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Direct Sales Management (DSM) Service excellence at every touchpoint

A high degree of manual work involved in handling customer concerns and requests causes inefficiencies when advising customers. But it doesn’t have to be this way: If your customer advisors have a process-based system with the seamless integration of all interfaces to support them, they can focus entirely on their customers. The Direct Sales Management solution is an effective tool for your direct sales organization, benefiting you with automated processes and a 360° customer view.

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Status quo How does service excellence work?

Direct sales organizations are often overloaded with manual activities and handicapped by their disjointed business systems that require a lot of training. As a result, they cannot resolve customer requests or concerns in one contact, and their companies cannot track the lost lead rates seamlessly. On the other hand, CRM systems with a high degree of automation provide cross-divisional support to insurers and facilitate the automatic follow-up of lost prospects.

Your challenge Creating a seamless service experience

The targeted handling of customer concerns and requests combined with targeted offers is the key to a new level of customer support today. Unfortunately, business processes are often not linked yet and cannot be cataloged consistently. What’s negatively affected by this is your customers’ service experience.

How you can benefit Higher quality with integrated system landscapes

From the application, regardless of the channel the customer uses to submit it, to contract conclusion and transfer to policy issuing, a CRM system can handle all of it. Of course, this also includes black box processing, process management and outbound calls for quality assurance. And the intelligent system supports your customer advisors with next best offers and next best actions.

Our solution Easy-to-achieve sustainable success with BSI

With DSM from BSI, you benefit from a 360° view of your customers. In addition to all relevant facts, you have even current and recent correspondence in front of you. Automated customer journeys facilitate the individual follow-up of uncompleted requests or concerns and ensure significant efficiency gains in customer support.

Why choose Direct Sales Management (DSM)?

↓ 10%

Less lead loss

↑ 10%

More cross-selling and upselling

15–30%

Efficiency gains with automated support

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Gudrun Neumann, Head of Contact Center – Direct Sales, Münchner Verein

The application’s intuitive administration and automated reporting leave nothing to be desired. For us, the biggest win is that we can support our customers individually because we have the seamless contact history.

Related Capabilities

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BSI knows your business

Whether sales, marketing or service: you can put our two million code lines and promising solutions together with equal ease – through uncompromising technology, a highly flexible data model and a captivating user experience.

Marketing

Set up trigger-based, highly personalized customer journeys within 15 minutes with BSI. They help you provide an unforgettable experience and maximize your business success.

Sales

BSI offers a central, virtual advisor workstation with access to all relevant customer information. This improves the chances of a successful business conclusion.

Service

BSI’s guided processes enable more efficient handling of customer issues. This saves you time and money in the long term, and makes your customers happy.

Insight

BSI provides you with powerful analytics, clearly arranged reporting dashboards and the possibility of data-based challenges to your decisions. BSI is your direct access to business intelligence.

Have we sparked your interest?

Let us show you how BSI can help you.

Oliver Hechler, Creator of Customer Delight

+49 89 189 170 912

oliver.hechler@bsi-software.com

BSI for your industry

Banking, insurance, retail are three core industries; three strong communities with “Be Involved” processes. And with BSI, a guarantee of more than just three advantages. We speak your language.

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Banking

BSI is perfectly geared to the regulatory requirements of the banking market, and helps you digitize your customer relationship.

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Insurance

You can not only design the internal processes of your highly complex sales structures to be more efficient, but also enhance the customer experience.

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Retail

BSI supports you with seamless processes along the customer journey – from the cash register to the contact center.