Integration of telephony into customer service systems is not only an accessible and convenient connection, but also an effective source of statistics for the work of the sales department.
Any commercial organization strives for optimization and increasing the efficiency of business processes. Optimization saves costs for the implementation of the business process, and increasing the efficiency – increases the profitability of the business. IT and Telecommunication solutions can help to achieve high results in such processes.
The CRM + IP-telephony solution optimizes the resources of the enterprise and, accordingly, makes all processes more efficient. According to statistics prepared by the Telecom carrier Platinum Services Ltd, the main sales tool for major businesses are telephone calls. Therefore, to understand the effectiveness of the company and timely correction of its development strategy, it is important to have information about the number of calls, their effectiveness, frequency etc.
Knowing the duration of the call, the number of answered, unanswered calls, the number of incoming and outgoing calls for a certain period of time, you can find out how well this or that sales manager works, how well he handles the calls. In most cases, such information must be inputted manually into the system that’s why it is often ignored. However, to help sales representatives here comes CRM-system with the integration of IP-telephony.
Today, telephony is the most popular service for users of such systems. Now it’s almost impossible to imagine a CRM system without telephony integration. During the incoming call, the client’s name is determined automatically (a client card is opened), while you can work with transactions, offers and accounts of this client. Each call is automatically recorded in the CRM, and a file with a conversation record with the client will be attached to the customer card. You can call from your computer to the mobile or city number of the client, and if a new customer calls, then his profile? A card? You can immediately add this to the CRM.
Of course, still there are companies, that don`t use the telephony in CRM, but for today, the number of such companies gradually reducing. For example, there are some reports telling the ratio of the number of concluded deals to the number of calls, which impresses. Based on these reports, you can understand how effective the employee is. Of course, if there is one manager in the company, there is nothing to compare with, but if two, three or more—coefficients show how the managers work, and on the basis of these data make management decisions.
The telephony market
There are a lot of systems on the world market, many of them are integrated platforms. Together with the operator’s Internet telephony service, the users get the opportunity to use PBX functions without the cost of expensive equipment and its maintenance.
The sales managers of partners who cooperate with telecom operators, providing telecom services, confess that from the moment of the start of joint proposal for Internet telephony in the CRM system, the operator gets thousands request on connection this service monthly. The service turned up to be highly demanded and telecom operators continue to invest in its development.
Thanks to this cooperation, between CRM and the infrastructure of the telecom operator, a full-fledged virtual PBX appears in the service, which enables:
- connect an unlimited number of incoming lines and receive an unlimited number of incoming calls;
- create internal numbers of all employees;
- set up rules for processing incoming calls;
- receive notifications of missed calls;
- record conversations, store the history of incoming, outgoing and missed calls;
- receive detailed statistics on all calls;
- use integration with CRM;
- connect telephone sets;
- one click call external subscribers directly from the browser on landline and mobile phones locally and abroad;
- SMS notifications to the employees (learn more here).
All these features are a great opportunity for businesses to estimate the current performance, analyze and take correct decisions to increase the efficiency and get the higher profits.
