The Most Advanced, Most Intuitive, Most Powerful 2-1-1/I&R Solution Available
CallPoint Comes With More Features and Better Support Than Any Other 2-1-1/I&R Product Available.


In response to the unique needs of the call center environment, Bowman Systems is proud to unveil CallPoint. Streamlining data entry and database management, CallPoint’s design is the culmination of direct feedback from call center staff and administrators. CallPoint allows users to create call records, capture custom assessment information, issue referrals, indicate call status, and flag calls for follow-up. In addition, calls can be catalogued anonymously or they can be associated with cases for providing better assistance to frequent callers. Users can also search the index of call records by caller name, call status, call type, or follow-up status, allowing call center employees to easily return to a call record when necessary.

CallPoint is a full-function call center and I&R database management system. Features include:

A Stable, Secure, Web-Accessible System
 CallPoint is a web-based system, so there is no need to purchase new hardware, install any software, or hire an IT staff. All you need is a connection to the internet to get your site up and running. Bowman Systems’ IT professionals handle all maintenance, making “downtime” and “rebooting the server” artifacts of the past. Even in the event of a catastrophe or a disconnect at one of your sites, that site will need only to re-establish its connection to the internet to retrieve its data and return to operation.

Customizable Taxonomy
 The Taxonomy of Human Services (developed by 2-1-1 LA County) is a powerful tool for describing and classifying consumer needs and provider services, but not all call centers need every one of its features. CallPoint allows a System Administrator to activate or deactivate individual service codes, select branches of codes, and entire levels of codes. The result is a streamlined & community-specific index of services and search results that accurately address consumers’ needs on the first try.

Auto-Updater
 Updates to the Taxonomy of Human Services are available on a monthly basis. With other 2-1-1/I&R products you are required to manually seek out and implement the new Service Codes each month, but with CallPoint, you don’t have to lift a finger. The Auto-Updater keeps you up-to-date all on its own.

Advanced Reporting
 Bowman Systems’ Advanced Reporting Tool makes it possible to create clean, crisp reports through an intuitive graphical interface. Data can be gathered and sorted according to point-and-click user specifications and auto-formatted into informative and attractive graphical representations. Users can choose from an available suite of design objects (charts, pies, matrices) and a library of report templates, or they can design their own.

Customizable Call Sheets
 Every community, call center, and consumer is different, and CallPoint’s assessments can be customized to suit each one. With CallPoint, System Administrators can create their own questions and format their own assessments to efficiently adapt the call center to the habits and needs of the community.

Add Needs on the Fly
 Consumers often call for more than one reason but don’t mention all of their needs at the beginning of a conversation. CallPoint’s interface allows users to add needs the moment the consumer makes a request—without having to go back to a different screen or waiting to refresh the page.

Simultaneous Call and Database Management
 Other 2-1-1/I&R products require users to enter provider information multiple times. With CallPoint’s convenient administrative features and database integration, data can be copied directly from one record to another, saving valuable time, simplifying record maintenance, and removing a tedious chore.

Unparalleled Customer Support
 Outstanding customer service is the foundation of Bowman Systems. A dedicated Client Support Specialist (CSS) helps each client to prepare for and implement Bowman Systems’ software and remains directly available afterward for continued support. Acting as a liaison between the client and the developers, the CSS ensures that all of the client’s needs are met. The dedicated CSS also develops a familiarity with the client’s case history, ensuring a more friendly user experience and a greater degree of service.

“Bowman Systems is committed to its customers. On several occasions their representatives have come to our 2-1-1 call center to meet with staff and to discuss development ideas for CallPoint. They work hard to understand the needs of the community and to implement solutions that resolve the customer’s problems. We have found Bowman Systems to be an active & responsive listener and, more importantly, to meet their deadlines.”
Micki Thompson
Executive Director, 2-1-1 Tampa Bay Cares, Inc.

For more information on CallPoint, contact Gabe Cate at 888.580.3831x116 or at gcate@bowmansystems.com.



 
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