Improve Customer Interactions with mySAP CRM Interactive Scripts

  • by Alan B. Smith, Assistant ERM Project Manager, ITSD, City of San Antonio,
  • April Lerner, ERM Project Specialist, ITSD, City of San Antonio,
  • B. J. Le Gras, Senior Analyst, Information Technology, Tesoro Corporation,
  • Steve Burrell, ERM Project
  • April 15, 2006
Interactive scripts guide users through customer contact to ensure accuracy and quality. However, if you do not exercise controls on the quality, length, and construction of the scripts, you can experience call quality degradation and long call times. By employing the guidelines and standards defined here, agents can achieve an acceptable balance between cost and quality.
Key Concept
Interactive scripts are texts that appear in the mySAP CRM Interaction Center to guide agents through customer interactions by moving them through a series of steps. These steps may include questions with predefined answers, open fields for text entry, business transactions, or links to Web documents.

To customers, your call center, help desk, or service desk is probably the most important function in your organization. For many, this contact point is their only view of the service and professionalism offered by your department, even the whole organization. Customers demand shorter wait times, fewer transfers, and faster call resolution. Companies must satisfy these customer needs while keeping call times and the cost per call as low as possible. One tool that mySAP CRM employs to help companies achieve this is interactive scripts.

Say someone calls city hall to report ponding, or standing water, which is a breeding ground for mosquitoes. The city hall could route this problem to one of three different organizations depending on the location of the water. Not getting the right service request with the right information to the right organization is costly to the city and annoying to its citizens.

If the problem is in a park, the agent creates a service request for the parks and recreation department, including the pertinent details, such as park name and location. If the problem is in the street or on a sidewalk, the agent creates a service request for the public works street maintenance division and includes the cause of the drainage problem (if known). If the problem is on private property, then the agent creates a request for the public works storm water engineering division. While this process relies on the caller’s knowledge, an interactive script helps to increase the probability of identifying the problem correctly the first time.

Alan B. Smith

Alan Smith is an assistant project manager for the IT department for the City of San Antonio. He is a former US Army captain and certified Project Management Institute PMP. Alan has worked on IT projects for nearly 10 years. He is currently working on an IT service management implementation using IT Infrastructure Library (ITIL).

See more by this author

April Lerner

April Lerner is an ERM specialist on the payroll/time management team in the City of San Antonio’s IT services department. April has more than five years of SAP experience in CRM and R/3 HR Time Management and is an SAP Certified Solutions Consultant in the mySAP CRM Interaction Center (IC) and mySAP CRM Service. She has worked in diverse positions in the IT industry for over 15 years.

See more by this author

B. J. Le Gras

B. J. Le Gras is a senior IT business analyst with the Tesoro Corporation. He has more than five years of SAP CRM and Materials Management (MM) experience. He has a background in integrated logistical support and currently serves on the IT supply and optimization team.

See more by this author

Steve Burrell

Steve Burrell is an ERM specialist on the financial solutions team in the City of San Antonio’s IT services department. Steve has more than five years of SAP experience in CRM, Sales and Distribution (SD), and Project System. He is an SAP Certified Solutions Consultant in the mySAP CRM Interaction Center (IC) and is a member of Americas’ SAP Users’ Group (ASUG).

See more by this author


Comments

No comments have been submitted on this article. 


Please log in to post a comment.

To learn more about subscription access to premium content, click here.