Your call center operators take calls from numerous customers each day. They are measured on the quantity, speed and accuracy of their first call resolutions, meaning they need to be very efficient.

But, in order to answer a typical customer call, they need to access data in multiple systems – the CRM system for customer data, a separate knowledge base to access product catalogs, an ERP system for order details, billing information and other additional systems such as Google docs to access call scripts and procedural information. In the process, they lose valuable time, become easily frustrated and process fewer customer calls.

A faster, easier approach

What if you could provide a way for them to access all of this information on a single screen – rather than jumping through four or five different systems? How much time would they save? Would that translate into more customer calls? How would that impact your customer satisfaction? Your company’s business?

Now, with Mashmatrix, there is a way to provide all the information your operators need at their fingertips on a single dashboard. mashmatrix is an enterprise mashup platform which enables you to bring all the data that your reps could possibly need to work more efficiently without ever leaving your CRM system.

Mashmatrix enables you to “plug-in” information from external and internal systems (websites, files, ERP systems and databases) directly giving your call center operators access to the most up-to-the minute information while they are on the call, enabling them up to close more trouble tickets in the first call – and improving customer satisfaction.