Background InformationBackground Information RAM has invested in a software program entitled RAM Card Manager Ver.1.1.06 RAM has invested in a software program entitled RAM Card Manager Ver.1.1.06

(“RCM”).(“RCM”).   RCM is a state of the art ASP.NET2 / SQL2005 software application for complete RCM is a state of the art ASP.NET2 / SQL2005 software application for complete

“Corporate Institution Product  Customer Relationship Management”.“Corporate Institution Product  Customer Relationship Management”.   RCM is designed for small to large call centers which provide the Product Marketing and RCM is designed for small to large call centers which provide the Product Marketing and

Sales Services to Corporate Institutions for their Products - can be easily modified to Sales Services to Corporate Institutions for their Products - can be easily modified to market and sell any product including Cell Phones, Laptops etc..market and sell any product including Cell Phones, Laptops etc..

   The RCM Software applies to any Corporate Institution campaigns to solicit and retain The RCM Software applies to any Corporate Institution campaigns to solicit and retain

Customers utilizing both;Customers utilizing both;         a) inbound campaigns which are linked to e-mail or sms a) inbound campaigns which are linked to e-mail or sms

   b) outbound campaigns linked to predictive dialing software   b) outbound campaigns linked to predictive dialing software   RAM is of the opinion that RCM leads the way in Call Centre and Logistics software RAM is of the opinion that RCM leads the way in Call Centre and Logistics software

technology, tried and tested in a major bank  call centre and linked to a secure vault technology, tried and tested in a major bank  call centre and linked to a secure vault environment , which puts it in a class of its own!environment , which puts it in a class of its own!

   The RCM software has the ability to download data directly into the RAM courier network The RCM software has the ability to download data directly into the RAM courier network

enabling the efficient delivery of the Company's Products to the relevant client.enabling the efficient delivery of the Company's Products to the relevant client.

Call Centre Product and Call Centre Product and CRM Management CRM Management

SoftwareSoftware

Ram Product ManagerRam Product Manager

IntroductionIntroduction RCM manages Call Center Data Campaign RCM manages Call Center Data Campaign

strategies generated from strategies generated from Financial ,Corporate , Distributor or Financial ,Corporate , Distributor or Manufacture Manufacture

Pick , Pack ,Track, Trace , Management Pick , Pack ,Track, Trace , Management and Delivery of customer product(s) by and Delivery of customer product(s) by Ram Secure Warehouse / Vault Division Ram Secure Warehouse / Vault Division and the Ram Group Courier Networkand the Ram Group Courier Network

Development, Maintenance and Training Development, Maintenance and Training

of Call Center and CRM Management of Call Center and CRM Management software by RCM (Pty) Ltd software by RCM (Pty) Ltd

OverviewOverview Corporate Institution mails/calls clients Corporate Institution mails/calls clients

in different waysin different ways MailMail TelesalesTelesales SMSSMS Combination of aboveCombination of above

Calls made from Corporate Institution Calls made from Corporate Institution Call Center Agent’s via Manual or Call Center Agent’s via Manual or Predictive Dialer Predictive Dialer

Call Center Agent’s offers a market Call Center Agent’s offers a market campaign product campaign product

Call Center Agent’s verifies dataCall Center Agent’s verifies data

OverviewOverview

Call Center Agent verifies dataCall Center Agent verifies data Call Center Agent arranges delivery Call Center Agent SAVES Client

information Information automatically electronically

downloaded to RAM Courier RAM Courier track, trace and deliver

the card

OverviewOverview

Client receives product consignmentClient receives product consignment

RAM updates POD information online RAM updates POD information online

RAM updates POD Images onlineRAM updates POD Images online

Benefits of Using RCM Benefits of Using RCM

Predictive dialing interface for outgoing sales Predictive dialing interface for outgoing sales campaignscampaigns

Loading of mail campaign data for inbound callsLoading of mail campaign data for inbound calls

Integration of RCM to your current systemsIntegration of RCM to your current systems

Ability to market different Client campaigns and Ability to market different Client campaigns and multiple productsmultiple products

Ability to “clean” customer data in a real time Ability to “clean” customer data in a real time environmentenvironment

BenefitsBenefits Ability to transfer updated information to Ability to transfer updated information to

RAM CRM and CSD database “live”RAM CRM and CSD database “live”

Ability to manage client delivery expectationsAbility to manage client delivery expectations Ability to arrange delivery address, date and Ability to arrange delivery address, date and

time “live” into the Ram Group Networktime “live” into the Ram Group Network

Ability to offer Client “live” CRM / CSD service Ability to offer Client “live” CRM / CSD service with instant access to Client information with instant access to Client information using Client ID number , Consignment Ref / using Client ID number , Consignment Ref / WaybillWaybill

TELEPHONE ETIQUETTETELEPHONE ETIQUETTE

Attitude Attitude

Make sure you are speaking to the Make sure you are speaking to the right personright person

Introduce yourself and your companyIntroduce yourself and your company

TELEPHONE ETIQUETTETELEPHONE ETIQUETTE

Check that it is convenient to talk – if Check that it is convenient to talk – if not arrange to call back at suitable not arrange to call back at suitable time time

State the reason for your callState the reason for your call

Handle objectionsHandle objections

Thanks reassure/confirm and close Thanks reassure/confirm and close

CALL SCRIPTSCALL SCRIPTS

TelesalesTelesales

InboundInbound

Revenue Earning IP / MethodologyRevenue Earning IP / Methodology

Training CentreTraining Centre

InBound / OutBound Call CentreInBound / OutBound Call Centre

Live Vault / DistributionLive Vault / Distribution