- September 16, 2019
- Posted by: Sangeeta Raheja
- Category: CRM
IP telephony delivers a number of advantages for businesses in terms of cost savings and trading.
Enterprises have been quick in making the best of these advantages.
The next logical step in line is to integrate cloud telephony and CRM. It would help organizations unleash
the full potential of the technologies.
It is the integration which allows your organization to take full charge of client communication across
the sales process. Lead conversion rates are boosted because customer care agents are able to call more
consumers and offer personalized service to them, boosting lead conversion rates and ROIs while
bringing ease to work.
A single click to place client calls
In the business environment that prevails in the present day scenario, time is a great deal of significance.
Time not just allows one to save money, but enhances the work environment as well.
When a customer service executive gets in touch with the end consumer, they use a telephone and a
CRM. Either of the systems is indispensable for the processes. A customer service executive dials the
end consumer’s number over the telephone, while he pulls up his data on the CRM, and may add some
data on his behalf as well.
The degree of complexity in the processes may be reduced by CRM-telephony integration. The two
systems would then not need to be managed separately. An executive can dial up a customer with a
single click of a button. Manual dialing would no longer be required.
Eases access to client information
With CRM and cloud telephony integration, access to client information is simplified. Hence procedures
for customer care and service are simplified as well.
When placing a customer call following phone CRM integration, a virtual card appears over the screen.
It has caller details along with records of prior communication. It allows a customer service executive to
offer personalized service for the customer.
Recording calls makes a measurable difference
A number of enterprises derive value from recording customer calls. Even in organizations with a fine of
work cultures, there are times wherein a misunderstanding takes place among company representatives
Call recording is simplified with integrating the phone with a CRM system that supports recording calls, such
as Zoho CRM. In order to resolve any disagreement with clients, these audio files come handy. They are
useful for staff training sessions. Call recordings can be combined with call stats as well.
Simplified Setup and Deactivation
All one needs to know is the VoIP in order to integrate the phone system with the CRM. It does not take
a telecom wizard to accomplish this task. No advanced skills are required to get the processes right.
The processes, in total, include three to five simple steps. Investing time and energy for picking up skills
for creating setup and deactivation are not required. (Sentence is not readable)
Pay for outgoing calls alone
Agent and client interface is enhanced with the integration of phone and CRM systems. But the integration
renders further benefits for an organization.
A number of vendors do not charge their clients for system integration. The only expense that the
clients bear is the cost of outgoing calls, along with costs incurred overusing the CRM and the costs
involved with usage of a virtual phone number.
Dialing a number manually in order to connect to a customer is a tedious task. It is not a foolproof
method either and is more time consuming as compared to auto calling. Auto calling, on the other hand
significantly reduces human effort in sales processes. It is just one of the benefits offered by integrating
CRM with phone systems.
Want any help to integrate your CRM then contact us today and our CRM expert will help you.