Complete oversight on all calls and SMS from the office to the field
See real-time insights from customers and prospects anywhere
Green Plains Inc. is a leading bio-refining company focused on the development and utilization of fermentation, agricultural and biological technologies in the processing of annually renewable crops into sustainable value-added ingredients.
The major problem Green Plains had was no visibility of customer/farmer conversations that were happening on employees mobile phones. Spoke has been able to solve this issue with a customised solution.
Full visibility of every customer conversation
Green Plains had little oversight of their field merchants interacting with clients on their mobile devices and 50% of all customer interaction are on mobile so this was a big gap in their data. Note taking was done by hand and hard to add into the CRM retrospectively.
Spoke has enabled full visibility over customer conversations no matter the location. As a mobile first communication tool Spoke allows employees to use their personal mobile devices but keep personal and work conversations separate.
Green Plains decided to record 100% of merchant mobile business conversations and add all unknown contacts directly into their Microsoft Dynamics CRM.
“Historically we were missing the ability to capture customer data from cellphone calls. Now with Spoke, our employees are getting credit for the work they have done.”
Streamline customer conversations
Green Plains found it difficult training new field merchants to extract and present correct customer information.
Once Spoke Phone application was deployed to all merchants they then provided tailored training on the application’s features with a focus on guided forms.
Guiding merchants via conversations forms ensures they gather key information on every customer interaction to ensure good outcomes & compliance. Whilst providing, support and resources to ensure successful merchant adoption.
Green Plains now has a mobile first solution that enables totally visibility of every customer interaction no matter where.
See real-time insights from customers and prospects.
Improvements in training for employee with Spokes capabilities.
Custom call disposition/guided conversation forms to guide calls for better outcomes on mobile.
Mobile first solution with all the features and more.