Batch File Importing for Call Center Customer

by Amanda Anderson on December 28, 2011

One of UpCuve Cloud’s customers needed a way to do a mass import and an advanced filter of leads. The customer receives thousands of emails a day to a designated email address in Gmail. They are a call center and receive leads from several different companies that send them contacts that didn’t immediately purchase something and need to be followed-up on.

The emails come through as an attachment in a .CSV spreadsheet file. Each of these spreadsheets are different because they come from different companies and have a different number of leads, different column names, and different data.

Sometimes the call center received emails that said “Do not touch” in the attachment's file name. Those contacts were people that were originally sent to the call center, but for some reason (maybe they placed an order in the short time from sending the email) they shouldn’t be called by the call center. These then would need to be suppressed or taken out of the CRM system and marked “do not touch”.

The task of sorting through thousands of complex leads was too cumbersome to be left as a manual process. UpCuve Cloud’s customer needed this to be automated to reduce human error and excessive overhead.

The Solution: UpCuve Cloud automated the batch file importing of each .CSV file attachment and made the filter process easy to manage. Once the file is automatically imported into Sugar, the file is stored on the server. There are several batch definitions that determine what to do with the file. For example, the contacts in the file may need to be suppressed or the duplicates may need to be deleted.

There are several checks that occur next with the data:

  1. Campaign Check: The system looks for a specific campaign to tag the leads to. This information is inside the .CSV file. There may be similar names that are with the same campaign. These are defined then truncated.
  2. Duplicate Check: The system checks for duplicate leads based on the lead’s phone number to avoid being imported twice. It also checks to see if the lead is already in the CRM system from a different import.
  3. Scrubbing: The client can define the column number they want scrubbed inside the .CSV file. For example, the disposition field (details about the lead) may read, “ordered” or “prank or obscene call”. Scrubbing this data takes those leads out so bad leads aren’t imported.
  4. Field Mapping: Maps the .CSV column header names to field names in SugarCRM.
  5. Store Additional Data: This saves additional information or excess data about a lead. This is stored in a separate module and only shows when viewing the individual lead. Some leads may have more information about them and those fields may not be necessary for others. This eliminates having a ton of blank fields for some leads.
  6. Batch File Results: The lead data is placed into a module so that it can be easily reported on. For example: the number of leads, duplicates, leads entered into system after scrubbing, and leads per campaign can all be reported on.
  7. Vici Log: This logs any errors that occur when importing so they can easily be addressed.

This processes eliminated the manual importing of thousands of leads for the call center. It also structured the filtering process so that leads could be reported on and analysed. With the new batch importing system in place, the call center has entered over 120,000 leads into SugarCRM within weeks of deploying UpCuve Cloud’s solution.

For more information on the batch importing system or other call center solutions, contact us today.

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PRODUCT: SugarCRM

AUDIENCES: Administrators End Users