|
Notice - This software is a beta version.
Support is provided by email only and the
documentation included in the system may not be accurate.
Full Serve is an Opportunity delivery
system. The system is designed
to:
- Discourage Prospects from shopping once
they leave your web site.
- Deliver the
Opportunity to your Representatives anytime and anywhere.
- Maintain a healthy competition amongst
your Representatives.
- Provide for Opportunity
"ownership" to remove confusion amongst Representatives.
- Maintain an Audit trail of
Representative Opportunity management.
- Provide export
capability to feed CRM
- Provide historical
reporting
How does Full Serve work?
Full Serve receives an inquiry from a shopper visiting your web site,
redirects the Shopper to a Thank You page and emails the Shopper notification of the inquiry's receipt, stores the
details in a database on your server, and notifies your Representatives by email that an
Opportunity awaits them in Full Serve. The countdown begins. Full Serve makes the Opportunities
available for your Representatives from any web browser. Full Serve
maintains a Management accounting of Opportunity responses including
timeliness and content. Full Serve provides your Administrator with the
tools needed to manage your users' profiles.
Representative (Rep)
Features
- Opportunity Notification
- Login
- Rep Home and Opportunity Listing
- Opportunity Detail
- Opportunity Ownership and Response
- Opportunity
Export
Manager Features
- (All of the above)
- Manager Home
Administrator (Admin)
Features
- Administrator Home and User Profile
List
- Full Serve Workflow Files (.rsa)
Representative
Features
Opportunity Notification
Targeted users are notified of Opportunities via email. In order to
serve those that prefer a different email address when not in the office,
Full Serve provides for an "alternate email address" in the
User's Profile. Full Serve will send notification to the default and
alternate email addresses for all user specified in the Full Serve
Workflow file. See the Administrator to make changes to either the User
Profiles or the Full Serve Workflow files.
Login
For all interaction and management of Opportunities, the user will login into
Full Serve. The Full Serve system is available from any web browser. A
link directly to the system is provided in the email notification. You
will provide an email address and a password. If you forget your password,
it can be emailed to you from the login screen by clicking the "email
my password" button. Once logged in, you will be taken to your Home
Page based on your role in the Full Serve system.
Rep Home and Opportunity Listing
The Rep Home lists your opportunities with those that are newest and
unread at the top of the list. You can read any Opportunity's details by
clicking on the Opportunity Type link listed with that Opportunity. You
can choose to export (see below), archive or delete opportunities by filling the checkboxes to the
left
of the opportunities and clicking the actions above. You can change your
view to include Archive items. Depending
on your role in the system, you will have links to other views available
as well. The Manager and Administrator have the ability to delete
opportunities from the system completely. The list includes information
including Requested (the time the Shopper sent the inquiry), Responded
(the time that the first Representative took ownership of the Opportunity
and responded to the Shopper), Response Time (the amount of time that
passed between the Request and the Response in (d)ays, (h)ours, and (m)inutes),
Owner (the Representative who took ownership and responded), Reps (a list
of the representatives that were offered the Opportunity), Opportunity
Type (the type of the Opportunity as you might receive inquiries on a
number of products and services).
Opportunity Detail
On this screen, you can see the complete content of the inquiry made by
the Shopper as formatted by the Full Serve Workflow file. At the bottom of
the page, you can choose to take ownership and respond to this inquiry or
you can choose to return to your home page, leaving the Opportunity
available for another Representative.
Opportunity Ownership and Response
Once you have chosen to become the owner of an opportunity, you will need
to respond to the Shopper. Based on the information provided by the
shopper, the time and you resources, you might choose to email or phone
the shopper. If you choose to email, Full Serve will help you by providing
an area for your response, by adding your Signature and contact
information to the bottom of the email, by sending the email to the
Shopper and by sending a copy of the email to you for your records. If
you instead choose to talk directly with the Shopper, you can use the memo
area for personal notes and Save those notes. Full Serve will email the
notes to you for your records, but nothing will be sent to the
Shopper.
Opportunity Export
From the Rep Home, you can check items across several pages. Once checked,
you can "export" to begin a multi-step wizard that will create and offer
the option to download a file that is compatible with your CRM or Contact
Management system. Once exported, the checked items are automatically
"Archived".
Manager
Features
Manager Home and Opportunity List
The Manager Home lists all of the Opportunities in the system along with a
detailed history of when, who and how they were handled. Opportunities
that are newest and have not been responded to are listed at the top. You
can choose to view any opportunity details by clicking on the Opportunity
Type link listed with that Opportunity. As with a Representative, you can
take ownership and respond to the Opportunities that are available. The
Manager and Administrator can check items and "Delete Checked
Items" which will remove the items from the system permanently.
Depending on your role in the system, you will have links to other views
available as well.
Administrator
Features
Administrator Home and User Profile List
The Administrator Home includes all of the Users in the system and their
profile details. Users can be added, removed and edited as needed. The
Administrator account is permanent with the email address ("sa") no
quotes. Please
note that there must always be at least one User with the role of
Administrator. Depending on your role in the system, you will have links
to other views available as well.
Full Serve Workflow Files (.rsa)
These files are utilized by the Workflow Core (Cibeo Resara) to deliver
notifications and responses, format the content of the Shopper's inquiry,
and store the Opportunities with Full Serve System. The tools required to
make changes to these files are under development. Do not attempt to edit
these files directly. Contact
Cibeo for assistance in editing the Workflow
files.
|
