If your business fields a lot of phone calls, accurate record keeping is an important part of your interactions with customers. SQLWorks includes a Phone Logs tool to keep track of calls, to manage workloads, and to produce valuable insights from this data.
The Phone Log itself can be found in the Navbar under CRM (1), and opens a table showing all recent phone logs to your business, who called, and other information. SQLWorks does not record audio from phone calls (unless uploaded), but creates a convenient admin trail for tracing calls and the work that was associated to them.
Pressing ‘F6’ at any time in SQLWorks opens the window to create a new phone log (2), and this can be launched quickly during/after a call. Choosing a company from your company’s list opens its lists of contacts, and the user can either select a known contact (automatically entering all their details) or right click on the contact list to add a new caller’s details.
Below this are fields for giving the detail from the call to a SQLWorks user within your company (e.g.: for assigning a new task) and you can choose a user/group to email with the call detail.
On the right hand side of the new call log window are tabs to simultaneously create new tasks, project links or sales leads using the data from the new phone log (3.) Each tab automatically copies across the data from the phone log, and provides the extra fields needed to also create these new entries, for example: task priority or lead conversion chance.
When new phone logs are saved, they are logged to the phone log table itself, and under each specific company’s Phone Logs tab in the company’s list. If used, the task, project and lead tables also receive the new entries.
SQLWorks phone log is an immensely versatile tool, which forms the backbone of a structured help desk or office environment – helping to keep track of call volumes, agent workloads and customer interaction. The phone log itself can be exported with timestamped entries for further analysis of busy periods or repeat customers, and by clicking ‘Reports’ users can produce reports on number of calls received from a list of companies.
The new phone log screen (remember: press F6!) can be customised extensively by the SQLWorks team to record information commonly taken over the phone from enquiries to your business, and to help you populate the task list, advance projects or manage sales leads elsewhere in SQLWorks more carefully.
For CRM support and advice, contact the SQLWorks team today.