| NEW VERSION OF CTI, DEVELOPED BY IT DIVISION | ||
| It is with the end view of boosting sales
performance through improved customer service that the idea of fully
computerized telemarketing was laid on the drawing board by PIMS
management. Thus after months of careful planning and preparation, the long-awaited CTI, or should I say OMS will be implemented. OMS stands for Order Management System. OMS is expected to increase marketing and customer service efficiently by 50 percent through the synergy of the telephone and computer technology. The said computerization scheme will kick off with the initial setting of approximately 90 computers starting February 2001. This major technical upgrade is considered to benefit the PIMS employees, more particularly the telemarketers, and the company's long list of clients and subscribers. Needless to say, the new system will make the telemarketers' job simpler thus easier but nonetheless more effective. That is less time spent for making effective calls. Under the system, telemarketers can engage in "multi-hunting" with the clients' names and telephone numbers all programmed in the computer for faster contact and more efficient customer service. The main purpose of the OMS is to provide faster access to telecommunication lines for all PIMS employees. Each TM is provided with his/her computer wherein the telephone numbers of his/her prospective clients are flashed on the screen. The registered telephone numbers assigned to the TM will be given correspondent button for automatic dialing system together with the handset . Then, each call will have its own status. The customers' telephone numbers are screened and this time the TMs will only have access just to the lost of clients that have registered to the system. If the customer accepts to be registered, there is a separate screen wherein the TMs can input the customer information which can access the history of the customer, verify their bills and the call detailed recording. In the CDR screen, the TMs can access the calls made by the customer including the date, hour, origin number, destiny number, country and the amount of each call. In the bill screen, the TM can see the usage of the customer and, likewise, if their bills are paid or not. The OMS is also functional in teleshopping applications. Unlike the previous CTI which is only applicable in DCE and IDC applications. Of course, this new technical set-up would not have been possible without our very own Nina Ortiz and Dondee Lagman, through their coordination with PIMS IT Manager Mr. Rommel Frias, Technical Department Head Mr. Jimel Valera and the people of Sales and Billing Department. The OMS will be in service soon. |
