CRM May Not Stand for “Chocolate Roasted Marshmallows”, but the Integration is Just as Sweet
There are tons upon tons of articles and blogs from various companies discussing the importance of integrating your current CRM software with certain solutions or platforms. We’re here to explain to you not just WHY it’s important to integrate your CRM software with a reliable solution, but also what benefits your business can leverage by doing so. If you are using a current top-market CRM system such as Salesforce or Microsoft Dynamics, you are fully aware of the valuable organization and lead management features encompassed within. The true value in leveraging these types of systems is integrating it with your contact center solutions. Your representatives deal with a vast array of phone calls on a daily basis. While assisting your customers with any inquiries or concerns, it proves to be thoroughly impressive when they can recite the customer’s information back to them for instant verification. We say ‘instant’ in the terms that as soon as the call is connected, that customer’s information is displayed instantaneously on the representative’s screen for retrieval. Customers love this. We’ve all experienced poor customer support and service when calling into help desks or company branch lines. After being cycled to ‘Agent A’ all the way to ‘Agent Z’ just to wind back up at ‘A’ (who’s already forgotten what you’re talking about) is just about as satisfactory as a nice door ding on your new convertible. Nothing seems to say ’satisfaction’ quite as much as going through a horde of representatives to get the answer to one question. Why not eliminate all of these pitfalls all together and send the customer through ONE representative resulting in a positive customer satisfaction experience? Integrating your CRM software, whether it be Salesforce, Microsoft Dynamics or the like, will vastly improve the efficiency and effectiveness of your representatives.
Your representatives benefit from having a single-view dashboard of customer data including all previous multi-channel communications with one click access to call recordings, chat transcripts and emails from the activities section of Salesforce.com. Also with integration, is the ability to switch up your representatives daily routines to save time and interact with a larger percentage of your customer base. And no, we don’t mean switching routines as in sending your representatives on lavish lunch dates and afternoon Taibo sessions at the beach. In typical contact center solutions, if there is no CRM integration implemented, representatives spend hours rekeying the same information into separate systems. This is redundant and extremely time consuming. Your representatives lose their train of thought every time a new customer interaction is in the queue. CRM integration with your existing solution provider means that your representatives can eliminate the multiple data entries and spend that extra time interacting with customers and making sales. That means all that time they used to spend manually rekeying the same data in to disparate systems is now spent on assisting more customers and being confident with their level of performance and work ethic.
As a customer who’s been on the other side of a support call, there is nothing quite like a confident representative who’s determined to deliver you top of the line customer support and a stronghold solution to your inquiry.
While your marketing representatives are virally spreading the word of your goods and services, leads from your social media platforms are added to your CRM system. These are all very ‘hot’ and relevant leads that need to be administered in a timely fashion. Manually extracting these leads from Salesforce.com to import into your solution leaves too much room for manual error, and wastes precious time that your agents could be spending interacting with customers. This is where CRM integration comes into play. When your CRM is correctly integrated into your solution, it eliminates the need for two disparate systems, seamlessly updating your leads instantaneously. This allows your customers and prospects to interact with you not just from the web, but also from social media sites such as Facebook and Twitter as well. And, with social media sites all the rage today, businesses who fail to properly integrate leads and CRM end up losing out on a huge portion of the market.
Want to find out more about other exciting benefits from integrating your CRM System with software such as 3CLogic’s contact center solutions such as real-time reporting and agent live dashboards? Click here to find out more.