Integrating your CRM and telephony enables you to track calls made by sales teams, and analyse data that you have managed to accumulate to increase efficiency.
Benefits of CRM software- Telephony and CRM are two technological tools that every company should adopt in order to thrive today. Large-scale organizations and multinational corporations use such tools. But startups and small- and medium-scale enterprises avoid using them because they are an investment that they don’t want to make.
Telephony service is a software interface that integrates with a physical telephone device to perform actions like dialling phone numbers and logging calls. It enables you to keep track of your company’s efficiency regarding interactions with customers, vendors and suppliers.
A Customer Relationship Management (CRM) software is a tool that manages your company’s interactions with potential and existing customers. It provides data that you can use to improve relations with customers which, in turn, contributes to your organisation’s bottom line.
Using both these tools makes your business efficient. But integrating them makes your business efficient and effective.
Here are nine benefits of integrating telephony into your CRM software:
Reaching more prospects
Prospecting is a priority for any sales team. The more they prospect, the more opportunities they create. Technology enables your team to do just this.
An integrated CRM and telephony system dials out numbers automatically. This means your sales team can make faster outbound calls and connect with more prospects.
Research shows that happy customers are prepared to share referrals, but salespeople don’t ask. An integrated system can prompt your team to do this and increase your prospect base.
Your CRM enables you to categorise customers based on various metrics and enables you to define the frequency with which your sales team should connect with each customer.
Integrating your CRM and telephony enables you to track whether the sales team contacted customers at predefined times, and what the outcome for the same was. You don’t have to put up with excuses like “forgot to log” or “called but no one responded.”
Everything is right there in front of you in black and white.
Information about callers
With an integrated system, your team members can get all relevant customer details from the CRM on their screen when the telephony service dials out to the customer’s number.
This means your team spends more time interacting with customers and addressing their queries and less time searching for information from different places.