Relay brings together customer dialogue and data from your ERP and CRM, so you avoid much of the manual groundwork. Get draft replies, quotes and order details ready for review. You keep the approval.
You can keep using Outlook and your existing systems.
The customer writes a few lines. Before anyone can reply, the information has to be found in several systems and often from several colleagues.
Illustration of a typical process. The questions are examples of what needs to be clarified along the way.
Illustration of a typical process. The questions are examples of what needs to be clarified along the way.
Relay works between your customer emails and the connected ERP and CRM systems, and prepares the work up to approval.
An existing customer needs 200 cutting discs for delivery on 27 September and asks for a confirmation.
The email is linked to the customer. Previous agreements, activities and orders are gathered, e.g. an agreed freight price and the latest reorder.
The case is set up with a plan and a draft reply confirming quantity, delivery and price.
The reply is only sent once the employee has approved it. The same applies to actions in the ERP, if they're part of your setup.
What Relay does for you depends on the systems and rules you set up. Here are the four most important capabilities.
Relay links the email to the customer and gathers correspondence, previous agreements and orders around the inquiry. The employee gets a single starting point and doesn't have to search through the inbox and systems first.
Relay reads the inquiry and any attachments and writes a draft reply based on the customer dialogue and your way of communicating. Quotes, order details and order lists are prepared from the information the setup gives access to.
For each suggestion, the employee can see which systems Relay looked up and what in the email the suggestion is based on. The suggestion can be edited, accepted or rejected. Sending and actions in the ERP require approval according to your rules.
Customer history, agreements and responsibility are in one place. Everyone can see who owns the customer and what has been promised. When a colleague is away, or a case changes hands, the next person can continue without starting over.
This is what a customer looks like in Relay: dialogue, data, suggestions and responsibility on one page.
Swipe to see the whole customer page.
All correspondence with the customer in one place.
Promises, agreements and activities from the dialogue and the connected systems.
Relay's suggestions wait until an employee accepts or rejects them.
The employee who owns the customer and follows up.
Together with you, BCT clarifies which workflows, data sources, responsibilities and approvals Relay should follow, and adapts Relay accordingly.
You can start with one well-defined workflow and expand once it works.
Example from Relay's administration: For each tool, you choose whether Relay may not use it, may only read, or may also write.
Example from Relay's administration: For each tool, you choose whether Relay may not use it, may only read, or may also write.
Book a demo, and let's start from your customer inquiries, systems and workflows.
You can also write to info@blackcapitaltechnology.com or call +45 39 39 42 43.
Relay · Case #0023
