CSRs are able to easily retrieve and toggle between multiple orders for a customer and make decisions based on the customer’s full order history. Variable scripts pop up to help your reps treat your customers exactly as you would handle the call yourself.
A Simple, Easy to Use System for Your CSRs
- Summary and detailed transaction history right at their fingertips
- Linked lookup so all activity for a member can be accessed from a single account.
- Ability to easily process reships, adjustments, post comments, modify continuity program options, defer dunning efforts, make upsell offers, cancel-save offers, etc.
- “Click to track” with link to carrier’s website.
- Agents can generate canned or personalized emails or letters directly from BMI Global-OMS®
Advanced Retention/Upsell/Cross-Sell Functions
- Customized Cancel-Save scripts and options
- Quick modification of options to meet new opportunities or challenges
- Automatic pop-up reminders for reps to make upsells/cross-sells
- Variable scripts/options at the program, offer, source or customer level
Options to Keep Your Customers Happy
- Flexibility for continuity members to change their product selection, quantity, frequency, payment method or other options
- Temporary change of address/alternate address (e.g. for “snowbirds”)
- Option to temporarily suspend shipments
- Variable Returns options – RMA, Merchandise Return labels, etc.
- Integration with IVR systems
- Online customer service functions so customers can help themselves