Why should you integrate your CRM into your telephone system?

The CRM (Customer Relationship Management) market has grown massively over the past decade, in 2008 only 12% of businesses used a CRM platform. Ten years on and this has shot up to 91% of businesses with over 11 employees now use CRM systems in their business. A big chunk of these (87%) use cloud-based CRMs. The use of CRM systems continues to grow with latest stats showing that the CRM market was worth a total of $37 billion in 2017.

It is now important for other services to integrate with CRMs because of the their increasing popularity. Integrating your CRM system into other services including CMS (Content Management Systems), email marketing software such as Mailchimp or Constant Contact and your communication systems is becoming integral for many businesses.

Benefits of implementing a CRM

Improved Business Efficiency

Storing all of your key business information in one service greatly improves your business efficiency. Your employees and teams will benefit from being able to access all documents, correspondence and data through a single service.

Team Collaboration

Without a CRM it is hard to track and manage customer data, relevant documents and correspondence in an efficient way. Using a CRM allows organisations to manage their documents and customer data efficiently meaning that teams can collaborate easily and access up-to-date information wherever they are.

Increased mobility

The majority of CRM users (87%) access their content via cloud-based systems, which can greatly increase the mobility of a team. For example a sales team can access and update customers data whilst on the move.

Automation of repetitive tasks

The automation of repetitive tasks like sending reminder emails or offers to customers can easily be automated from most modern CRM systems. Removing these repetitive tasks from employees allows teams to work more efficiently and can ensure consistency across communication with customers.

Improved customer experience

It is easy to improve customer’s overall experience using a CRM system as it allows you to better manage the customer relationship allowing businesses to interact meaningfully with a customer.

Find out more about our Digiquip CRM integration here

Features of the Ericsson-LG CRM Integration

Caller Preview

Displays the caller’s name in the Preview or Phone window when a match against it is found in the integrated application(s).

Contact Popping

Click the application’s icon in the Phone or Preview window and the caller’s contact record is displayed directly in the source application.

Contact Searching

Enables you to concurrently search many supported CRMs plus the built-in Shared Address Book and to click to dial from the results.

Click to Dial

Makes it possible to dial directly from the application. The exact method varies between applications.

Benefits of CRM

Increase efficiency in searching for customer information
Improve customer satisfaction by quickly and easily finding relevant information on a customer call
Eradicate incorrect dialling when outbound calling and increase outbound call productivity
Deflect undesired phone calls