Thanks to a history of more than 10 years of successful experiences in content management, through call centers and cost killers, Pentalog is now a recognized player in the development of solutions in the following fields :

Customer relations

• Telemarketing
  • Creating, qualifying databases
  • Setting meetings
  • Creating traffic
  • Organizing networks
• Sales
  • Taking orders
  • Sales prospecting
  • Telesales
  • Fund-raising campaign
  • Reservations
• Client support
  • Client support
  • Complaints
  • Technical support (Helpdesk, Hot line)
  • Debt collection
• Developing customer loyalty
  • Client satisfaction surveys
  • Setting meetings
  • Consumer services
  • Customer loyalty programmes

Client quality management

• Mystery surveys
  • Performance control
  • Detecting strengths and weaknesses
• Mystery shopping

Social CRM

• Specialized websites (restaurants, service offers etc.): net surfers’ opinions, grading etc.
• Product and service recommendations (“I like”, “I don’t like” etc.), friends’ impressions, satisfaction measurement
• Community creation and animation: relations, information, affection and transaction between your brand and a community of consumers
• Transforming your followers (subscribers) into consumers and promoters of your brand

Cost reduction

• Purchases / general expenses
  • Transport / trips
  • Telecommunications
  • Car fleet
  • Insurances
  • Maintenance
• Social
• Finance
  • Banking expenses
  • Optimizing client regulations / Factoring
  • Accounts management
  • Risk management related to foreign exchange loss
  • Innovation, R&D
• Computer science
  • Cloud computing
  • Open Source applications
  • Outsourcing
  • VoIP

Our approach depends on the project that is entrusted to us :

• Development of specific applications

In the fields of content management and call centers, the tool implementation speed comes first in order to constantly be ahead of one’s competitors. To this end, Pentalog offers agile development cycles for creating your customer relationship or back-office applications. This agility allows us to be more responsive to changes that may arise when deploying a new campaign.

The diagram below illustrates our iterative method :

Based on a feature backlog, the project manager defines together with his client the content of the following sprint which generally lasts between two and four weeks. The project manager holds a review meeting with his customer by phone on a daily basis in order to discuss all the subjects that are to be processed during the day.

• Reporting/data mining

In order to set up infocentres or data warehouses, we adopt a more con­ven­ti­o­nal project cycle by assisting you in defining your needs and implementing the project.

Then, our consultants analyze the result of the specifications defined together and offer you the most adequate tool for deploying your project. This choice is determined by your functional requirements and according to your budget constraints.

If you have a limited budget, our consultants will offer you advice and help you implement the best open source solution, recommending you, for instance, to outsource your report development.

• Social CRM

Properly defining the objectives so that you may meet your goals in a shorter period of time: these are the commitments that we make to our customers in order to implement their customer relationship management project over the internet. We should underline that 86% of consumers expect brands to interact with them over the internet!

In order to help you meet these goals, we offer a four-step approach :

• Analyzing the network, defining the objectives

This step consists in setting up a unit for monitoring the different media (social networks, blogs etc.) in order to listen to and analyze what is being said about your company or your products or services. Depending on the results and your expectations, we will determine together the objectives to be fulfilled.

• Introducing and maintaining a presence in the media

This step consists in setting up the tools and methods that will allow to progressively create your presence in the different media (reserving pseudo accounts or actual accounts, creating official pages, routing your information threads towards the media etc.)

• Setting up a rapid intervention unit

In case of an emergency, in order to manage a crisis situation, for instance, it is important to have a unit ready to intervene in order to avoid the spreading of negative information.

• Creating a community

Creating an internal company community which is then opened to the public is the last step in the implementation of your social CRM. This step consists in animating and converting fans into promoters of your brand and in creating an area where people can exchange opinions on your products and services and where everyone can help, provide advice and encourage the other members to make the purchase.

• Cost killing

A successful cost reduction approach requires an analysis of your behaviour so as to determine the positions that the actions will focus on. In order to help you maximize savings, we will recommend you to follow the following steps :

• Charting the workloads of each entity of your company/group
• Identifying the important positions
• Reorganizing and optimizing your decision-making processes
• Looking for and offering cost reduction solutions for each element

We provide audit, analysis, consulting and development services by systematically using open source solutions associated to innovative development processes with a view to reducing costs. Pentalog can offer you the following services :

Call center

• Developing specific applications for call centers connected to your ACD, IPBX systems or business applications
• Reporting: incoming calls, outgoing calls, service quality (missed, completed, lost calls)
• Data mining: setting up solutions for studying customer behaviour, detecting frauds etc.

Social CRM

• Setting up social networks
• Animating networks
• Reserving pseudo accounts, domain names etc.
• Integrating social network markers and features into your websites: “I like”, publishing your content on the visitor’s page etc.)

Cost killing

• Carrying out audit missions
• Offering solutions for your IT infrastructure: IP telephony solutions, virtualization solutions, Cloud computing etc.

• Programming language : Java, PHP, Microsoft.net
• Social networks : Facebook, Viadeo, Linkedin, Xing
• Social media : Twitter
• Reporting : SpagoBI (Open Source), Business Object, Cognos