How Will Cloud Phone System And CRM Integration Boost Your Business Communication

Optimizing your CRM system by integrating it with what is still the most potent communication tool available - the ordinary phone call – is the trick to attaining it. In business lingo, creating an "omni-channel" strategy is the best approach to interact across firms and with consumers. In other words, you must link your contact centre and phone systems with the existing CRM software.

In this article, we'll look at how a CRM and cloud telephony integration may help your company grow and increase income.

What Is A CRM System?

CRM stands for Customer Relationship Management, and it refers to a company's efforts to keep customers satisfied through better understanding and building connections and relationships. A typical CRM software solution, also known as sales force automation, assists firms in centralizing sales, customer interaction, productivity, marketing data, and other customer-related operations and information. CRM technology's functionality and capabilities differ based on the kind and brand of the system employed. The CRM system helps to enhance productivity and minimize expenses by offering a consolidated system for customer-related activities and data.

CRM is the lifeblood of your whole organization, yet it isn't always enough. Customers must be connected to all companies. Switching between the phone and your Customer Relationship Management (CRM) software, on the other hand, might be difficult for your personnel. This is where the concept of integration comes into play. When it comes to managing clients in real-time, a cloud telephone-CRM combination might be really advantageous.

Why Is Integration Needed?

In today's overly-informative world, failing to have thorough knowledge of your clients might leave you well behind your rivals. Indeed, you will lose a competitive edge by not having the kind of analytic data that your competitors are likely to have. Every firm is working hard in today's digital world to provide its customers with the most up-to-date communication choices and to manage client data through a single interface. After all, customers expect a regular contact channel via which their questions may be promptly answered.

Many businesses have used CRM solutions to gather customer data and drive sales and marketing operations to address this problem. You can construct a 360-degree perspective of a client and supply them with the information they require if you know how to utilize CRM effectively.

Putting in place a CRM is one thing; integrating procedures and workflows to turn it into a strong business tool is another. This is where integrating your virtual phone system with your CRM software may make all the difference in your company's success. It will boost call volume, enhance call visibility, and streamline training. By combining telephony with CRM software, you may save all of your client interactions.

Statistics And Research Work

According to estimates, the cloud telephony industry will grow at a compound annual growth rate (CAGR) of more than 20% between 2018 and 2023. You’ll notice significant results, too. When customers interact with a firm that uses CRM, they are more likely to spend 20% to 40% more; CRM applications may enhance sales by up to 29%; and CRM systems improve client retention rates, resulting in a profit rise of 25% to 85%.

According to Aberdeen Group research, the average firm loses roughly 25% of its customers each year, primarily due to bad customer service. The study came up with the following results:

Companies that integrated contact centres with CRM:

Customer retention rate = 89%
Annual increase in revenue = 9.5%
Reduction in cost-per-customer contact = 8.5%

Companies without phone and CRM integration:

Customer retention rate = 33%
Annual increase in revenue = 3.4%
Reduction in cost-per-customer contact = 0.2%

In other words, the KPIs clearly illustrate that combining phone systems with CRM improves profitability and reduces costs.

What Features Does CRM With Inbuilt Cloud Telephony Offer?

IHere are some of the primary benefits of cloud telephone-CRM integration in terms of client retention and productivity:

1. Automated Sales

   Sales automation allows you to automate the time-consuming and repetitive sales process. Workflows that aid easy communication among your sales staff can benefit your company.

2. Capture Website Leads

   The lead capturing process makes it simple to obtain high-value prospects and turn them into paying clients. Furthermore, a well-designed lead capture form on your website allows visitors to effortlessly communicate with you, increasing the likelihood of lead conversion.

3. Sales Dialer

   The Sales dialer increases sales team efficiency by lowering manual time spent on sales calls and minimizing human mistakes. In general, it automates the dialing procedures, which helps you streamline your outgoing communication.

4. Simultaneous Calls (Group Ring)

   If the customer's incoming call rings many or all agents at the same time, you'll never miss a call. By cutting down on response time, group ringing can help you enhance your customer service.

5. Consecutive Calls

   When your agents are busy or unavailable, you may use this feature to automatically forward incoming calls to a specified number. By never missing a call and resolving their needs, the consecutive calls feature helps you please your customers.

6. Personalized Greetings

   Customers would appreciate your prerecorded welcome greetings. You may also make your consumers feel valued and at ease during conversations with personalized welcomes.

7. Office Hours

   By automating call routing to pre-selected destinations, the intelligent call routing function on a decent cloud telephone with CRM connection ensures you never miss a customer call (offices that are open).

The Benefits of the Powerful Duo: Cloud Telephony and CRM Integration

Cloud telephone-CRM integration does, in fact, provide a layer of functionality that facilitates quick and efficient customer support. There was a staggering 52.99% surge in2017 in mobile internet traffic from only 0.7%% in 2009. To have a firmer grasp on your incoming calls and, in turn, service customers better and more productively, you'll need a CRM software that enables Cloud Telephonic integration.

Let's look at how businesses can achieve success and maximize earnings by using these powerful technical solutions:

1. Keeping track of important business data

   Manual call management systems have a detrimental impact on organizations, especially those that rely on such sophisticated ways to satisfy their customers and produce business leads. Automation is, without a question, the key to a good customer experience in this digital age. When CRM software and cloud telephony are combined, you get customizable capabilities that enable you to track data from different sources. Automated calls can be planned depending on the customer's choices using the Interactive Voice Response (IVR) technology instead of tracking consumers on a regular basis. Agents may access call information, voicemails, SMS, recordings, notes, previous discussions, and anything else saved in the cloud database so they don't have to repeat themselves to the consumer.

2. Enhancements to Customer Data Analytics

   The CRM system stores practically every piece of information on customers, including their name, address, company name, email, phone number, and call recording. These statistics are essential for the marketing department to assist the sales team in lead generation and conversion. With such a thorough customer log, a firm may examine trending client trends and habits. A number of data-related functions may be carried out quickly and effectively. Furthermore, the marketing staff may assess alternative techniques and gauge client satisfaction using call data incorporated into your company’s phone system. CRM data can eventually boost customer satisfaction by promoting data-driven improvements rather than a single consumer's opinion.

3. Personalized Customer Experience

   While integrating cloud telephony with CRM speeds the call handling process by giving precise information on all incoming calls, it also allows for a lot of personalization. You may modify the welcome and voicemail messages to reach out to clients one-on-one with unique welcomes and a thorough grasp of their preferences. You may also provide integrated customer care through social media, live chat, email, and, of course, telephone services. Assistance agents may examine troubleshooting history and past support issues thanks to CRM connectivity. As a consequence, the exchange procedure is faster, the wait time is lower, and customer satisfaction is better. Agents and supervisors may make data-driven choices based on complete information using real-time and historical reporting, call monitoring, and call recording.

4. Enhance Lead Management System

   You'll be able to access more leads and prevent lead leakage if you integrate your call solutions with a CRM. A decent CRM programme will allow you to assign tasks to your staff and send automatic follow-up reminders, ensuring that you don't lose the lead. When it comes to prospect management, giving useful data over the phone, analyzing their background and tastes, and more, the tool provides you with the upper hand.

5. Productivity Improvement

   Integration of cloud telephony with CRM allows you to manage your internal company as well as keep track of your customers. You can track your agent's status and performance using the admin features. Because your agents won't have to switch between CRM and cloud phone systems, the connection improves their efficiency. They can eliminate the time-consuming job of hunting down a customer contact page, tracking down old tickets, and enquiring about previous contacts.

6. Efficiency Boost

   Employees would no longer need to switch from the CRM app to the phone app to make or receive calls, if communication components were integrated into our cloud CRM platform. Furthermore, we can set up automated pop-ups anytime with single-click capabilities allowing you to access client data and contact them for future interactions without having to switch between different programmes on your system. This saves a lot of time and effort for employees who have to seek a client's profile before starting customer communication. Moreover, by removing the human element from the process, these auto-dial services will considerably minimize the number of misdials.

   You may also utilize phone conferencing to track individual agents' contributions and teach your agents by listening to domain experts' recorded calls. Managers and other senior employees can address any escalated customer complaints using these call recording features. Managers may also provide individualized feedback to agents via call records and live call monitoring, allowing them to improve their aiding abilities and increase client happiness.

7. Improved employee performance and evaluation

   Evaluation is crucial since it allows you to understand your employee's capabilities. The management can assess an employee's productivity based on a variety of factors, including sales closed, customer inquiries addressed, calls answered, and customer feedback. Based on the efficiency of the employee, he can advise them on how to improve their forthcoming calls. Additionally, the CRM integration provides your staff with a full-fledged employee database, ensuring that they do not have any early setbacks such as being unable to answer a query, being unable to locate a customer profile, or contacting the wrong person.

Ready To Integrate Your CRM And Telephony System?

CRMs have the potential to transform the way you handle clients and close sales in your small business. Real-time customer management is a difficult challenge for firms. When you're following leads, phoning consumers, or arranging demos, you need to be at the top of your game. Cloud telephony enables you to think from your client's perspective, treating each conversation as if it were the only one and providing the greatest customer care possible to strengthen your business deal and raise your business ideas. Integrating your cloud phone system with your CRM gives you more flexibility, speed, and efficiency. Customer happiness, retention, and sales are all improved, while expenses are reduced. Your CRM will be a vital tool for bringing various processes and systems together so that you can improve connections, attract more customers, and help your business succeed.

Why not give Bridgei2p's CRM phone system a shot if you want to get much more out of your cloud phone and boost your business productivity?