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One of W-Systems' customers needed a way to do a mass import and an advanced filter of leads. The customer receives thousands of emails a day to a designated email address in Gmail. They are a call center and receive leads from several different companies that send them contacts that didn’t immediately purchase something and need to be followed-up on.
The emails come through as an attachment in a .CSV spreadsheet file. Each of these spreadsheets are different because they come from different companies and have a different number of leads, different column names, and different data.
Sometimes the call center received emails that said “Do not touch” in the attachment's file name. Those contacts were people that were originally sent to the call center, but for some reason (maybe they placed an order in the short time from sending the email) they shouldn’t be called by the call center. These then would need to be suppressed or taken out of the CRM system and marked “do not touch”.
The task of sorting through thousands of complex leads was too cumbersome to be left as a manual process. W-Systems' customer needed this to be automated to reduce human error and excessive overhead.
The Solution: W-Systems automated the batch file importing of each .CSV file attachment and made the filter process easy to manage. Once the file is automatically imported into Sugar, the file is stored on the server. There are several batch definitions that determine what to do with the file. For example, the contacts in the file may need to be suppressed or the duplicates may need to be deleted.
There are several checks that occur next with the data:
This processes eliminated the manual importing of thousands of leads for the call center. It also structured the filtering process so that leads could be reported on and analysed. With the new batch importing system in place, the call center has entered over 120,000 leads into SugarCRM within weeks of deploying W-Systems' solution.
For more information on the batch importing system or other call center solutions, contact us today.