Today we’re gathering information about constituent telephone numbers and how they are used in your business. Thinking about constituent telephone numbers in your business…
What are some challenges that you have surrounding constituent phones today?
Are there trends you are seeing that could impact phone functionality in the future?
What do you like about telephone functionality in existing Tessitura?
What would you like to see changed/improved about telephone functionality?
Any other thoughts about phones, your business, and Tessitura?
Keep in mind that this may be more than just thinking about the storage and retrieval of telephone numbers. Try to think overall about how your business interacts with people via phone and how you might expect Next Gen to enable this interaction.
Thanks!
Andrew
In addition to what's been said above, here are my thoughts, coming from the perspective of someone who calls constituents on a case-by-case basis regarding enrollment in Education classes:
1. Challenge: "Phone 1" is assumed to be the home phone, but that's often not the case. "Phone 2" is equally undescriptive. Would like to see: Phones should not be tied to an address at all. As Marta mentioned, it would almost be appropriate to have a second tab or something similar to segregate them.
2. Challenge: It's too easy to store a phone number without noting exactly who it is for and what kind it is. It is jarring from a customer service perspective to cold call a number without knowing who's expected to pick up. Would like to see: Tessitura should require that every phone number be described in some way, such as by its purpose (cell, home, work), by its person (N1, N2, etc.) or by both. The WebAPI should also help enforce this so that a customer must tell us what kind of phone they're providing before it's stored. During education class emergencies, it is critical we can know exactly who we're trying to reach and how.
3. "Out there" kind of thought: There should be an ability to integrate the Tessitura client with the user's phone in some manner that allows the client to dial a call, and the phone to provide an incoming call number to the client. Often when a customer calls I look up their record and their orders as they are talking by searching their number off the caller ID. Automating this function by having Tessitura provide some kind of suggestion ("Is this Mr. Smith calling?") would be phenomenal. There could also be a function where the client prompts the user with a message like "Would you like to store this incoming call number in this constituent's record?"
That's all I've got for now!