Common Applications
HyperBase
is designed to enhance existing business processes; this is
accomplished through automation, archiving, remote access and robust
access permissions. Provided below, you will find a few examples of
some of the most common HyperBase applications among our customers.
Lead Tracking System and CRM
HyperBase
is designed to enhance existing business processes; this is
accomplished through automation, archiving, remote access and robust
access permissions. Provided below, you will find a few examples of
some of the most common HyperBase applications among our customers.
Overview
CRM
applications are among the most popular SaaS solutions, and perhaps the
most common HyperBase application. The lead tracking system is a small
scale Customer Relationship Manager with integrated workflow to manage a
prospect through a sale cycle and even post purchase through ongoing
communication and status updates. Often this HyperBase CRM is integrated
with a lead tracking system or a support ticketing system to create a
one stop resource for all of your prospect and client interaction.
Challenge
Often
businesses approach HyperOffice looking for a system to manage their
unique sales cycle. Surprisingly, many of these organizations still rely
on physically circulating documents throughout the office or shared
spreadsheets to manage their leads. With the pace of business rapidly
increasing, electronic automation is not only becoming standard, but
essential for the longevity of any business in the digital age.
Solution
A
HyperBase Lead Tracking System is designed to automate and streamline
an organization’s unique sales cycle. In the most common implementation
of a HyperBase Lead Tracking System, the process would be initiated with
the lead input, it would then be assigned to a representative
internally. Following assignment, the lead would be updated through the
stages of the sales cycle and notes would detail its progress until the
lead is marked as closed or lost. To increase accountability, management
has a searchable master view of the system that allows them to check
the status of any lead regardless of status or assignment.
Typical Lead Tracking Process
Lead Input:
With
HyperBase the input of leads to initiate the process may be
accomplished two ways, the first is through a web form that may exist on
your public website or internally that allows for the visitors of your
site to input their own information and place requests, the second way
is through a spreadsheet import contacting lead contact details. These
methods may be used together or independently depending on your desired
scenario. Automatic email notifications are often used at this stage as a
confirmation for the prospect submission as well as an internal
notification of a new lead.
Internal Assignment/Initial Qualification:
Once
the lead has been entered into the system it is placed in a list of
unassigned leads. From this point, an individual designated to
distribute the leads is able to attach notes to the new lead and assign
it to a sales or marketing representative internally.
Initial Contact:
Once
the lead is assigned to a sales representative, they will receive an
email notification to inform them that a new lead exists in his online
HyperBase lead list. From this point the representative may work from
their list to contact the leads assigned to them and update the leads
with applicable notes.
Status Update:
Once the lead is
placed in process by the sales representative, HyperBase allows you to
automate the sales cycle based entirely on your individual business
needs. Notes and status updates may be made at anytime to assist through
the sales cycle.
Closed Leads:
Leads remain in the
status update list until they are closed by the representative. At this
point, the Lead Tracking System may be integrated with a CRM to manage
the ongoing relationship with the client.
Support Ticketing System
Overview
The
Support Ticketing system has been used to streamline the submission and
processing of requests internally within an organization and also as a
client ticket system. Typically, the support ticket system is applied
within the IT, billing, or client support departments.
Challenge
As
support teams struggle to manage internal company and external client
requests, it is essential that a strong system is in place to see each
request through its completion and document effectively. The management
of requests internally within an organization are often initiated
through email and managed individually– frequently designated by
department. Common examples of these business processes include billing
requests, technical support requests and client requests.
Solution
A
HyperBase Support Ticket System is designed to automate and streamline a
request and follow-up process internally within an organization or
department. In its most common implementation, the Support Ticket
process would be initiated with the initial request, it would then be
assigned to a support representative internally, following this the
ticket would be updated through the applicable steps and escalated in
necessary, and notes would detail its progress until the lead is marked
as resolved. To increase accountability, management has a searchable
master view of the system that allows them to check the status of any
ticket regardless of status or assignment.
Typical Support Ticket Process
Ticket Input:
With
HyperBase the input of a ticket initiates the process may be through a
web form that may exist on your public website or internally on a
company intranet portal.
Level Assignment/Initial Qualification:
Once
the ticket is created, it is placed in a list of new and unassigned
tickets. From this point, an individual designated to manage the
assignment phase qualifies the ticket, adds notes and assigns it to a
Level 1 support representative for follow-up.
Initial Review:
Once
the ticket is assigned to a sales representative, they will receive an
email notification to inform them that they have been assigned a new
ticket and any notes that were attached by their manager would be
included as well. From this point the representative may work from their
ticket list to work on the leads assigned to them and update them with
applicable notes.
Status Updates and Escalation:
Once
the ticket is placed in process, HyperBase manages the ticket through
status updates and escalation to different levels of support or
management. From this stage, much of the status updates and notation
occurs.
Closed Tickets:
Once a ticket is marked as
closed it is transferred into a searchable list of closed tickets. At
this point, the Support Ticket System may be integrated with a CRM to
manage the ongoing relationship with the client.
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