- Importance of telephony integration with CRM
Just now·3 min read
To understand the importance of telephony integration with CRM, let us go back to the year 1991 when AT&T had developed a concept of “Distributed Computing” wherein they attempted to build a network on a client-server model. The main objective of this project was to have thin client hardware that will have the ability to connect with the mainframe servers over a network.
CRM means Customer Relationship Management Software. When telephony is used in conjunction with CRM, it makes tracking contacts much easier and more efficient by using phone contact data that exists within a company’s existing customer database. The integration between CRM and telephony solutions also helps businesses to have a more thorough understanding of their customers’ interactions, as those details will be stored in one place.
CRM has a smart integration system framework that enables them to interact with the outside world. With the help of CRM integration, businesses can offer a higher level of service to their customers.
For Example, Marketing executives can capture missed sales opportunities and convert them into future sales. The sales team can get real-time data that enables them to identify buyers, their status, and potential issues in the sales process. Sales force automation CRM software provides a clear view of the company’s sales pipeline that gives a better understanding of the revenue.
There are three main aspects of CRM integration including synchronization, single record access, and bulk data exchange.
Synchronization: Using this system, the data will be synchronized between two systems for example your contacts in Microsoft Outlook or Apple’s ical, etc., which you can see on web client or mobile client.
Single Record Access: Using this system, you can view a single record from CRM to the other system for example you can retrieve up or down counts of contacts from your CRM as well as see them on web client or mobile client.
Bulk Data Exchange: Using this system, you can access bulk data from your CRM to the other system for example you can export/import your bulk data to see on web client or mobile client.
Below are the important key features of CRM integration:
Enhanced Customer Experience: The synchronization of contact data, which includes details such as name, address, and phone number helps sales representatives to have a more personalized interaction with customers. Also, this integration helps in identifying callers before they even get on the phone. This means that sales reps will be able to identify potential customers while being assistants on the phone.
CRM integration with the phone system: Integration of the CRM with the phone system enables employees to make phone calls from within their CRM screen. Also, they can transfer calls, forward them, and put them on hold directly from their CRM.
Answering the phone: Integrated systems with telephony enable employees to answer the phone directly from their CRM. This means that they can perform all of their interactions with customers and also log call notes and record verbatim conversations without needing to use the phone system’s console.
Personalized Contact Data: Integration allows your sales representatives to access contact data while on the go, which may include things like names, addresses, phone numbers, etc. The significance of this integration is that it enables your team to give personalized service to customers even while they are away from the office.
Better Reporting: CRM systems can be integrated with phone systems to provide better reports for analysis. All data related to the interactions between employees and customers will be available in one place. This information helps businesses to make more informed decisions for future actions.
Integration of CRM with Email: Email integration helps your employees to manage their email communications directly from within the CRM. Using this integration, they will be able to send emails from a number of email accounts and also reply to emails directly from their CRM.
- Date of publication:
- Thu, 10/14/2021 - 08:49
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