CRM Integration with Telephone Systems

By definition CRM tools (client relationship management) are designed to “Collect Data about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth”.

However, the manual nature of inputting and finding data on a CRM, especially during or after a phone call, can be slow and cumbersome – First staff need to find the clients profile, often this involves repeating phone numbers and addresses with the customer until their profile is found. To add a note and save the history of an interaction, multiple clicks are needed to create and save a new ticket or note.

To deliver superior customer service, wouldn’t it be nice if you knew your client details as soon as the phone rings, including their contact history and with the ability to save notes right away?

This is where CRM Integration with a Telephone System assists in improving efficiencies through time-saving features such as ‘Screen-Popping’ a client’s profile on incoming calls and click-to-dial for outbound calls.

A client’s details can either be previewed on incoming calls or a specific page within the client’s profile can automatically be opened.

During a call, notes can be added or a ticket can be created without needing to open any windows. On conclusion of a call, Call History is automatically saved once the call is ended – Call Notes and Call Recordings can be saved alongside the call-log.