Daktela integration –
how it is with the
"ready-made solution"?

Phase 2 & 3

After some time, the management of the sales team evaluated that only "good" leads are selected by the salespeople and the other ones "rot" and are processed with a long delay or even not at all.

Prioritisation within the sales team

Not only did salesmen choose good leads, but the queue was generally unorganized which was a big complication for new salesmen who were not familiar with 1click yet. This favored skilled salesmen who had been working with the system for a long time. They had much better results. And this was the motivation for creating a system that would behave like a very experienced skilled salesman and prioritize in the same way. After all, the goal of a good salesman is profit maximization.

It is clear that each lead has its own priority, but it is wrong that each salesman determined it according to himself. It was necessary to prioritize each lead centrally. How to do it?

How to do it?

We needed to come up with a model that takes into account not only the monetary value of the lead, but also the time and ability of the salesman. After several discussions, we came to the conclusion that we needed to create a custom task manager within the application that would work with the priority model.

In transition phase 2, we were able to create tasks and assign them to salesmen according to a defined priority. The key rule was to assign only one active task to just one salesman. At that point, we essentially took the 1click tool out of the process. Already during the implementation we encountered the problem that the salesmen were working in two systems - the contact calls were still made from Daktela. (Just a reminder that in phase 1 it was 3 systems).

Working with Daktela

When working with the Daktela API, we came to the conclusion that a full implementation of Daktela might not be a problem. This would allow us to control the entire control panel via the API - the ideal situation. This began phase 3 and we set about implementing the full PBX.

Daktela undoubtedly has its advantages, but it can't prioritize, it can't compute operations over free capacity, and it can't do sophisticated queue management. Therefore, we implemented this part directly into the core system, including advanced calendaring and scheduled tasks. So we use Daktela to do what it does best - make calls, store calls, report call center activity (calls received, their length, etc.). In the course of the integration, we have learned to work with Daktela especially efficiently. We tried different ways and now we know exactly where and how to use it and what to integrate it with. If you are going to use Daktela, we are happy to advise and share our experience.

Result beyond expectations

Now the sales team works only in one system - Back office application Kalkulátor.cz.

Lukáš Kaňok (head of the Kalkulátor.cz sales team) confirms the improvement of business goals thanks to this implementation:

A big advantage of the system is the ability to limit the salesman's score. This feature is used for newcomers to learn.

Conclusion

Over time, any project may reach a stage where the 3rd party application interface is inadequate and may not meet 100% of your team's needs. So when choosing a 3rd party solution, it's a good idea to thoroughly explore the API options - and ask yourself, can't we actually write the user interface ourselves? Sometimes you may even find yourself writing all the functionality that is key to the business goals by yourself. But in this particular case, it certainly didn't make sense to program our own VoIP PBX.

An alternative solution may be to have a 3rd party writing a "plugin" to the app specifically for you. But then the implementation is often expensive, the delivery date is too long, and it still may not meet your needs 100%. Another aspect is that for these key areas you need to constantly modify, improve, optimize which can be very inefficient with an external supplier especially in terms of time.

If you're ever thinking about integration, it's definitely worth discussing all the options with experts who are in the know and have experience. You will save time and money.

Author: Martin Tryzna

Published on: October 2022