CallSource offers a suite of call tracking, reporting, and analytics products aimed at optimizing sales and marketing calls. Features include call recording and tracking, call analytics, and performance evaluation.
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Kickserv
Score 9.3 out of 10
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Kickserv is a field service management solution, headquartered in Austin, Texas. It includes features such as dynamic scheduling optimization, invoicing and online payments, and detailed reporting.
CallSource was great at seeing where we were failing as a company on the phone calls. It allowed us to tighten up a few spots to close those gaps and increase our call performance.
We use KickServ for nearly every aspect of our operation and cannot think of a scenario when it is "inappropriate" or "less appropriate". It is the backbone of our operation and is used for everything from data gathering to estimates to invoices to payments and accounts receivables to reports to tracking to storage of photos and past invoices. Better searching abilities would be good instead of having to create tags for things we don't know we are going to need later.
The reporting is easy to access and use with little to no training. Pretty straightforward.
It does what it's supposed to -- creates usable tracking numbers, with added features like call whisper and call notifications that can be sent to a number of email addresses.
It can be integrated with our CRM, Salesforce, for ease of use!
Organization - keeps everything organized nicely and has several different filters that you can use to view only the information you need.
Simple website - this was important because you want it to load quickly when you are in the office and on the road.
Database - keeps track of the things that you enter. This is nice when trying to get information on a product or a price when requested by the customer.
Phone Call Recording: The only place where I would like to see improvement is the number of calls that you can listen to. Calls are kept in their database for 30 days, and while they do give the option to download the calls I would prefer to be able to login and pull past calls as needed. Past calls, months down the road can be important to clients so they can compare the strength of their sales teams and see where improvement is needed. It lets you monitor overall campaign effectiveness, and if Callsource added this feature then they'd be unbeatable.
It is intuitive enough, but there is some training that will be necessary because of a perceived redundancy within their workflow. It can be hard to distinguish which stage a customer is in (thus what the most important thing to be working on, if you are in sales, for instance) without some training.
Very good technical help. The team is well-versed in their product and what to look for, particularly when interacting with other software platforms. You nearly always get a live person when you call, and if you don't, they will return your call promptly. This is another factor in my client's decision to move forward with their solution.
We are essentially paper free. No paper work orders.
We've been able to avoid a layer of middle management by supplementing this layer with technology. KickServ is a part of that layer.
Negatively speaking, like all technology, it has created a void of human level connection. Because we know that we can deliver work orders to our foremen remotely, we are less likely to drive up to the shop and shake a hand or see someone face to face. We had to learn that lesson the hard way, that both technology and human connection are necessary to maintain our culture.
