CRM, Customer Relationship Management Software
Customer relationship management (CRM) tools help businesses manage various processes related to their customers. Customer data, customer support, and customer interactions are the top aspects of CRM tools but not the only. Modern CRM tools provide a set of applications designed to automate sales, track leads contracts, support vendor/partner relationships, assets or resources and much more. While many CRM tools provide these features, there is an external way to boost your CRM ROI — using a virtual call center software.
As we highlighted the importance of cloud call center integration with email and marketing software, CRM integration is another face of seamless communication. In trying to get more out of your CRM software, you may find yourself impeded by its native features. That's when integrations come into play. One of the essential integrations you can make is connecting a virtual call center software to your CRM software. 8x8’s Virtual Call Center is an advanced cloud-based contact center, which brings rich communications intelligence to your existent CRM.
Virtual Call Center Software Can Boost CRM ROI
If you want to evaluate the efficiency of your CRM investment, you should always try to find ways to maximize ROI. When you start to connect your virtual phone system with your CRM software, the benefits are quickly apparent; for example, instant recognition of the caller. If your contact center software is smart enough, it matches the phone number with your customer records in the CRM system. When your team members answer the call (sales, support or customer service), they can see all the recorded information about the calling customer and can start making a positive impact.
This tactic can make your CRM ROI increase in different ways. First, it adds a personal touch for your customers, which positively affects your sales numbers. Second, when you see all the details of a customer on your screen, you spend much less time on a call, and you can make more calls during the same period. So, if time is money to you, this is a smart way of increasing your CRM ROI. Moreover, you can ignite word of mouth marketing with your words. Happy customers bring new customers to you, which is an indirect but very efficient way to help boost your ROI as well.
Fighting With Negative ROI
On the other hand, this integration breaks your negative ROI by focusing on dissatisfied customers. As you see customer complaints, you can offer different types of deals. When you create a customer-centric focus, you eliminate those dissatisfied customers easily. Also, contact center technology shows where and when customers are waiting on hold. So, you have a great chance to organize your staff to field all calls.
If you haven’t spent time on this critical integration, you should make take the necessary steps to support multiple communications channels with your CRM. Also, maintenance outages could be a future problem that you encounter. Never underestimate maintenance costs and downtime statistics. If your virtual phone system integration causes too much unscheduled downtime, then your CRM ROI goes down.
As you may know, you should never trust one channel communication with customers. Customer relationship management tools are surely indispensable, but they do not provide all valuable features by default. You have to identify issues and fix them with reliability, mobility, and real-time analytics. Otherwise, you start to lose money.
Considering all the above, if your customer relationship management (CRM) software integrates with a smart cloud-based phone system, get ready for increased productivity in sales, customer retention, customer satisfaction and of course revenue.
Your cloud provider and available features set directly affects your relationships with your clients, which directly affect your business' bottom line. Choose a superior cloud system and ensure that this effect is for the better. Fill out our online form today or call us at 1-866-879-8647 to request a no-obligation quote from an 8x8 Product Specialist.