CRM Phone Integration Help!

by Elizabeth Boujard 8 replies
Hi, guys!

I'm thinking of integrating our current CRM system with our VoIP. We have 45-47 real estate agents and we're managing just fine but I've heard that computer telephony integration can boost sales even more - I can't really pinpoint the exact reason(s) why it can.

So, I wanted to ask those of us here that have used and are using this software/app to share their experience, advantages/disadvantages, vendor suggestions, etc.
#offline marketing #crm #integration #phone
Avatar of Unregistered
  • Profile picture of the author brookeharper08
    Hey, Elizabeth. CTI solutions have been in existence for more than a decade, but it's not as popular as CRMs and phone systems - that doesn't mean you don't need it, though. The reason why it hasn't been discussed in numerous forums and online communities is because there are only a few CTI solutions that does the job.

    The increase in sales can be attributed to a CTI's capability to allow agents to spend less time worrying about dialing numbers and documenting the call so more time goes to ensuring that the entire interaction is pleasant and genuine. If you'd like to know how CTI can help your business grow, you might want to check out Tenfold and the free trial currently being offered, just make sure your CRM and phone system are supported. Check out this list: https://www.tenfold.com/integrations/
    {{ DiscussionBoard.errors[11063532].message }}
    • Found both systems on the list. I see that it's a Chrome extension; so no bulky hardware or anything like that? Nice.
      {{ DiscussionBoard.errors[11069332].message }}
      • Profile picture of the author brookeharper08
        That's good news! Best of luck to your team, Elizabeth. Heard that Tenfold will be rolling out some big positive changes soon so hopefully that gets you and your team going. :-)
        {{ DiscussionBoard.errors[11071659].message }}
  • Profile picture of the author Oziboomer
    Originally Posted by Elizabeth Boujard View Post

    Hi, guys!

    I'm thinking of integrating our current CRM system with our VoIP. We have 45-47 real estate agents and we're managing just fine but I've heard that computer telephony integration can boost sales even more - I can't really pinpoint the exact reason(s) why it can.

    So, I wanted to ask those of us here that have used and are using this software/app to share their experience, advantages/disadvantages, vendor suggestions, etc.
    Do you have a platform in mind?

    What current CRM do you use?

    I guess the integration of all your communications through one system that logs each interaction and keeps a record of not only the fact a call was made but the subject of the communication helps with giving people using the system better data when dealing with a client.

    For example if all email, SMS, telephony, mail is all recorded that is the point of an integrated CRM system.

    I think the issue arrives that there are solution providers that do specific components well say like Zendesk for support and now venturing into chat, SMS and telephony via voip but then you have say Olark who are probably the best live chat solution.

    Different CRM providers have a variety of similar strengths and weaknesses.

    If what you've got is working how will the team cope with any additional workload or training etc required to adopt to an additional part to their existing routine?

    Maybe you could test the system with a percentage of your team who are proactive about using such a system and measure their results against say the other 80% who do what they are doing at present.

    Maybe you could negotiate a longer trial period with the provider or get some good on boarding help with a select group before committing fully to something that may or may not improve ROI.

    At the very least you would have something to take to the others if the results proved positive.

    Best regards,

    Ozi
    {{ DiscussionBoard.errors[11063535].message }}
    • Absolutely!

      We're hoping to make a connection with a pool of CRM-phone integration providers, specifically ones that can link our current systems and move us along a data driven workflow process.
      {{ DiscussionBoard.errors[11069336].message }}
  • Profile picture of the author savidge4
    Adding phone integration does 1 thing and 1 thing only for you.... Lead identification... if Agent A calls prospect 345... forever forward ( or as long as you set in your system ) prospect 345 belongs to Agent A.. and anytime prospect 345 calls or emails or what have you, they are directly connected to agent A.

    Does this increase conversion.. damn skippy it does!
    Signature
    Tools, Content, and Strategies to Develop Your Online Commerce Business - Coming Soon
    {{ DiscussionBoard.errors[11064312].message }}
  • We've been using REThink and Polycom since 2015 and both are working great for us, but screen pops and data aggregation would really help as a lot in making better decisions based on the available data gathered during each and every interaction.
    {{ DiscussionBoard.errors[11069330].message }}
    • Profile picture of the author brookeharper08
      It's the advent of data and analytics and CTIs are the perfect way your company can gain leverage in this aspect.
      {{ DiscussionBoard.errors[11081009].message }}
Avatar of Unregistered

Trending Topics