Fast and efficient system to retrieve data

What are the best aspects of this product?

I think that Workbooks is a great system for retrieving caller data, as it records literally every detail concerning leads and cases coming to the Company's 0800 number. When you create a lead, it adds both the person and the company, which automatially cuts time for importing cases separately. We are even able to track certificates we didn't receive back, and to check the record of a client while speaking with him on the phone. Consequently, we provide information straight away, and customers are very satisifed with it.

What aspects are problematic or could work better?

I don't like that all activities are stored in one place, it confuses me some times. I had few cases where a user calls a site on 2.6.15, and than on 5.6.1 after few minutes, the two calls are considered the same, as there are no date/time detailes. Obviously, it takes me a while to decipher what actually happened. Another thing where Workbooks doesn't exactly shine are notifications, people happen to dismiss them a lot. The previous CRMs I used were more precise, and they had breakdown pages where all previous jobs and outstanding achievements were divided in categories, and the visual boards were marked with different colors to avoid confusion (red records were immediately filed to the managers). There are many competitor programs that do this traffic light system (Green for current cases, Amber for approaching deadlines, and Red for Overdone), so you get to the record you want quite fast. Workbooks doesn't have this, together with the fact that it assigns a single person per record.

What specific problems in your company were solved by this product?

All information is stored in one place, so we are quite clear with what we are doing, and we are not losing time. We can browse all employees, learners, or company websites, and check what is happening there. We also get to chase the certificates, which is how we solve problematic issues accurately and on time.

Are you a current user of this product?

Yes