Customer Success StoryCar-Tel improves service quality by going mobile
- Better track field productivity
- Better track customer leads
- Improved tracking of employee productivity
- Improved lead tracking using rich data capture features
- Polished corporate image through using mobile solution to serve customers
Communicating better results
Keeping tabs on multiple field representatives is no easy feat for any organization - especially in conjunction with daily core business activities. It's a process that Car-Tel Communications, an authorized AT&T retailer, knew it needed to greatly improve.
With 10 retail stores spread out over New Jersey and Pennsylvania, Car-Tel has been helping clients with communications needs since 1985.
As part of its sales process, Car-Tel has approximately 50 representatives in the field, attending events and other activities, networking and soliciting prospective clients. However, one big challenge for its managers was to better track and evaluate the productivity of its on-the-go reps.
"We have an extensive team of field representatives, but we didn't have a uniform process in place to track their whereabouts, leads or client updates," explains Kelly Collins, Car-Tel Communications Marketing Director.
Car-Tel would send representatives out to distribute flyers or attend events, without a method of proof or follow-through. Moreover, in the absence of a uniform reporting process, some leads that were being generated from events (ex. the collection of business cards) would fall through the cracks.
Collins decided to implement ProntoForms to help tighten up Car-Tel's processes. A real-time mobile form solution that works on any smartphone or tablet, ProntoForms also ties in easily with any back office system, and connects with popular cloud services. Featuring dynamic form features, ProntoForms helps businesses go paperless and better collect and communicate data.
Since ProntoForms works with multiple operating systems and devices, representatives were able to download the App onto their existing smart devices.
The ProntoForms GPS and time stamps definitely show Collins and Car-Tel whether a representative has attended an event or not. In addition, using the mobile form's ability to integrate signature, photo and barcode captures, representatives are able to snap a picture of client business card and submit it with the form. For Car-Tel, the photo capture ProntoForms feature acts as a contact fail-safe and ensures that no lead goes without a proper follow-up.
"Today, we have a better picture of what our reps are doing out in the field. ProntoForms allows us to have a greater accountability mechanism in place."
Collins also says that as a bonus, whenever a potential client notices one of Car-Tel's reps using ProntoForms on a mobile device, they're instantly more intrigued about the overall communications possibilities that Car-Tel can provide for them.