Merlin Software has developed a range of configurable workflow WebApps. These WebApps have been designed to take away all the thinking and allow users to focus on servicing clients. Rather than how to use the software and what options to choose.

These WebApps are ideal in areas such as call centres and central reservations departments where speed, efficiency and consistency are required for what are often repetitive tasks.

In this Spotlight, we look at Agent Desktop (ADT) WebApp which streamlines the online sales process in call centres. ADT has been developed specifically for resorts that are active in sales and booking tours and mini vac visits as part of their marketing process.

Agent Desktop simplifies the workflow for call agents. It ensures they follow your well-defined plan for booking tours and mini-vacs and taking payment. Importantly, it minimises errors, improves efficiency and provides clarity to customers.

So, here’s the skinny on Merlin’s Agent Desktop WebApp:

1 Who can use Agent Desktop?

The WebApp uses Merlin Classic functionality and is available now, so any of our users can access ADT.

2 What are the important features I should know?

Agent Desktop provides:

• A streamlined workflow for call centre-based sales teams
• Efficient and professional tour and mini-vac booking
• Connection to Resort Dialler

3 Why should I use ADT in my resort business?

If you have a call centre booking tours and mini vacs, then you’ll want:

• Speed, efficiency and consistency
• Reduced errors
• Improved customer experience and confidence
• A motivated sales team
• Reduced staff administration
• Improved resort reputation as staff and customers know exactly what is expected

4 How does it work?

From your customized front end, your call centre agent works through a defined process (rather than jumping around different windows and pages) and captures information directly into Merlin Classic. This information and any payments are then processed in real time with email communications deployed to customers when required.

5 How long does it take to implement Agent Desktop?

If your resort business is fully configured within Merlin and your process is defined, it takes our team just one working day to implement ADT.

To find out more including prices and an introduction to our other WebApps, then contact our Head of Sales, Mark Thomas on markt@quickmerlin.com