Integrate your CRM with your Telecoms

Can you imagine being without your CRM system? Not only does it hold vital customer information, it is essential for managing leads, saving time and offering key insights. But does it link to your phone – and if not, why not?

With all this information at your fingertips, the next step has to be connecting it to your telecoms – and there are so many advantages.

The Benefits of CRM and Telecoms Integration

When your CRM and telecoms system work together, the impact on your daily operations can be enormous:

1. Real-Time Customer Insights. When a call comes in, your CRM can instantly display the caller’s details—such as past interactions, open tickets, or purchase history—giving your team immediate context for the conversation. This reduces response time and enables more personalised communication.
2. Automated Call Logging. By integrating your telecoms with your CRM, each call is automatically recorded in the customer’s profile, complete with call notes and details. This eliminates the need for manual data entry, reduces errors, and ensures that your records are always up-to-date.
3. Streamlined Communication. Integration allows your team to manage calls directly from the CRM interface. Features like click-to-dial mean calls can be initiated from within the CRM with a single click, reducing the hassle of looking up and dialing numbers manually.
4. Consistent Customer Experience. With all customer information readily available during calls, your team can provide consistent and informed service, improving the overall customer experience and fostering stronger relationships.

Achieving Integration with CallSwitch One and Gamma Horizon

Integrating CallSwitch One or Gamma Horizon is simple and effective. We will find out if your CRM is compatible and if so, we can quickly set this up for you

1. Integrating with CallSwitch One

CallSwitch One offers a flexible approach to CRM integration

• API Integration. Utilise the API capabilities of your CRM to create a direct link with CallSwitch One. This connection allows for the synchronisation of customer data, call logs, and other critical information between your CRM and telecoms system.
• Click-to-Dial. Within your CRM, you can implement a click-to-dial feature that enables your team to initiate calls directly from a customer’s profile. This feature not only saves time but also reduces the likelihood of dialing errors.
• Caller ID Pop-Ups. CallSwitch One can trigger a pop-up within your CRM during incoming calls, displaying essential customer information instantly. This feature ensures your team is well-prepared before answering the call.

2. Integrating with Gamma Horizon

Gamma Horizon provides an efficient solution for CRM integration

• CRM Connect Service. Gamma Horizon’s CRM Connect service facilitates integration with a wide range of CRM systems. It supports features like screen popping, click-to-dial, and automatic call logging, all directly within your CRM.
• User-Friendly Configuration. The integration process can be managed through Gamma Horizon’s online portal, allowing you to customise settings according to your business needs. This includes syncing contact details and configuring call-related notifications.
• Mobile Softphone App Integration. For teams on the move, integrating Gamma Horizon’s mobile softphone app with your CRM extends these benefits to mobile devices. This setup ensures that your team can access CRM data, make and receive calls, and log interactions from anywhere, maintaining productivity even outside the office.

Practical Steps for a Successful Integration

To ensure a smooth and effective integration, consider these practical steps:

• Compatibility Check. Before starting, verify that your CRM and telecoms platforms are compatible. While most modern CRMs offer integration options, it’s essential to ensure that your chosen systems can be seamlessly connected.
• Customisation. Tailor the integration to fit your business processes. Prioritise the features that will provide the most value, such as automated call logging or pop-up notifications, and configure them to align with your team’s workflow.
• Team Training. Equip your team with the necessary training to maximise the benefits of the integration. Ensure they understand how to use the new features and the advantages they bring to daily operations.
• Ongoing Monitoring. After the integration is live, regularly check its performance. Ensure that data is syncing correctly, calls are logged accurately, and all features are functioning as expected.

Integrating your CRM with CallSwitch One or Gamma Horizon, unlocks new efficiencies and improves the quality of customer interactions.

Importantly, an integration links two of your crucial business tools. Your CRM and your telecoms are at the heart of your business. Why not get them to work together?

To find out more about CRM integration, email hello@rubixvt.com