Bill Woeste, president of Beechmont Motors Inc., which operates seven car dealerships in Cincinnati, is an early adopter of a service Cincinnati Bell Telephone recently moved online. The service, Call Analysis Online, is based on a product called TeleSmart Web, developed by OneLink Inc. Call Analysis Online customers have Web access to information about their company's calling patterns that can be used in marketing and operations. OneLink actually provides the service, which is rebranded by Cincinnati Bell. OneLink taps into Cincinnati Bell's call records to take raw data about individual customers' calls and then uses it to create as many as 80 different 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 can see if an employee is abusing phone privileges. Cincinnati Bell product manager Darrick Zucco says by offering a value-added service like Call Analysis Online, the telco can improve customer loyalty. It also helps us retain business from customers that use other products, like T1.