Traditionally, working with data sources was confusing as you needed to rely only on the field names to construct your user interface, not having any sense of what the underlying data looks like. However, with Live Data Preview, the designer shows you what your actual data looks like during the development of a UI! For example, a grid will be populated with rows of real data instead of simply being empty with column headers. Seeing your data live during development dramatically speeds up development time and increases the accuracy of implementing the requirements correctly.
Open Standard Integration support
Data from your underlying applications, including CRM systems, comes in many formats, and we recognize that by providing full support for all of today’s major integration standards, including Web Services, REST and JSON support. And for those stubborn closed world applications that have no API, consider evaluating our unique Jacada Fusion solutions that provide non-invasive access to even the most closed application.
Changes to your new CRM processes can be done so quickly and easily, and with no server downtime. To ensure quality in your process, we introduced approval workflows, allowing you to specify an approval process ensuring only approved dashboards and processes are deployed to your agent floor.
Rich Internet Application components
Jacada UI for CRM provides UI components that are rich in functionality offering what you have come to expect from today’s leading web based applications. Components provide resizable columns, sortable headers, asynchronous updates and more. All of this is provided automatically, and the dashboard developer need only focus on implementing their new CRM processes, not on the plumbing to make it happen.
Automatic Pagination of large data sets
Displaying large data sets is the bane of most developers. The data has to be chunked and made available through a pagination mechanism. This paging mechanism needs to handle back and forward (and beginning and end) operations and redraw itself without forcing a screen refresh. Now, with full support for large datasets, this is seamlessly taken care of by the UI components.
Asynchronous screen updates
All the visual components comprising a new CRM user interface are in fact independent, autonomous units that are able to dynamically redraw themselves without forcing an entire screen refresh. Even better, they can detect underlying data sources and update themselves to reflect the new data.
Components on your dashboard are linked by Events. Events can be chained to create powerful processes. For example, an event may detect a “click” on a search button and populate a grid. A second event will detect a click on the resultant data in the grid and force a detail record to populate. All of the events are implemented using a drag-and-drop event capturing mechanism.
The IT department is able to create new Widgets particular to your business, allowing you to build up a library of reusable components over time. Widgets abstract all technical functionality and complexity from the UI designer. Widgets are developed in Java and become dockable graphical components that can be dragged and dropped onto the design environment. We also provide the tools IT will need to perform sophisticated orchestration among multiple back-end data sources, and aggregate data graphically to provide consolidated data sources.
- WebLogic 10.3
- WebSphere 6.1
- Tomcat for Development
- Oracle 10g
- MS SQL Server
*Siebel is a registered trademark of Oracle Corporation
*SAP is a registered trademark of SAP AG
*Salesforce is a registered trademark of Salesforce.com