Why Should you Integrate Your Phone System with Your CRM Software?

Lorna Bailey Blog

CRM (customer relationship management) softwares have helped many businesses modernise their day to day running by allowing them to ditch their chunky filing cabinets full of paperwork and providing them with an online portal where all their customer's important information is stored.

Yo Telecom can help you go that one step further, by integrating your CRM software with your phone system, to bring your business into the 21st century.

What is CRM Integration?

CRM integration is the process of linking your customer management software with your phone system.

How Does it Work?

When your team receives a call from an existing customer, your phone system will automatically search your CRM software database for the phone number.

When it finds a match, it will display the name of that caller - so your team will know who is calling before they have even picked up the phone!

With a simple press of a button, they can then bring up that customer’s account on the computer so you can see all of their important details, previous communications etc.

Why Should you Integrate your Phone System with your CRM Software?

There are many reasons you should integrate your CRM software with your phone system.

Your business will experience a number of benefits from this simple, but effective, function. Let’s look into a few of these now!

Improve Staff Performance

One of the biggest differences you will see is the productivity levels of your team.

Having a phone system that is linked to your CRM will allow your staff to see the name of the caller and have their records ready and waiting for when they pick up the call.

This saves them the time wasting hassle of having to faff around trying to get spellings of names and finding the right account on your CRM.

Without CRM integration it’s likely your staff take the call, note down information and then make changes once they’ve finished their call.

But if they’re too busy noting information down it’s there’s a chance they might miss something - and there’s only so many times you can ask a caller to repeat themselves without them getting frustrated.

When you have your phone system and CRM linked, your staff will be able to make the changes in real time while they are on the phone.

All of these factors help to improve the accuracy of your team’s work and overall, saves them time - allowing them to be more productive.

WOW Your Callers with Excellent Customer Service

Another area you will see big improvements in is your customer service levels.

By being notified of who is calling, your team will be able to greet that caller with their name. Not only will they love the personal touch, but they’ll feel valued.

And by having quick access to the caller’s account with just the click of a button, they can see all previous interactions - so they can gain an insight into why that customer might be calling. As well as being able to make changes and book in appointments while they’re on the phone.

Both of these points go hand in hand to create an overall better communication experience for your customers. Great communication can lead to your callers feeling happy and more informed, which increases customer satisfaction levels!  

How can you get This in Place at Your Business?

Getting a phone system with CRM integration couldn’t be easier!

Simply give us a call on 02381 103195 to book in your FREE consultation and demo of our phone systems.

We’ll come to your business and discuss your needs, to find you a package that suits you.

Alternatively, you can speak to one of our expert telecoms consultants on our live webchat to get your questions answered instantly!

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