ECi M1 | Call Management

Call Management


M1 Call Management provides the channel for formally recording all communications with organisations.  Calls can be separated into different types.  This module enables you to build a complete history of conversations held with your customers and suppliers, you can even record your sent & received emails as calls.

The tracking information facilitates the analysis of all calls.  Review the time spent on calls, assign the call to the most appropriate person, record its priority.  From the call details, you can also create a Knowledge Base page.  This can be used for commonly asked questions. Knowledge Base Page Entry allows you to publish calls that can be formatted differently so they can be viewed by external people over the web.

Service Contract Maintenance screen gives you the opportunity to record contracts for customers who may have equipment that requires servicing. For example, 12 month warranty service agreement.


Time Tracking
M1 records the time the call is open.  Add extra time if required.  You can then analyse the time spent on various call types.


Create Options
From within the call, you can create a quote, order, job and/or AR invoice.


Service Contracts
Warranties and maintenance contracts can be professionally managed using Service Contracts.  State the start and end dates and the value of the contract.


Knowledge Base
Assists your employees and customers in responding to frequently asked questions relating to your products and services.


Create Page
From the call entry screen, you can immediately create a page in the Knowledge Base.  The Published checkbox is updated when a page is created.


Searches and Reports
Review call activity by using the standard searches or creating your own custom searches.  Standard reports provide statistical information relating to the calls you have created.


Emails & Email Attachments
M1 gives you the ability to store all your sent and received Outlook emails as calls, no cutting and pasting M1 is full integrated with Outlook.  You can even store your email attachments