If you are reading this article, you are probably looking to integrate a CRM with your company’s telephony . Nowadays, businesses are looking to optimize the management of communication with customers with the help of virtual switchboards . This, together with the CTI CRM integration, allows you to optimize resources and improve work performance. Below we explain what a CRM is and how its integration with the company’s telephony can help improve professional results . Let’s go!
What is a CRM?
To know exactly what a wedding service website design and development service CRM is, we can base ourselves on what its acronym means: Customer Relationship Management . With this, we can understand that a CRM is “something” that allows you to manage customer relationships. That “something” is a software or computer program that can be developed by the company itself or contracted to third parties (Zoho CRM, Salesforce, Zendesk…) and that allows you to improve management , attention and relationships with current and potential customers . There are 2 main benefits of integrating a CRM into the company.
1. Increase productivity
CRM allows you to structure essential elements in international business communication and unify business processes, information, management and even billing in one place.
2. Manage sales processes and business opportunities
In addition to all the information that can be stored in the CRM, it allows you to track the business of potential customers as well as current ones. Among other things, it also allows you to extract business reports and even metrics to optimize customer management.
The CRM integrated into your virtual switchboard
A virtual switchboard is afb directory therefore the voice communication point between the client and the company. Therefore, integrating the CRM with the virtual switchboard allows you to enhance client-company relations , improving the attention given to the client. Among the possibilities offered by the integration of the CRM with the virtual switchboard, we can highlight the following:
-
Caller ID
When we receive a call from a company, we don’t know where the call came from, whether that person has called us before or not, whether it is a current or potential client, etc. When we pick up the phone, we spend time looking for who the number belongs to. However, thanks to the integration of the virtual switchboard with the CRM system, we can instantly identify who is calling us, their complete profile, the previous information they have provided us, as well as the previous activity that has been carried out with them. Even if we were not the ones who attended to them before. This morning’s identification allows us to be aware of the situation and manage the call in an orderly manner. Knowing exactly who the client is and what situation they are in allows us to provide more personalized treatment, which the client will appreciate.
-
Saving information in a simple way
With the customer’s file open, and during the phone call, you can record any information about the call instantly, as well as update information, send emails immediately, etc. In addition, thanks to this information, all departments will have complete information at all times and will be able to work in a more efficient and customer-oriented manner.
