Front-End Standardization

Recent posts described achieving efficiencies through the use of M.O.M. and SiteLINK. That’s certainly one benefit when working with such an integrated solution, but these efficiencies must often be complimented by standardized front-end practices and procedures.

During the training seminars we often talk about using some sort of consistent naming convention for information that’s often looked up, such as products, source keys, etc. Source keys, for instance, allow 9 alpha numeric characters. At Dydacomp we use the first two positions for whatever publication, trade show, search engine, etc., that’s being advertised in. Then there’s a dash as a place holder, Then come the two digits for year that’s being tracked. There’s another place holder dash. Then the month of that the source. Suffixes are optionally used to represent different mediums. In our case it might be a display ad, a trade show, a space ad vs. a classified ad, etc.

So the ACC05-04T is the Annual Catalog Conference in April, 05, and this happens to be the trade show. All of the years and months are neatly aligned in a column in a report or a lookup. Using similar conventions that work for you in your business have other dividends. Similar data, whether it’s a product, a source key, a catalog code, etc., will be grouped for easier analysis and look up.

There are other forms of standardization that come into play when working with clients. Brian Banko of M.O.M. Helpers has often suggested using the script feature in the Contact Management Module (CMM) as a way to standardize customer communication. Mr. Banko further suggests that this setup helps guide the CSR through situations that they may not deal with regularly. This helpful tip allows CSRs to consistently deal with such situations as declined credit cards, back ordered items, or a question about shipping. The scripts can act as guidelines to formalize what can be difficult situations, make the interaction more consistent, and give callers a higher degree of service.

For instance, when a customer calls about a back-ordered item, the CMM script can step the CSR through the defined questions about looking at the order for an expected delivery date, determining a substitute product and how to get it onto the order, etc.

Scripts can be set up in Maintain menu under Advertising Information\Telemarketing Scripts and can be accessed in the Phone Contact tab when the CMM is installed.

How have you standardized some of your front-end practices and procedures to help your organization run more smoothly?

Stephen Miller
Dydacomp

2 Responses to “Front-End Standardization”

  1. WHGear says:

    When you say Contact Management Module, are you referring to the Telemarketing Management Module? I see no Contact Management Module listed under the available or installed Modules on my system.

    Also it would be nice if this Blog could be set up to email me when comments are posted to Posts I have commented on or are otherwise interested in. Am I missing this or is this not possible?

  2. Administrator says:

    Yes, sometimes we use the older phrase Telemarketing Management Module (TMM) with the newer way that we refer to it as the Contact Management Module (CMM). The idea of telemarketing or out-bound calls only doesn’t do the feature justice in what it can be used for. Sorry if there was confusion about this.

    From what I understand about which company I assume you to be from, the license of M.O.M. that you company uses seems to have the TMM/CMM. I’d like to confirm this, so call me at 800/858-3666 x229.

    After this, let’s get you into the M.O.M. User Forum if you’re not already there. The technical questions, such as carting, are best and more immediately answered within support, whether on-line in the forum or through technical support via phone, e-mail, or fax.

    Regards,

    Stephen Miller
    Dydacomp

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