The customer records in your Customer Relationship Management (CRM) and other business databases hold a wealth of information – information that when integrated with your unified communications (UC) phone system can enable it to perform at a whole new level of functionality when it comes to call routing and classification. It also provides you with more streamlined and efficient workflows, as well as the ability to deliver an entirely new level of superior service to your customers.
Call Routing Monetized
When solutions that organize and monetize your business, like CRM and UC, work together, you have a more efficient business. In fact, a recent study from Salesforce.com found companies using their CRM alone said their teams were 34% more productive. Imagine how much productivity would increase if you combined that with an intelligent unified communications system that’s able to identify your customers’ phone numbers and automatically route them to a designated queue, or even to a specific operator. What if you could then categorize and route calls according to the more intrinsic details of a unique customer relationship based on your CRM software, such as whether they’re a first time caller, how much they’ve purchased, whether their bill is overdue, or whether they need to reinstate a service contract?
By integrating your CRM with your unified communications system, you can do this – and much more. For example, you can also integrate an intelligent messaging platform with your customer records for almost unlimited, creative strategies that address customer as well as corporate needs.
Benefits of Integrating Your CRM and UC
Here are a few great examples of how some of our customers have benefitted from integrating their Wave IP system with their own CRM apps:
- A law firm integrated its CRM records to create a detailed incoming call routing system that tracks the progress of each client’s case and assigns a status level to different points in the legal process. A customized message was created for each level, so when clients call in to check on their case, they automatically hear a message from the firm’s representative handling their case as to its precise status.
- A European customer can now automatically route callers from different countries directly to an operator who speaks their language. Callers whose payments are more than 60 days past due are routed straight to a billing representative instead of the sales team.
- At several auto dealerships, CRM integration with the Vertical Wave IP is used to create granular reports on the sales team and business development center activities, so managers know which customers have been contacted by whom and when. These real-time reports are displayed as dashboards on monitors to keep the whole team informed – and accountable.
Compound Your Communications Capabilities
These are just a few examples of how, by integrating the applications and capabilities of an advanced unified communications system with your CRM and other data resources, you can create and enhance workflows to save time, increase the efficiency and productivity of your staff, and provide your customers with exceptional service.
Want to learn more? Visit us here to see how CRM integration can compound your unified communications capabilities and how we can help.