AG VIP SQL

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AG VIP SQL

Logo of AG VIP SQL - Gruchteck Software
Master data.png

Screenshot
Basic data

developer Grutzck Software GmbH, Hanau
Publishing year 2003
Current  version AG VIP SQL 1.44.001
operating system Windows Vista , Windows 7 , Windows 8 , Windows 10
category CRM and call center software
License Proprietary
German speaking Yes
Official website of AG-VIP SQL

AG-VIP SQL is a user-defined, modular built customer relationship management (CRM) - and call center software the Grutzeck Software GmbH, with which to map all customer relationships as part of a customer relationship management to manage, and can be archived. Technically, AG-VIP SQL uses the relational database Microsoft SQL Server for its system solutions . Other database sources such as Enterprise Resource Planning (ERP) systems can be connected via open interfaces . The graphical user interface is based on the standards of the Windows style guide . AG-VIP SQL has been specially developed for small and medium-sized companies and is mainly used in call centers in Germany with more than 3,000 licenses . The implemented languages ​​are German , English , French and Turkish . Extensions for workflow and xRM , predictive dialer , call recording and a plug-in for making appointments are optionally available.

Program properties

Screenshot of the contact history and follow-up management

AG-VIP SQL is a Windows-based solution with a free choice of server . The CRM basic version has all the functions to manage contacts. In addition to the CRM and xRM options, the “Workflow” module is an extension for service and campaign management, as well as optional distance-optimized field service scheduling.

Interfaces

The import assistant enables the transfer of old data or external address sources, whereby the phonetic duplicate check eliminates duplicates . That the Administrator adaptable data model allows you to define any profile data . Incoming callers are recognized via the standardized CTI interface TAPI and direct dialing is made possible. Appointments can be entered in Microsoft Outlook or Google Calendar . E-mails can be generated directly in Outlook and incoming e-mails can be assigned directly to a contact or sales transaction. Documents can be created in MS-Word or OpenOffice.org and data can be exported directly to MS-Excel . AG-VIP SQL is network-compatible , designed for multiple clients in terms of its architecture and certified by Microsoft for the current Microsoft Windows operating systems .

CRM and XRM functions

The different phases of a sales process can be freely defined in the CRM option of AG-VIP SQL. From this, the system automatically calculates a scoring for each process. In addition, further data fields can be freely added to describe a sales project more precisely. The links between sales processes, users and contacts can be described using freely definable roles; different rights can be granted. A contact history shows in a timeline what happened to the sales process, and each sales process is automatically scored. There are also forecast lists and win-lose statistics.

Workflow functions

The integrated workflow engine forms the basis for AG-VIP SQL as service management software . A service incident is mapped as a ticket that runs through a previously defined workflow. A graphical workflow designer as well as a complete CTI integration based on TAPI are available for this purpose. It is possible to bind a service process to an employee (one face to the customer) and also to cancel this personal reference if deadlines are exceeded. E-mails can be assigned and processed directly within the service management software using the Outlook plug-in . Other applications and sources can also be integrated via a web browser control, such as ERP systems, knowledge management systems or the intranet .

Functions for call centers

The technical basis for the call center functions of AG-VIP SQL is the standard CTI interface MS-TAPI, which all common telephone systems or VoIP applications have. The software provides a power dialer as standard for outbound . In inbound , the software identifies the phone number of the caller and automatically displays the customer data record with all processes. In contrast to the standard integrated Powerdialer, the optional TAPI-based Predictive AG overdialer can select several addresses simultaneously to increase efficiency. AG-VIP SQL offers an automatic recording of working hours with log-in times, ticket processing times, phone calls and breaks. In addition, extensive project statistics are made available and conversations can be recorded.

installation

Installation CD with dongle software protection. Requirements for the installation:

  • MS-SQL Server 2008, MS-SQL Server 2012 or higher.
  • For CTI function: TAPI-compatible dialing device with Interactive Voice for telephony function
  • OpenOffice for Windows 2008 Server, Windows Vista or Windows 7/8 (32 or 64 bit)
  • SQL Native Client for Microsoft SQL Server; AG-VIP SQL can run under Terminal Server or Citrix environments.

Legal terms

Telemarketing is regulated in Germany by the Federal Data Protection Act (BDSG) , the Act against Unfair Competition (UWG) and the Telemedia Act (TMG) . Inbound calls are legally unproblematic. For outbound calls, a distinction must be made between private individuals ( B2C ) and companies ( B2B ). While promotional calls without consent are generally prohibited from private individuals, companies can also advertise to other companies if there is presumed consent in accordance with Section 7 (2) No. 2 UWG, i.e. a factual interest of the company called can be assumed. AG-VIP SQL takes this legal framework into account with various instruments for legally compliant customer management. On the one hand, there is the option of freely transferring an outgoing call number per campaign level in combination with the carrier's “Clip no Screening” feature , but above all the integration of the opt-in procedure from version 1.40.x.

history

1980s: beginnings

According to Markus Grützeck , today's managing director of Grutzck-Software GmbH, his father was annoyed in the 1970s about “ the cumbersome and very manual work in the office. That made sales difficult. Because information about customers was only available in the form of index cards and registers. It was difficult to control sales in this way. Writing a simple letter with the typewriter required the repeated entry of addresses. That should be different. “In 1979, Klaus Grutzck and his wife Adelheid founded the company A. Grutzeck - Software-Design in Hanau and developed the office software AGTEXT. At that time, an office solution with flexible address management, integrated word processing for individual and serial letters, appointment management and connection to communication via telephone, teletex and fax was available under the MS-DOS operating system . More than 10,000 users worldwide use this solution. With the acquisition of the management by Markus Grutzeck 1995, the company was in the GmbH Grutzeck software converted. The AG in the logo still stands for the initials of the company founder Adelheid Gruchteck .

1990s: AG-VIP

When new operating systems came onto the market with OS / 2 and Windows in the early 1990s , the address management solution was redeveloped under the Windows graphical user interface. The result was AG-VIP Innovative: the free database layout, flexible access rights, a freely definable graphic surface and differentiated evaluation options for target group analysis and control. Due to numerous good ideas from users, a modular product family from AG-VIP developed over the course of 10 years for professional address management, direct marketing, use in call centers, for sales or "normal" everyday office life. According to the company's own presentation, the declared goal was simple, intuitive operation for the user. The collected experiences, the gained know-how as well as the proliferation of call centers with their own special needs formed the basis for the development of AG-VIP SQL, a new generation of CRM - Software .

2000s: Rollout AG-VIP SQL

The new software AG-VIP SQL was launched in June 2003 through a first press release . In the following years bugs in the initial version were fixed and the program was continuously developed. Workflow extensions were offered very quickly after the introduction, and an interactive discussion guide and an interface for MS Outlook were integrated. A predictive dialer was added in 2007 . The software has been updated regularly for the database technology, which was developing rapidly during this time, as well as the constantly new Windows operating systems. The focus was also on internationalization ; In 2007, for example, Turkish was integrated as a new language and Unicode character sets were integrated for use in Asia and Russia .

2010s: the road to xRM

With the changing demands on CRM due to the development towards XRM, the demands on the corresponding software solutions also increased. Accordingly, AG-VIP SQL continued to develop in a modular fashion up to a full-fledged XRM system. The general boom in the area of ​​customer relationship management that started at the same time favored the increasing spread of AG-VIP SQL. As can be seen from the awards and the mention especially in the industry-specific media, AG-VIP SQL is now attracting attention, especially in the area of ​​call center applications.

public perception

Listings and reviews

  • Computerwoche: Market overview of solutions for customer relationship management
  • Softguide: market overview of standard software
  • IT leaderboard

Media reports

Since AG-VIP SQL was launched on the market in 2003, media reports have appeared regularly, especially in the relevant publications in the sales and call center industry. In addition, Grutzck-Software GmbH has published a large number of its own publications on AG-VIP SQL.

Web links

literature

  • C. Rageth, N. Hafner: CRM for SMEs. 1st edition. BPX Edition (specialist publisher), 2006, ISBN 978-3-905413-08-3 .
  • Brasch, Köder, Rapp: Practical handbook customer management . Wiley, Weinheim 2007, ISBN 978-3-527-50250-9 .
  • Michael Brendel (ed.): CRM for medium-sized companies - requirements and ideas for successful implementation . Gabler, 2nd edition, 2003, ISBN 3-409-21934-X .
  • Kerstin Quirin (Ed.): Campaign management systems - structure, functionality and application . Grin Verlag, 2007, ISBN 978-3-638-85524-2 .
  • Stadelmann, M., Wolter, S., Troesch, M .: Customer Relationship Management - New CRM best practice case studies and concepts on processes, organization, leadership and technology . Orell Füssli / Industrial Organization, Zurich 2008. ISBN 978-3-85743-728-1 .
  • M. Bruhn: Customer orientation. Building blocks for excellent customer relationship management (CRM) . 3. Edition. 2007.
  • Celik, Ismail: Campaign management within a CRM system - conception and implementation . 1st edition. VDM Verlag Dr. Müller , 2007, ISBN 3-8364-0417-6 .

Individual evidence

  1. ↑ a b Computerwoche: CRM market overview. Computerwoche, March 15, 2015, archived from the original on December 23, 2014 ; Retrieved June 20, 2015 .
  2. ↑ AG VIP SQL goes international. CallCenterProfi, March 15, 2013, archived from the original on April 12, 2013 ; Retrieved June 20, 2015 .
  3. ↑ a b c d e f Product information AG VIP SQL. Grutzeck Software, accessed June 20, 2015 .
  4. ↑ Consulting * Training * Tools & Tips. Content-Contact, accessed June 21, 2015 .
  5. ↑ TeleTalk 1/2007 Outbound Dialer
  6. ↑ Power or over-dialing? CallCenterProfi, July 17, 2006, accessed September 25, 2015 .
  7. ↑ Grütze software: CRM generation neXt. (PDF) Grutzeck software, accessed on June 19, 2015 .
  8. ↑ Telemarketing. IHK, accessed on June 19, 2015 .
  9. ↑ Funkschau 1/2009 Legally compliant campaigns
  10. ↑ a b c company profile. (No longer available online.) Grutzck software, formerly in the original ; accessed on June 21, 2015 .  ( Page no longer available , search in web archives )  Info: The link was automatically marked as defective. Please check the link according to the instructions and then remove this notice.@1@ 2Template: Toter Link / www.gr needck.de  
  11. ↑ CallCenterProfi 6/2003 AG-VIP SQL - and communication with the customer is running
  12. ↑ Version history. (PDF) Grutzck software, accessed on June 20, 2015 .
  13. ↑ The call center industry is still on the upswing. Heise Online, accessed June 21, 2015 .
  14. ↑ a b Acquisa, Newsletter January 20, 2010 GrTEck optimizes collaboration between call center and sales
    crm manager 8/2004 Sell more with the sales solution AG-VIP SQL: Sales control with workflow engine
    Callcenter for Finance 02/2008 Outbound: Increase quality
    CCF News 1/2009 AG-VIP SQL controls campaigns via different communication channels
    IT Banks & Insurance 2/2009 AG-VIP SQL
    VISaVIS 12/2005 AG-VIP SQL saves working time in inbound
    direct marketing 08/2009 Modern call center software goes beyond traditional CRM functionalities.
    Sales Business 03/2013: Tool case for campaign management
  15. ↑ SoftGuide the software guide: market overview of standard software, business software and industry solutions. SoftGuide GmbH & Co. KG, archived from the original on June 21, 2015 ; accessed on July 17, 2019 .
  16. ↑ IT leaderboard. Initiative Mittelstand, accessed on June 19, 2015 .