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SmartMove is connected to the phone system in your call centre so that the Dispatch Client will recognise the incoming number and, when available, the number the customer called, hence identifying the town.
When starting SmartMove, while entering your username and password, ensure the appropriate handset is selected. This handset selection is saved with the computer, so generally you should just have to leave it as it is.
The client will start as normal, the difference comes when you answer a phone call.
When you use your handset to answer a call, SmartMove recognises this, and will automatically fill in the telephone number in the booking form. The first time a phone number calls, it won’t help you much, but whatever information you enter with this number, SmartMove will remember.
Fill out the booking details as normal then hit F6 to create the booking as normal. I have created this as a pre-booking for 15:00.
That booking has been created and is in the system. This is where it gets interesting. If the same number calls again, SmartMove will display things it already knows about that phone number and presents them to you in a small pop-up window as shown below.
After a couple of days, there can be a lot more information / bookings associated with a phone number
Be aware, that if you choose to have SmartMove copy the detail of a previous booking/address; it will copy the Pickup address, and also any attributes which were used for that booking. This is useful so that certain customers always get WAT vehicles, even if the operator might forget to add it. Information can be put into ‘Caller Notes’ about a particular phone number, and this will be filled in for the operator every time that phone number is used. This does NOT go to the driver or customer, but is there for the operators to keep notes.
Integrating with the phone system should help improve the service to the customer, as well as making life for the operators easier. Reducing double booking for customers, and quickly skipping to a customers prebooking are just a couple of the benefits.
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