Integrated CRM and telephony store customer information and manage it in order to increase sales, bring more money to the company, and improve service and staff performance.
Smart Call Distrubution
If the company does not have telephony integrated with CRM, the client’s call will be travelling between departments for a long time, until finally it is received by the right specialist. Most probably the client may not wait for someone to answer his call and maybe he will hang up. With integration, call distribution happens automatically. The system determines from which number the client is calling, and at what stage of the transaction and redirects to the employee.
Handling Missed Calls
Agents miss calls due to inattention or when the sales department is busy with many calls. As a result, the company loses customers. If you integrate telephony with CRM, the system itself will create a task to call back, send a reminder or forward the call to the first free manager.
Collecting reports on the work of employees takes a lot of time from the head of the sales department and does not always give a complete picture. The manager may not know how each of the agents communicates on the phone, whether he remembers to call back missed numbers, and who closes deals faster. Without knowing these KPI’s, it is difficult to organize the work of the department, fairly distribute bonuses and reprimand lazy employees.
Integrated CRM collects data and automatically generates reports on calls, their duration and number for a certain period, on the results – whether they ended in a deal or not, and who negotiated.
Reaching Customer Data
A manager may have dozens of clients, and keeping the details of each one in mind is impossible. After integration into CRM, a new client card is automatically created, and all letters, transactions, purchase history, documents, and the requirements of the client are in front of the manager’s eyes.
Logging Missed Calls in CRM
In any company, a particular headache is missed phone calls. It is very frustrating to have many missed calls from new leads. Of course, such “flaws” in all companies are trying to minimize. But if this case happens, then the manager should call back and talk with the client.
To solve this problem in the CRM system, any missed call automatically creates a new request, which falls into the unsorted. Further, the manager works with her, as if she, for example, came from the site. Thus, all missed calls get into CRM automatically, no lost calls anymore, and the manager will be able to work out every unanswered call.
Quick Way to Call Clients
Without integration, a manager has to go through many steps to call a customer. You need to find the documentation for the client, and the phone number, then dial the number. This routine distracts the manager from preparing for the call and reduces productivity. When you connect your CRM with cloud telephony, you can make calls in one click from the client card and even being able to view call history or task boards.