Benefits of Call Center CRM Integration For Sales,

Posted on Thu, Apr 18, 2013 @ 11:34 AM by Carlos Lahrssen

call center“The customer experience is the next competitive battleground.”

—Jerry Gregoire, CIO, Dell Computers

Knowledge is power, and with call center CRM integrations, your sales, and service and support teams will have the information they need to create and maintain customer relationships.

As businessman and former presidential candidate Ross Perot once said, You’d be amazed how many companies don’t listen to their customers.”

Listen and take note to help your company stand out in the mind of the customer as once who cares enough to pay attention. Exceed expectations and utilize track of sales progress, and impressive support capabilities to your advantage, available through call center CRM integrations.

Contextual Sales Success

In addition to outreach for financial records, call center CRM integration provides easy access to sales records. See what customers have previously purchased, and previously expressed interest in purchasing, to help direct future sales in better context.

Customer profiles can be set to immediately appear when a connected customer calls, or is called, for access to this key information when you need it most. 

Improved Service and Support Capabilities

The service and support opportunities that can be experienced through call center CRM integration are plentiful. Experience inbound and outbound call center functionality that provides call center reps with relevant caller information that instantly appears on dial.

For example, say you are a car dealership and a customer calls to check if their car is ready. The dealership will have necessary contact info on electronic file, including the cell phone the customer has called from. As soon as a customer calls, a window will pop up in front of the support agent and immediately know if their car is ready for quick response capabilities.

Click-to-dial windows and call journals keep everything in one place. Call-routing and note functionality keep accurate records in real-time.

The ability to flag and automatically route callers to those that they have had previous interactions helps to continue conversations, and foster relationship building between reps and your customers.

Final Thoughts

Use CRM integration to your business advantage. Keep customer notes up-to-date for the sales success, and advanced service and support capabilities needed to best serve your customer base.

Take the time to listen and see the rewards your business can experience through call center CRM integrations, and you’ll differentiate your overall customer experience.

How does your business benefit from CRM integrations? Let us know in the comment section below.

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Topics: call center

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About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — more