The foundation of any business venture stands on the plinths of four significant corners such as targeted customers, fiscal balance, human resources, and technological tools. There is a critical need to recognize and utilize these factors effectively and economically for sustainable yet constant business growth. When there is a better understanding of the technological advances and how they can benefit your company, the other three bases can see a direct expansion through the progression of technology.
Enhancing the communication between the company and its employees can substantially increase both service delivery and revenue generation. The communication between the customer and the company is equally focal. And when it comes to taking a leap of faith in terms of new-age communication, cloud telephony solutions are taking over the traditional phone exchange by storm. Cloud-based communication has proved to be a worthy technological prodigy and the primary choice by most sectors. CRM software is another such tool that can significantly help strengthen the customer relations part of the company.
What is a Cloud Telephony Service?
Basically, a cloud telephony service means operating all your business phone needs from the cloud or a hosted server. Contrasting to the traditional PBX, cloud telephony services can be both web-based applications that enable the users to make the calls straight away from any computer or mobile with an internet connection without the fuss of extended cords or wirings extensions, etc. Cloud telephony also includes features like virtual numbers, toll-free numbers, and interactive voice response (IVRs) that benefit business prospects.
What is a CRM Software?
Customer Relationship Management (CRM) software is a platform that supports the company in keeping track of all the sales, increase lead generation, improves customer retention rate and makes integrations of other helpful tools much faster and easier. The CRM software helps combine the sales, marketing, and customer relation into a single and sophisticated dashboard that centralizes your customer data, resolves communication breakdowns, and saves a significant amount of time and money.
Now that we understand these tools, it is essential to know why they are crucial. We have quickly established that a CRM platform can be one of the paramount tools when embedded into the business operations’ spine. But, along with a robust system, an equivalently strong application is needed for the best output. The integration of CRM and cloud telephony can be cathartic for your business strategies. Here are just a few of the many benefits of integration.
1. Improves Automation & Efficiency –
The integration of CRM and cloud telephony presents an efficient information management system and minimization of human intervention that leads to automation. The agents handling customer relations do not need to switch between the phone system and the CRM to get customer data or interact. With every call, detailed customer records pop up automatically, saving them the time and effort of the agent.
Also, a centralized database is created that can be automatically updated every time new information needs to be added for customers. CRM and cloud telephony integrations offer features like autodialers and click to call. The agents do not need to waste time sorting out which customers to call and manually dialing them.
2. Enhanced Data & Call Tracking System –
The cloud telephony features like interactive voice responses (IVRs) have made it an effortless process to monitor and keep track of the incoming and outbound calls and update information regarding the particular calls. There is no need for manually remembering when to call the customers. Automated calls can be arranged according to the customer’s choice making the tracking process simpler. The intelligent technology behind autodialers helps in determining voicemails, busy tones, and DNDs which in the long run offers customized customer details, reduction in agent work, and decreased overall business costs.
3. Scope for Customized Service –
The most crucial part of any business is providing exceptional customer service to have a positive impression and a strong branding. The CRM and cloud telephony integration help build ubiquitous customer support that stretches over calls, social media, chats, etc. The customer does not face any problem reaching the agents, which eventually offers to generate new leads and higher trust from existing customers. A centralized database helps get customer data within seconds while the customer’s call is being connected to the agent, which saves time and makes the customer feel privileged.
4. Dashboards with Meticulous Data Analytics –
The sales, marketing and customer service departments of any business are co-dependent on each other for improvement. A meticulous data analysis of the customers can help understand the targeted audience in a much better way. When all the data can be accessed at a single platform like a dashboard, it becomes much easier to utilize the records to track and strategize the business model for increased profits. The integration of cloud telephony and CRM provides wholesome data on missed calls, call volume, product/service deliveries, etc., that assist the decision-makers in making the correct judgements.
5. Provides a One-Stop Solution Platform –
The CRM and Cloud telephony integration delivers a one-stop solution platform as you can convalesce all your communication needs into one multifunctional workspace. Call recording and call forwarding features allow the company’s employees to analyze, monitor, track and connect with customers and each other in the most comfortable and efficient way. Intelligent call routing confirms faster customer response time. With click to call facilities, sales agents can ensure higher conversion rates of customers due to the customized and quick data recovery.