Hi,
Thanks for clarifying. Below is a more in depth explanation of the process:
Answering the Call:
When a customer reaches out via phone, a team member in our sales team picks up and opens onenote.
Logging the Call:
Once connected, the team member opens the shared OneNote notebook (in the picture attached) dedicated to our sales department. Within this notebook, each team member has their own designated page.
Using the Template:
On their page, the team member finds a pre-made template ready for logging the call. This template is standardized, containing fields for essential information such as the customer's name, phone number, and details about the conversation.
Filling out Details:
The team member quickly fills out the template with the specifics of the call. They jot down important points discussed, any actions to be taken, and any follow-up needed.
Saving for Reference:
Once all the information is recorded, the team member saves the updated template on their page. This creates a historical record of the call, which can be referenced later if needed.
Ensuring Transparency:
Since the notebook is shared among the team, every member can easily access and review the notes from any call. This fosters transparency within the department, as everyone is aware of the interactions with each customer.
Managing the Volume:
Over time, as more calls are logged, the pages can become lengthy. While the history of customer interactions is valuable, the sheer volume of notes can make it cumbersome to navigate.
Proposal for Improvement:
To address this challenge, we're considering implementing automation. By developing a macro or tool, we aim to streamline the process of creating and managing these notes. Additionally, we're exploring options for automatically archiving older notes to keep the notebook organized and efficient.
Conclusion:
Our current process ensures thorough documentation of customer interactions, promoting transparency and accountability within our sales team. By exploring automation options, we strive to maintain these standards while enhancing efficiency and organization.
Objective:
Enhance efficiency and organization in the customer call logging process within the sales department.
Current Process Overview:
- Individual OneNote pages are allocated for each employee in the shared notebook.
- A standardized template is utilized to record information about each phone call, including customer details.
- Manual copying and pasting of the template are required for each conversation.
- Accumulation of notes on each page leads to inefficiencies in navigation and management.
Proposed Solutions:
- Automation for Note Creation:
- Develop a macro or automation tool to generate new notes based on the template.
- Eliminate manual copying and pasting, ensuring swift and consistent note creation.
- Archival Automation:
- Incorporate a feature to automatically timestamp each template creation.
- Implement criteria for archiving notes based on their age to maintain organization and prevent clutter.
