IFS SCRM 12.2 introduces a new way to view the pipeline and two new reports. The pipeline was updated to have the ability to view it at a contact level. The new reports will provide insights into customer service owners' performance. This release also includes various improvements in existing functionalities.
New Pipeline Features
The pipeline can now be viewed at a contact level.
The contact displayed is the main point of contact of each company in the pipeline.
This provides users with another way to view the pipeline according to their needs.
Two new reports have been added - Customer Service Owner Activities & Customer Service Owner Lane Conversion.
Customer Service Owner Activities Report
This report allows users to view the number of calls, emails, and meetings of customer service owners per month, year, and avg per month.
This report also includes a line graph that helps users visualize and compare the performance of all customer service owners and their average.
Customer Service Owner Lane Conversion Report
This report shows each customer service owner's lane conversion (how many lanes were awarded versus their total created) and helps you compare it with the rest of the team.
This report also includes a line graph that helps users visualize the lane conversion performance of all customer service owners and their average.
When filling up an in person cycle, SCRM now suggests addresses for auto-complete.
When replying to emails in SCRM, users now have the option to create a follow-up.