The company Six Pack Shortcuts calculated: after integrating CRM and IP-telephony, their sales of fitness programs increased by 227%. Impressive, isn’t it? Let’s look at how calls work in CRM and what benefits this integration brings to business.
CRM telephony works like all the virtual PBXs, that is, it allows you to make calls to customers over the Internet without a landline phone. All you need is a computer and a headset. PBX, or IP-telephony, has some advantages in comparison with traditional PBXs: multichannel, ability to connect voice menu and distribute calls, and save on communication. And if you also set up the integration of telephony and CRM, there are many more advantages. Therefore, it’s time to order CRM software for movers.
Recording Calls in CRM
Many companies combine CRM and IP just for the sake of recording managers’ calls. In CRM, records of calls are stored in the client card in chronological order: the manager can always listen to the conversation in order to refresh your memory of the details. If the client is transferred to a new manager – he will quickly get up to speed by reading the history of calls, letters, transactions. For the manager, it is also a way to evaluate the employees’ work: to find out whether they use scripts, the manner of their conversations, and what typical mistakes they make. If necessary, the recordings can be downloaded to the computer.
Call analytics in CRM
Integration of CRM-system with telephony is the most convenient way to … find lazy managers. Thanks to the detailed analytics in CRM the manager at any moment can find out:
- the number of calls made by manager for a day, week, month;
- the dynamics of incoming calls;
- comparison of the dynamics of calls of individual managers;
- The total number of calls of each of them on the pie chart.
A personalized approach to the customer
If you are used to treating your customers like best friends, you will surely enjoy receiving incoming calls in your CRM system. The virtual ATC integrated with the CRM allows you to recognize the customer number and redirect the call to the responsible manager.
In the corner of the screen he sees a notification box with the client’s name. The manager clicks on it, picks up the phone, and the customer card opens up with detailed information about the caller. Not only contacts and data on the current order are stored here, but also the entire history of work with the client:
- all calls and emails;
- notes left by the manager during communication;
- all tasks and meetings;
- purchases, invoices, payments;
- documents, photos;
- any necessary information in the user fields: car brand, policy validity period, special wishes of the client, etc.
Integration of the CRM-system with telephony allows the manager to obtain all the necessary information about the interlocutor during the conversation. As a result, every customer will receive maximum attention and feel like your most important customer.
Call scripts in CRM
Scripts are ready-made scenarios for conversations with clients, for example, how to handle an objection on price, what additional services to offer. Ready-made scripts can be built into the CRM system, which is very convenient: the manager will know at every moment of the conversation what to say in order to bring the deal to fruition.
However, this feature is not common. For example, a manager has moved on to the “price negotiation” stage – the CRM system automatically shows him a script for handling objections to the price.
Plan for employees
Integration of SRM with telephony allows you not only to get statistics on the work of staff, but also to set personal goals: plans for the number and amount of processed requests (eg, a callback), created contacts or companies. The progress of the goals can be tracked directly through the desktop on a special widget.
One-Click Calls from CRM
The integration of the CRM system and IP telephony makes it easy to find and dial a number. A manager can make a call from any section of the CRM: from a customer or transaction card, from a common table with the call history or even from the board with tasks. When hovering over the client’s name, a window pops up with the active phone number and email: call or send an email in just one click.