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The Built-In Dialer for Pharma Distributors: Every Counter Call Logged on the Account

A good share of a distributor's order book never comes off a beat at all. It comes off the phone: the counter the officer missed, the urgent single pack, the chemist who rings the office at eleven and speaks to whoever picks up. That order gets written on the pad beside the phone and read out at billing. The built-in dialer starts the same call from the counter's record instead, and leaves the outcome sitting on it.

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Two phone rounds a day, and no record of either

The desk works two lists it can never see at the same time: who has not ordered this cycle, and who has not paid. Both arrive as printouts. A telecaller rings forty counters, gets through to twenty-six, and at day end the only evidence is a column of ticks whose meaning nobody else can read.

The collection round is worse. The same chemist promised a cheque last Thursday, and the only person who knows that is the officer who happens to be on leave. So the call is made again from scratch, the shop is asked the same question a second time, and the promise that was actually made is never checked. Meanwhile the counter that said call me after billing on the 5th is never called on the 5th.

Dial from the record, close with a dated next step

Calling starts on the counter's screen, where the last order, the open complaint and the ageing on the account are already visible. Every call is logged to the timeline with time, caller and duration, and closes with an outcome the desk chooses from your own list: ordered, no requirement, call after billing, cheque promised, wrong number. A next action with a date is required before the call closes, so a promise becomes a task. Call lists are built from any filter, such as counters with no billing in fourteen days or accounts past the credit period, and worked top to bottom.

More on the capability itself: Built-in Dialer. More on this industry: CRM for pharma distributors.

The overdue round on a Monday morning

The desk filters to accounts past their credit period and works the list.

  1. 1Each counter opens with its outstanding, its last order and the last promise made against it.
  2. 2The call is placed from the record and closed with an outcome and a dated follow-up.
  3. 3Cheque promised for Friday becomes a task on Friday, on the officer who covers that beat.

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