10. Reference joint Intershop Caliber Customers

Sooner or later, all ecommerce sites realize that they have to run a call center – when processing orders online, things can and do go wrong or customers have questions and want someone to call. Many ecommerce companies make the mistake of not processing transactions at the call center and only provide support. The Caliber Design Matador CRM application allows ecommerce merchants to turn their support center into a profit center.

This is the situation that the nutritional supplement company MassQuantities.com found itself in. Mass Quantities had a web site running Intershop and wanted to be able to close sales over the phone. They were losing money every time a caller would ask for information about a product, and then the customer support representative, unable to take an order, had to tell the prospect to go back online to order. After enabling the Caliber Design CRM software, Mass Quantities has found that they increased sales by 30% just by accepting telephone orders. These are sales that they would not have had if they were only Internet enabled.