Tired of information silos and time-consuming administration? Integrating your cloud exchange and CRM system can save you both time and money. Here we present 5 good reasons to take the plunge and integrate!
Whether you work in sales or customer service, you probably know the benefits of a CRM system. It brings all your business and customer information together in one place. This way, you can spend time on the customer instead of tedious administration.
But did you know that integration with your cloud PBX and CRM can make your working days even more efficient? Telavox can be integrated with CRM systems such as Hubspot, offering a wealth of benefits that save you time and money.
Info about Telavox’s CRM integrations:
Here are 5 reasons why you should integrate your cloud PBX with your CRM system:
1. increased productivity and efficiency
If PBX and CRM are not integrated, it becomes difficult for salespeople to keep track of the history when talking to customers on the phone. The data has to be entered manually into the CRM system, which wastes time, labor, and energy. According to HubSpot Research, salespeople spend 17% of their time entering data and only a third of their time actually selling.
Through an integration, you can access all your contacts from your CRM system and make calls directly from the app. This simplifies your work in many ways: you can connect with colleagues and customers with a few clicks, without having to type in long phone numbers or search through contact lists.
Less hassle and more productivity, plain and simple!
2. better internal communication
Big data and rapid digital developments mean that businesses have access to more information than ever before. According to a survey by IDG, the average company now manages 163 terabytes (163 000 gigabytes) of data. That’s a lot of information.
Unfortunately, the whole company does not always benefit from all this information. Business experts call it ‘information silos‘ when access to data is restricted to one’s own team or department, both intentionally and unintentionally.
Information silos are a barrier to efficient operations and accessing key data-driven insights. In a 2018 Adobe survey, 37% of respondents said that information silos are one of the biggest challenges to gaining a holistic view of your customers.
Exchange CRM integration is an important part of the strategy to share information within organizations. Having all the info together gives companies a consistent and professional image. The key to successful customer communication lies in customer service, but this is difficult if employees are not up to date.
By having your cloud PBX and your CRM system work together, your company can do the same. If you know who talked to whom and what was said, you can respond to your customers in the right way. Great for the customer, who gets help quickly – and great for you, who becomes even more professional!
3. better business intelligence and analysis
Companies that do not understand their customers and business processes will find it difficult to compete with more data-driven companies in the future. When the business switchboard is integrated with the CRM system, computer-aided business analysis is significantly improved.
The integration between Telavox and your CRM system opens up for further statistics and analysis. For example: How long do salespeople spend on a particular customer? And how often does a customer call customer service?
Such insights can then be taken into account when planning your switchboard staffing, for example, to make your working days more efficient.
Tracking key sales and customer data and KPIs also allows you to assess how effectively business is being conducted over time. With more information about customer relationships and how the sales team is performing, performance can only improve, and that’s one of the key benefits of PBX CRM integration.
4. Better customer relations
The overall purpose of CRM systems is to improve customer relationships. When you integrate your PBX with your CRM system, both existing and prospective customers can get the care they deserve:
- As a company, you have access to real-time data on the customer and customer history with every phone call. You can use this advantage to tailor sales pitches and anticipate questions and requirements.
- When the customer calls, support can automatically see their details and profile, including previous contacts between the customer and your company. If they call to follow up on technical support, they can be sent directly to the person they last spoke to.
Quite simply, integration means shorter waiting times, shorter calls and happier customers.
5. simplifying case management
With many customer calls a day, it can be difficult to keep track of what was said. By integrating, you can access contact cards and call history during the call. You can then take useful notes on who spoke to the customer last and what the case was about, for example.
Smooth, isn’t it?
Summary – the benefits of integrating
- You can increase your productivity with smart tools.
- It will be easier to share information within the company.
- You get useful data for analysis and insights.
- You can deal with customers in a more professional way.
- It will be easier to manage cases.
Integrating your company’s switchboard service with your CRM tool is a powerful and effective way to achieve improved sales productivity, data-driven insights and a superior customer experience. Everyone benefits!
Telavox offers a proven cloud switching and UCaaS solution that easily integrates with a wide range of apps and systems, such as Hubspot!
