Call Center Sales Pro increases sales productivity with CRM Canvas

The company

Call Center Sales Pro (CCSP) is a telephone answering service, BPO, and contact center consultancy headquartered in Knoxville, TN, with a brand family extending their reach across the country.

Introducing Canvas

As Zoho has begun rolling out Canvas, CRM's new customization tool, CCSP has been reevaluating work processes to make them more efficient. With Canvas, users can edit records so that the most relevant information is the most easily accessible. Marc Fishman, Director of Sales and Marketing for CCSP, started with the idea that Canvas introduces a conversation he can have with his sales people about what they need to make their jobs easier, and the UI/UX tools to give those things to them. When it comes to sales, speed is the name of the game. Fishman said, "All my team is honestly looking for is a way to shave down extraneous time — and Canvas clearly allows me to make their lives easier." Every decision Fishman makes when working on CCSP's workflow comes back to this idea.

Fishman has spent time building out modules and records based on what he thinks will be most useful, but he doesn't spend his day-to-day calling leads. That's why it's been so important that he's able to build, get feedback from his team, and reorganize. "When I showed them what I did initially, they all immediately jumped on it with how things should be changed. We care most about open activities and notes, so those have to go at the top. Putting the buttons in plain view," said Fishman.

Benefits and ROI

Efficiency from call to call makes a huge difference in an effective customer relationship environment, and is even more important in the call center space. Another common issue is losing time to training people on a system. If a system is perfectly structured, but no one can learn or remember it, then it's not working. Canvas lets Fishman build these records to be both efficient and intuitive. Fishman said, "I was showing the newbies yesterday all of this and showing them the CRM, told them I know it looks confusing, but when I showed them the canvas layouts we were working on they understood those much faster." Canvas gives Fishman the tools to let his team spend more time working with customers and less working on software, while at the same time maximizing the time he does choose to spend customizing their system.

Looking ahead

And with over 20 years as a graphic designer, Fishman knows the impact design can have. "Having Canvas at my disposal allowed me to tackle reorganization of our CRM from the perspective of a user interface designer, tap into my roots, and develop modules that cut out the filler and place the most relevant information and actions all above the fold," he said. Call Center Sales Pro is already looking forward to the impact this will have on their team productivity and sales in the long run. "In time, we know this will enhance and improve reaction time, as well as shave seconds off each lead interaction made by the team," said Fishman. They plan to continue implementation across many crucial areas of business while enjoying the benefits their sales team reaps from having the information they need, in a format they understand, exactly where and when they need it.