The Benefits of Integrating your CRM or ERP System with your IP Telephony Solution
Integrating your CRM or ERP System with a call center is nothing new. Although this solution has been more prevalent in larger enterprises, it sometimes is found in smaller organizations. However, integrating it with IP Telephony solutions outside of call centers is still somewhat of a “think outside the box” approach. Here are four benefits of integrating your CRM or ERP system with your IP telephony solution – yes, another set of four tips because, as you know, at IP4B we like the number 4!
Integrating your telephone system with your CRM or ERP systems can provide significant productivity gains to your organization. For example, know who is calling and quickly get their details on the screen or click on their phone number to make your handset dial it automatically.
For those less familiar with these acronyms, a CRM system, or a Customer Relationship Management system, is software used to enhance and often automate customer service and sales operations. An ERP system, or Enterprise Resource Planning software, is an integrated suite of software modules used to manage the day-to-day operations of an organization, from accounting to things like human resources or production planning in some cases.
Contact Popping (aka Screen Popping)
It is possible to pop and display on the user’s screen the caller’s contact record from the integrated enterprise system automatically on incoming calls or manually via a single click. It saves time and dramatically increases the customer experience by allowing users to greet customers by name and quickly access their records.
Activity Logging
Manually or automatically create an activity record of a call received within the integrated system and allows the addition of notes. As with several things, traceability is crucial to customer experience and assisting internally in complex customer situations, thus helping with quicker resolutions.
Add Contact
Add new contacts to the integrated system from multiple locations, such as the live call preview window, call history, and missed calls pop-up. Adding contacts to a database is a marketer’s dream; it also dramatically benefits other teams, such as the administration department or the tech support team. And if a contact already exists in one system, it can easily be added to other supported systems. Automation is vital to cost savings.
Click to Dial
Not all calls are inbound, and users need to dial a contact. Dialing contacts is greatly simplified by integrating this function with enterprise systems with a single click. It’s as if extending the address book to all contacts you have in all computer systems. This key feature contributes to employee productivity.
Summary
IP4B can support over 500 versions of various enterprise software, from the most popular like QuickBooks or Sage, to several Microsoft applications like Outlook and Dynamics. All these supported applications prove that integrating your enterprise systems with our IP Telephony solutions benefits your organization.
If you are wondering how to integrate your IP Telephony with your organizational software, please get in touch with us at sales@ip4b.ca to start a discussion. Also, please do not hesitate to forward this article to a colleague. Also, feel free to forward this article to a colleague.