The Pain Point: Initially, Golden Snacks managed their telemarketing call logs using Excel spreadsheets—a decentralised approach that led to a host of inefficiencies. Without a centralized system, it was challenging to track which telemarketers were making calls, whether customers were being reached, and if call targets were met consistently. This lack of visibility hindered accountability and made it difficult to generate actionable reports.
As requirements evolved, additional challenges emerged:
- Limited Data Access: Telemarketers lacked real-time access to key store details (e.g., last call date, contact information, and owner data) essential for meaningful customer interactions.
- Cumbersome Order Process: Orders were placed outside the call logging system, forcing telemarketers to switch between applications like Omni—resulting in delays.
- Fragmented Processes: What began as a simple call log soon required integrated order placement and invoice tracking, complicating the workflow further.
What we did: We transformed the outdated Excel-based process into a robust, end-to-end telemarketing solution that centralizes and streamlines operations. Leveraging the Power Platform, our solution integrates data from multiple sources into one intuitive interface.
