Bill Woeste, president of Beechmont Motors Inc., which operates seven car dealerships in Cincinnati, is an early adopter of a service recently moved online by Cincinnati Bell Telephone. The service, Call Analysis Online, is based on a product called TeleSmart Web, developed by OneLink Inc. Call Analysis Online customers have access via the Web to information about their company's calling patterns that can be used in marketing and operations. OneLink provides the service, which is rebranded by Cincinnati Bell. OneLink taps into Cincinnati Bell's call records to take raw data about individual customer calls, then uses it to create up to 80 reports, charts, and graphs.
Reports are available to customers based on call data from two days earlier.
We spend a lot of money on advertising, and this helps us determine where and how to place ads. Internally, Beechmont uses it to monitor employee productivity. You can easily see the top 10 most frequently called numbers, so we know if an employee is abusing phone privileges. Cincinnati Bell can improve customer loyalty by offering a value-added service such as Call Analysis Online, says product manager Darrick Zucco.